LESSON 1: HEART FRAMEWORK

LESSON 1: HEART FRAMEWORK

Professional Development

7 Qs

quiz-placeholder

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LESSON 1: HEART FRAMEWORK

LESSON 1: HEART FRAMEWORK

Assessment

Quiz

World Languages

Professional Development

Practice Problem

Hard

Created by

Reanne Timan

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7 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The _____ approach is a collection of best practices that put the member's needs at the heart of each member.

HEART

INTEGRITY

CLOSE

LISTEN

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

An advocate encourage to warmly greet the member and verify their information.

ENGAGE

EXPLORE

INTERVENE

REFLECT

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

An advocate ask clarifying questions, actively listen to the member, and pay attention

to cues that indicate unspoken needs.

INTERVENE

EXPLORE

REFLECT

ENGAGE

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Use statements to assure the member your commitment to help.

Check for understanding before moving on

EXPLORE

COLLABORATE

INTERVENE

REFLECT

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Own and resolve the issue. Thoroughly research the issue. Ask

probing questions. Offer specific resources tailored to the member's needs

REFLECT

INTERVENE

ENGAGE

EXPLORE

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Review key points and topics discussed on the call. Explain next

steps. Ask if there is anything else the member needs

REFLECT

ENGAGE

COLLABORATION

INTERVENE

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

__________ are the single point of contact for

members on any given call. CAs help members coordinate care across the multidisciplinary

team. Each time a member calls, they may speak with a different CA on the 1-to-Many team,

but because notes and documentation are shared across Optum Guide, a member will receive

personalized care each time they contact us.

1: Many Care Guides

1:Many Research Advisors

1:1 Care Guides

Research Advisors