WorksheetsCallbacks
Total questions: 9
Worksheet time: 2mins
Name
Class
Date
1.
What is a Callback?
a)
a email sent rather then calling a member back
b)
a telephone call made to return a call received
c)
dont matter, im not going to do it anyway
d)
a text sent to
2.
If an action can be taken while on the call, wait to schedule a future activity for a Callback to do the work later.
a)
True
b)
False
3.
If there is nothing that can be done and you know that there is nothing that can be done, just tell them and don’t give false hope.
a)
True
b)
False
4.
When do you offer a call back?
a)
When we have to further research
b)
When you dont feel like talking to the member
c)
Always
d)
Never
5.
What is a tip that you can use to remember to do your call backs?
a)
Work with a Peer
b)
Call them when you get home
c)
Write it on your hand
d)
Justina did not go over any tips
6.
What call back details should be in your documentation in Service First or Facets?
a)
What research needs to be completed
b)
What is documentation
c)
How I am feeling today
d)
Nothing, I have it written on paper
7.
If you do not have an update to provide to the member, you dont have to call them
a)
True
b)
False
8.
Making call backs as promised is part of your job
a)
True
b)
False
9.
Some of the escalation situations that may require a call back are related to:
a)
The logo of BCBSNC
b)
Claims
c)
BCBSNC Commercials
d)
The color blue
100 %
