Client Calls

How do you confirm if it is a client calling in?

• Tell them to call back later
• Ask for their favorite color and zodiac sign
• Assume it's the client without asking any questions
• Ask if they are an Employee.

Clients forwarding their call for the day might say....

Select All that Applies.

• "Forwarding our calls"

• "Rolling the lines over"

• It's time to Partayy!!

• "Checking out for the day"

O/C Checking in for messages. Where do you go?

• Interaction List

• 7271

• 2800

• Tell them you can only take a message.

True or False?

We also take client calls.

• True
• False

Where Can you launch the 7271 app?

• On a desktop computer
• On a smartwatch
• From MyApps

• From Twilio

When should we launch the 7271?

Select All that Applies

• • Patient Complaints

• Client Complaints

• Account questions

• On Call Updates

• For receptionist submitting suggestions, technical issues, compliments, What option can you use in 7271?

• Internal Requests

• Just tell your QA about the problem.

• Other

• Do nothing

Things clients might say to prompt you to open 7271....

Select all that applies.

• "I need to update On Call"

• "I need my roof fixed"

• "I have a problem with my account"

• "I want to speak with a manager"

What disposition do you use in twilio after submitting 7271 for Client?

• Qualified Interaction

• Solicitation

• No Message

• Wrong Number

Which Teams Channel should you reach out to if Client is requesting a manager?

• NHC - Dispatcher Assistance

• Ask your friend

• Do not reach out for a manager

• NHC - Specialist Assistance