SALTY
WHAT IS THE ALLOTTED LUNCH TIME
30 MINUTES
WHAT IS MEDICARE ELIGIBILTY
AGE 65 OR OLDER
WHAT PART OF MEDICARE COVERS HOSPITAL AND SKILLED NURSING
PART A
WHAT ARE YOU DOING WHEN YOUR TAKING PERSONAL ACCOUNTABILITY TO THE CUSTOMERS CONCERNS
TAKING OWNERSHIP
THE ABILITY TO IDENTIFY AND UNDERSTAND THE CUSTOMERS EMOTIONS WITHOUT ACTUALLY EXPERIENCING THEM
EMPATHY
HOW MANY BREAKS DO YOU HAVE
2- 15 MINUTE BREAKS
WHAT PART OF MEDICARE DO WE SERVICE
PART D
WHICH PART OF MEDICARE IS CONSIDERED AN ALL IN ONE WITH BOTH MEDICAL AND PAHRMACY
PART C
WHEN THE EMOTIONS OF THE CUSTOMER GENERATE SIMILAR FEELINGS IN YOU AND THERE IS A STATE OF SHARED FEELINGS AND OPINIONS
SYMPATHY
WHAT ARE THE THREE KEY ELEMENTS OF COMPREHENSION
ARTICULATION
PRONUNCIATION
PROPER GRAMMER
WHAT IS THE ATTENDANCE EXPECTATIONS
PRESENT AND ON TIME EVERYDAY
WHAT DOES CMS STAND FOR
CENTERS FOR MEDICAID AND MEDICARE SERVICES
WHAT IS HIPPA AKA HEALTH INSURANCE PRIVACY AND ACOUTANTABILITY ACT OF 1996
TO PROTECT THE PRVACY AOF THE MEMBER HEALTH INFORMATION AND WHAT MAY BE SHARED
WHAT SHOULD THE PROPER HOLD PROCESS BE
IEAT:
INFORM THE MEMBER THAT YOUR GOING TO PLACE THEM ON HOLD
ESTIMATE THE TIEM THEY WILL BE ON HOLD
ASK THEM IF IT OKAY TO PLACE THEM ON HOLD
THANK THEM FOR THERE TIME
WHAT TYPE OF MEMBER INTERACTION IS THIS:
TELEVISION COMMERCIALS, LOCAL RADIO STATTION. ALL TUPES OF MEDIA USED TO REACH POTIENAL CUSTOMERS
AWARENESS
WHAT ARE SOME BARRIERS TO SUCESS
FAMILY INTERRUPTIONS, SLOPPINESS, TIME PRESSURE
WHAT IS THE PERCENTAGE FOR HOW MUCH OUR TONE OF VOICE IMPACTS A MEMBER
38
WHAT IS THE THRID STAE OF THE MEMBER HEALTHCARE JOURNEY
WELCOME AND TRANSITIONING
WHAT ARE THE 5 EFFECTIVE COMMUNICATION TECHNIQUIES
LISTENING
EMPATHIZING
TAKING OWNERSHIP
IDENTIFYING THE NEED
FINDING SOLUTION
WHAT TYPE OF MEMBER INTERACTION IS THIS:
MEMBER CHOOSES TO LEAVE WELLCARE
VOLUNTARY DIS ENROLLMENT
WHAT IS THE FIRST THING YOU WANT TO DO WHEN YOU LOG IN
SGN INTO BMS AND CLOCK IN TO PERVENT GAP TIME
WHAT IS MEDICARE PART B
PHSYSICAN AND OUTPATIENT HOSPITAL CARE
MEMBER WANTS TO KNOW IF THEY HAVE TO PAY ANTHING BEFORE THEY TAKE THEIR MEDICATION WHAT STAGE IN THE HEALTH CARE JOURNY IS THIS
CLAIMS
WHAT IS THE PITCH INFLECTION, VOLUME AND RATE REFERRED TO
TONE OF VOICE
WHAT TYPE OF MEMBER INTERACTION IS THIS:
THE MEMBER HAS ENROLLED AND TRANSITIONED INTO ONE OF OUR PLANS AND CAN NOW ACCESS THE VARIETY OF SERVICE WE OFFER
ACCESS TO CARE