HIPPA / AVAYA /  UPSELLING

HIPPA / AVAYA / UPSELLING

1st Grade

14 Qs

quiz-placeholder

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HIPPA / AVAYA /  UPSELLING

HIPPA / AVAYA / UPSELLING

Assessment

Quiz

Specialty

1st Grade

Medium

Created by

Ernesto Cordova

Used 2+ times

FREE Resource

14 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How do we ask HIPPA in our calls?

Asking full name and SSN

Asking full name and Credit card number

Ask full name and DOB from the patient.

Ask full name and Medical ID.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When someone else is booking an appointment for a patient, what part of HIPPA verification do we have to ask?

Full name and DOB

Full name from the patient and caller

Full name and SSN from patient and caller

Full name from the caller and Full name and DOB from the patient

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What's the correct procedure: When a caller does not have the DOB from the patient that wants to be booked?

Book the patient and advise to call back to provide the DOB

Book the patient and the caller as a proof with his own DOB

Ask the caller to contact us back with the proper information.

Advise the caller to provide the SSA from the patient at least

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What's the proper process to transfer a patient to the office.

Put the patient on Hold and dial the number on Avaya, click on the arrow from the patient calls and click on last option transfer.

Open a new line to dial and make a 3-way call with the patient then hang up.

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Its recommended to upsell at the end of the calls. Patients listen more at the end.

True

False

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the age range for eligible patient to get an orthodontic screening?

6-50 years old

7-45 years old

5-23 years old

7-50 years old

7.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the best practices we can use to get more bookings? Select all that applies.

Offer both General and Ortho on All calls.

Avoid upselling at the end of your call

Be assertive

Only Offer Ortho

Use rebuttals 

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