Daily
Do this when you need assistance.
What is ask for help in Teams?
Our hours and days of operations
What is 8AM - 9 PM Monday-Friday
This is what you do as soon as you receive a CMS call
What is alert management?
This is a minimum quality average you must be above.
What is 95%?
Goal of our management team
What is to develop well rounded agents who can grow and develop here at Bloom and help you achieve your goals?
This is the system you should be logged into to at the start of your shift
What is Communicator?
The time our Closers must be done with lunch.
What is 4:30PM?
Time to stay under for wrap up
What is 2 minutes?
This is how you verify you are answering the correct question
What is reading the question back to the CMS rep verbatim for clarification?
This quality is expected of all employees
What is communicate openly and professionally?
How to report an absence
What is put in a PTO-Sick or UCO through time off request?
Schedule requests should be turned in by this time.
What is by Monday the week prior?
You are expected to do these types of calls on our program
What is CMS, Trendsource, and Internal test calls?
You use this to accurately answer call questions
What is the 2023 BCBSM Secret Shopper Q&A Document?
The minimum number of times you will meet with a coach weekly
What is once a week?
You do this before taking break or lunch
What is check with a manager?
The time our Openers must be done with lunch.
What is 1:30 PM?
This type of offense is terminable.
What is work avoidance?
Use this tool to contact our management team.
What is Teams?
Do this to keep your system up to date
What is restart your computer every night?
Everyone needs to be periodically available for this shift
What is closing at least one night a week?
You answer the phone within this time period.
What is 5 seconds?
This is how you are expected to answer all CMS questions
What is reading the answer verbatim?
Topics we talk about in one on one meetings
What are Goals, Ideas, Quality, Areas for concern, Opportunities for improvement, and Successes?