Patient Engagement and Customer Service Flashcard

Front

What value focuses on patient safety?

Back

Patient-Centric

Front

What percentage of consumers will return after excellent customer service?

Back

78%

Front

How many positive interactions are needed to balance one negative experience?

Back

Twelve

Front

What skill helps in handling difficult conversations calmly?

Back

Patience

Front

Which skill involves understanding the customer’s emotions?

Back

Empathy

Front

What’s a key phrase to use when ending a call?

Back

“Thank you!”

Front

Before an Agent starts calling which three (3) systems must be open (Pre-call systems)? Options: Sharepointe and google, Five9 and Arkos360 Salesforce and Envolve AZ Complete Care, MSN and Yahoo

Back

Five9 and Arkos360 Salesforce and Envolve AZ Complete Care

Front

When calling a Member (patient), how long do you have to build rapport with the member? (Build trust and confidence)

Back

5sec to 15 sec

Front

What is the primary goal when initiating a call with a member?

Back

To build rapport and trust

Front

How should an agent handle a situation where a member is unresponsive during a call?

Back

Politely ask if they need more time to respond.