Dispo
Call Quality
Authentication
Five 9
#90DS
100
This disposition is used when a member says they already filled their medication before outreach, even if no claim is visible.
What is Already filled?
100
These are ways to appropriately address the member
What are –
- Making an effort to pronounce the caller's name correctly
- "I see that your name is spelled D-O-G-G. How would I pronounce that properly?"
- Using the caller's name in a professional manner throughout the call as appropriate (Minimally should be used at least once after authentication)
"Mrs. Elliot, do you mind if I place you on a brief hold while I research this issue?"
- Addressing the caller by their formal title (Mr., Ms., Dr., etc.)
“Mr. WorldWide, may I ask for…”
100
You need how many identifiers for inbound authentication.
What is four?
100
What is choosing an account already populated in the system or choosing the default account?
Contact look up
100
This is what happens if a member is already receiving a 90-day supply.
What is no action needed?
200
This disposition is used when information about the program is shared with someone who is not the member or not authorized to receive it.
What is Program Info Given Non-Member?
200
These are ways to Keep it Positive, Keep it Professional
- When referencing negative issues, like system delays, keep the message to the caller positive
- "Just a moment while my system updates"
- "My system is still updating it will be just a moment"
- Using courteous words when requesting information
- "May I please…”
- Using courtesy words after all information has been received
- Using a voice tone that projects sincerity and assurance
- Showing the caller positivity and confidence
- "I can"
- "I will"
- "I know just who to talk to about that"
- Using qualifying statements with the caller when a negative statement is used
- "I am unable to assist you with that; however, I can transfer you to someone that can help"
- "I'm not sure, but I will research that for you"
200
Verbal Consent is good for this many days?
What is seven days?
200
What R&B Artist will be in Arlington TX Sept 3rd?
Chris Brown
200
Only these members will be offered the 90-day conversion.
Who are members currently on 30-day supplies?
300
This disposition is used when a member is not eligible due to an inactive plan or termination, but still appears in Tracker.
What is Termed?
300
These are the ways we should never close a call
Keep your stick on the ice
Silent Treatment
KTHNXBYEEEEEE
I gotta go my mom is calling
Take it easy
300
Implied consent can add members to what list.
What is the DNC list.
300
When transferring a member you select the correct disposition in the
Bottom right hand corner
300
This is the expected impact on approval rates or other metrics.
What is no negative impact?
400
Usher at 7 o'clock
What is drop top cruisin the streets ( beep beep)
400
This POA type cannot be give PHI
Who is POA type code U
400
You offer this anytime verbal or implied consent is given.
What is a consent form?
400
This call type is used when transferring a member to a different dept or to a supervisor.
Warm
400
This is how the checkbox works when there are multiple medications.
What is a separate checkbox for each lead medication?
500
This disposition is used when a member has stopped taking a medication due to side effects, but not because their doctor discontinued it.
What is No longer taking- Experiencing Side Effects? or What is Experiencing Side Effects?
500
This is how we review our call scores
Who is Verint?
500
Which Kardashian has an extremely luxurious walk in pantry
Who is Khloe Kardashian?
500
This is what you choose when getting an interpreter on the
Park
500
This is what you do if a member says they manage their own refills.
What is still offer the 90-day supply?