CAP Phone Status Guidelines

Time off the phone to do research. Only use with prior approval by Specialist/Facilitator/Manager/Team Leader

• At a Training Session

• Extended Follow up

• Approve Research Time

• Outbound Call

This status automatically populates when a call is made...

• Available

• Outbound call

• Callback presented

• Callback follow up

During the Benchmark Phase, this status can only be used if a call is disconnected and you need to call the member/provider back. Once you have reached the caller then put yourself back into available. This should take under 5 minutes

• Extended Follow Up

• Outbound call

• Callback Follow up

What is my phone status for Hot Topics and Fluency?

• In a Meeting

• At a Training Session

• Gone Home

• Available

I should sign out __________ prior to QA/Mentoring Meetings and my phone status should be_______________________.

• 5 minutes/In a Training

• 15 minutes/In a Training

• 15 minutes/In a Meeting

• 30 minutes/In a Meeting

True/False: I can manually change my status to Outbound call to make a call to a provider/member.

• True

• False

I have a callback set for 2pm today. The callback has presented and I did not do my research. Can I change my status to Callback follow up?

• Yes- This is an acceptable status to do research as long as it does not exceed 5 minutes.

• No-This status should not be used at any time and any amount of time in this status could be considered work avoidance

True/False: A successful callback will automatically show callback presented, outbound call and outbound follow up.

• False

• True

I should never manually change my status to:

• Outbound Call, Callback Follow Up, Callback Presented

• Available, Outbound Call, Lunch

• Extended Follow-Up, Callback Follow-Up, Outbound Call

• In a Meeting, Callback Presented, Available

Excessive time spent in the callback presented status or on activities not directly related to the callback is misuse of the callback feature. This can be considered work avoidance and is subject to disciplinary action according to the 2021 Customer Service Pledge.

 Select true if you have read and understand the statement above.

Select false if you do not agree and/or do not understand the statement above.

• True

• False