Random
Want to know your Leave/ PTO Balance
What is GSS?
Need Additional Time to Notate Accounts After The Call
What is ACW/ DOC ?
Failing Score
What is 95% or lower?
IB Opening
Thank you for calling _________. My name is John. How may I help you?”
Log In at start of Shift to avoid 0.5 occurrence
What is tardy?
Want To Know How Many Remaining Hours You Have For The Year to Take Off
What Is IEX, Time Off Manager?
Member States I am Not Interest But Call Me Back Next Week
What is Talk to Member?
Handle Reluctance
What is at least once?
IB Branding
What is after you have access the member's account?
Timesheets
What is entering daily?
Contact Concerning Call Center Cash Balance
Who is the BSL?
No Virtual Visits or In-Home
What is No Availability?
Must Read Verbatim
What is Email or/ and Text Consent?
Name 3 forms of information that can be used to complete HIPPA ....
What is ....
•Member’s Full Name
•Member’s Full Physical/Mailing Address
•Member’s Full DOB
•Member’s Subscriber ID
•Member’s Phone Number
Read
What is ....
•Emails (HouseCalls, Things You Should Know Etc.)
•Teams Chat
Reporting System Issues Steps
What is .....
•Notify Supervisor by Teams, Text or Call within the first 4 minutes
•Wait for Instructions from a Supervisor
•Report System Issues to WFM
•Contact IT if Necessary
•Send Email with Time Frame in System Issues (along with IT ticket #)
Member Is Going Through A Hard Time But Does Not Decline The Visit
What is Hardship Member
Ask the Non-Member Consent Question
What is
Has <member’s first or last name> agreed to your involvement in scheduling HouseCalls visit appointments on <her/his/their> behalf?”
OR
Has <member’s first or last name> agreed for you to schedule <their/his/her> HouseCalls visit appointments?”
OB Calls Recording Disclosures is required before...
What is before verifying HIPPA?
Conformance
What is following your IEX schedule?
Ways to Report Absence
What is.....
• Call 1-855-317-0842
• Use the Sparq App on your cell phone.
• Text your nine-digit employee ID to 1-888-863- 0090
Member says they are in good health
What is Healthy Member
3 Auto Fails Examples
What is Professionalism, HIPPA Verification, Legal /Client Scripting (not branding)
non member process question should be ask
What is as soon as you realize you are not speaking with the member/ or the member is not available?
Log Off Steps
What is .....
•Click the Coffee cup wait for Do Not Disturb to appear
•On the Desktop change your status to Log off
•Go back to the Scripter, click Campaign > Log Off.. File > Exit
•On the Desktop click File > Log Off, then File again > Exit .... wait for the Desktop to close out