How do we ask HIPPA in our calls?
HIPPA / AVAYA / UPSELLING

Quiz
•
Specialty
•
1st Grade
•
Medium
Ernesto Cordova
Used 2+ times
FREE Resource
14 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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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