PINNACLE
WHERE CAN I FIND THE ANSWERING PHRASE?
WHERE CAN I FIND THE CALL STATUS?
LOWER LEFT SIDE OF THE SCREEN
HOW MANY LINES DO WE HAVE THE OPTION TO ANSWER FOR?
3
WHERE CAN I FIND THE ACTIVE SCREEN?
LEFT SIDE NEXT TO THE PASSIVE SCREEN
What is the protocol when we are going to be late?
Advise my trainer/supervisor right away, provide the reason of why and an ETA
WHERE CAN I FIND THE ACCT NUM AND NAME OF OFFICE?
TOP LEFT SIDE
WHERE CAN I FIND THE INCOMING CALL STATUS?
LOWER MIDDLE PART OF THE SCREEN
WHERE CAN I FIND THE TRAFFIC WINDOW?
UPPER LEFT CORNER
WHERE CAN I FIND MY PUZZLE SCREEN?
LEFT SIDE NEXT TO MY MESSAGE SCRIPT?
What is the protocol for call outs?
Advise with a minimum of 2 hours prior our shift, the reason of why, contact our trainer/sup asap
WHERE CAN I FIND THE SPECIAL?
UNDER THE ANSWERING PHRASE
WHERE CAN I FIND THE PARK ZONE?
LOWER RIGHT SIDE
WHERE CAN I FIND THE ANSWER WINDOW?
PROVIDE ME 2 EXAMPLES ON WHAT WE CAN FIND ON THE TRAFFIC WINDOW
LINES
STATUS LINES
RINGS
ACCT NAME AND NUMBER
ON/OFF ROTATION
WHERE DO WE REPORT TECHNICAL ISSUES?
DISCORD
WHERE CAN I FIND THE DELIVERED/UNDELIVERED MESSAGES?
UNDER THE LOCATE/INSTRUCTIONS
PROVIDE ME 2 EXAMPLES FOR CALL STATUS AND WHAT THE COLOR MEANS
WHITE-ON A CALL
RED- NOT READY /CALLER ON HOLD
BLACK- OUTBOUND CALL
GREEN- SET FOR A CALL
PINK-WRAPPING UP WITH A MESSAGE
WHERE CAN I FIND THE PASSIVE SCREEN?
LEFT SIDE OF THE SCREEN
PROVIDE ME 2 EXAMPLES ON WHAT WE CAN FIND IN THE PASSIVE SCREEN
OFFICE INFO
DISPATCH INSTRUCTIONS
SPECIAL INSTRUCTIONS
WHAT DOES HIPAA STAND FOR
Health Insurance Portability and Accountability, protects the caller's/patient's information
WHERE CAN I FIND THE LOCATE?
UNDER THE SPECIAL ABOVE THE MESSAGE LIST
PROVIDE ME THE DIFFERENT TYPES OF CALL VOLUME AND THEIR COLORS
WHITE-LOW CALL VOLUME
YELLOW-MODERATE CALL VOLUME
RED-HIGH CALL VOLUME
WHERE CAN I FIND THE MESSAGES THE UNDELIVERED AND DELIVERED MESSGES?
ABOVE THE MESSAGE SCRIPT (RIGHT SIDE)
PROVIDE ME THE 3 THINGS WE CAN FIND IN THE PUZZLE SCREE
CALL WAITS
OP CHAT
CLIENT LIST
WHAT IS THE PROCESS OF ASKING FOR A PERMISSION?
ASKING 2 WEEKS IN ADVANCE, SENDING AN EMAIL TO THE SUPERVISORS, LOOK FOR COVERAGE