Who's Who at CCC
The Time and Attendance Director is...
Who is Teresa Clack
Name the 3 parts that make up the Wow and Welcome step
What is gather the caller's name and phone number, find out if the patient is new or existing, and welcome them back to the office.
Jen Bowers calls to schedule a cleaning appointment. She has been to the office before and is also wanting to know how much her co-pay will be. The correct disposition subject would be
What is Existing Patient Appointment
Once you sit down at the computer to start your day you must enter ______
What is my Domain information
If you are going to be late/absent from your shift or you ask to go home early you should...
What is call the attendance line.
The Call Center Director is....
Who is Pamela Branch
During which of the steps would you inform the caller of the office hours, wish them a good day or feel better, ask if there is anything else you can assist them with and provide them with the address for the office if they are a new patient?
What is Step 7
Sally with Oral Smiles calls to obtain records for a mutual patient.
What is Treatment Question
Although you are here you have not officially started working until you have _____.
What is set my status to available on AWS portal
Which policy is broken if someone uses the computer for personal use (non work related activites/websites).
What is the Media Usage Policy
The General Manager is...
Kristy King
Collecting and confirming information includes
What is the name, phone number, any information gathered based on fields that appear on the disposition form, the message that was taken.
Neighboring business of an office calls about an issue at their office. Your follow your emergency procedures but which disposition subject do you select?
What is Information Call
If you need time off the phone for any reason other than restroom where would you post this information?
What is Workforce.
How long do you have to wait before you can request a schedule change?
What is 6 months.
The Quality Analyst is...
Katharine Bullock
Name all 7 steps in the correct order
What is Greeting with a smile, Listen Well, Wow and Welcome, Assess and Guide the call, Assume the appointment and schedule, Collect and confirm all necessary information, Set expectations and fond farewell.
Jeff Renfroe has an appointment scheduled but the office called and offered him a new date and time. He is calling back to accept/decline the new date and time.
What is Appointment Confirmation
You see outdated/contradictory information on a script. How would you alert upper management?
What is make a Deputy Post.
How long do you have to be here before you are allowed to have your cell phone on your person.
What is 60 days.
The owners of the company are...
John and Lynette Ross
Your understanding and implementation of the 7 steps to the perfect call along with good customer service is how this is graded.
What is Quality.
Kelly would like to schedule appointments for herself and her son who are existing patients and her daughter who is a new patient. She also would like to make a payment for her husband.
When are you allowed to change your status without a Supervisor or Manager's permission?
When going offline (leaving) for the day at the end of your shift.
When is it okay to say answering service?
What is when it is on the script.