getting ready

Am i ready to Take calls on WEDNESDAY

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Any advice for the class for phase 2 ?

What is that thing that yuyu can do to do the class more engaging

Draw yuyu

Do i feel confident on what i learnt so far?

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what do we do when we do not understand the members question

• Just assume What the member needs

• place them on hold and let them hung up

• Ask Probing questions and request for them to repeat again, if its necessary

What intent do we use when the member says that they need to know where they can have some blood tests done?

{select all that apply}

• Search and assign provider

• Send non marketing materials

• Update member preferences

• On the UHC web site

What do we do when a member have a complaint ?

• Say we are sorry, and close the account

• Call a VG champ and close the account

• say we are sorry and call a VG champ