VFT Day 1-3

A

100

What does E stands for in AER?

Empathize 

200

What does A stands for in AER?

Acknowledge

300

The act of repeating the exact phrase the client used back to them. We avoid this practice as it can be redundant and frustrating.

Parroting

400

When we experience this kind of empathy, we are moving from the cognitive perspective into a shared emotional experience.

HINT: 1 kind of empathy

Emotional Empathy

500

The main partner pharmacy of Humana.

Hint: CWP

Centerwell Pharmacy

B

100

Is being fully engaged while another person is talking to you. It is listening with the intent to understand the other person fully, rather than listening to respond.

Active Listening

200

What does R stands for in AER?

Reassure

300

Questions that allow for detailed, explanatory answers. Used if there’s a need for the Caller to provide more details about the issues that they are having.

Open-Ended Questions

400

Questions designed to elicit a well-thought out, profound answer. These are used to get more information

Probing Questions

500

This means that you can understand another person's perspective. It is also referred to as perspective-taking or imagining yourself in someone else's shoes.

HINT: 1 kind of empathy

Cognitive Empathy

C

100

Is the art of assessing a situation and making deliberate choices about how to handle it. It requires the willingness to see the problem from beginning to end.  

It is also the mindset of “I am going to do everything that’s possible for this member.” rather than “There’s nothing more that I can do.”

Call Ownership and Accountability

200

Members can access a virtual copy of their ID cards through an application

TRUE or FALSE

TRUE

300

Questions that allow limited responses, like “yes” or “no”. These questions have direct responses that don’t require elaboration in order to fully answer what was asked.

Close-Ended Questions

400

Brand name drugs are much more expensive because they are more effective than their generic counterparts.

TRUE OR FALSE

FALSE

500

If members are concerned about the price of their medication, what did we talk about as the first option we provide?

Generics or alternatives