Call Quality Tips Quiz

completing the call where the call left off

providing the call recording statement

providing program disclaimer

re-verifying PHI

provide the call recording disclaimer and applicable call consent language

discontinue the call

only speak with the patient

proceed as normal with the call

provide the caller with info and ask if it's correct

ask the caller to provide full name, DOB, and zip code

ask for SSN

provide caller with the DOB and ask for name and zip code

stating "I'm happy to help you with that."

reflecting the caller's concern to ensure the Champion understands

jumping to answer the question and provide the solution

transfer the caller to another party

immediately verify HIPPA

acknowledge the caller's concern and express deep empathy

refer the caller back to the MD

give the call recording statement

"I'm not sure but you can probably get information from the website"

"If you are not sure, maybe you should call your insurance company"

"we received your HIPAA form, let's reach out to your insurance company"

"Um, like I said, if you do what I mentioned before, it should work out"

refer to the caller by name

highlight system issues as reason for call interruption

use internal jargon

rush through the call

refer to the website to enroll in the copay card

tell the patient to call his insurance company

obtain signed HIPAA form and assist with calling the insurance company

refer back to the MD

The Program Case

AE Case

Corresponding Case

No survey needs to be completed for clinical support calls

end the call as quickly as possible

ask the caller if they have any other questions

provide full recap of all concerns and give next steps

provide program contact info and hours of operation