NEW
Font size
WorksheetsManager Engagement Activity: C. A. R. E. Service Model
Total questions: 10
Worksheet time: 5mins
What does the 'C' in CARE stand for?
Collect as much information as possible from the member.
Collaborate with the member to show that you are listening
Connect with the Customer on a Personal Level & Show Genuine Interest
Cookies-Store all information collected from the member.
What does the 'A' in CARE stand for?
Always be ready for a incoming call.
Always Communicate With Confidence & Knowledge
Always Be ASSERTIVE With the Customer
Always Stay Level-headed
What does the 'R' in CARE stand for?
Resolve the Inquiry by Taking Responsibility and Presenting Solutions
Resolve the inquiry by Taking ALL Reasonable Steps
Resolve the Inquiry by Taking the Call and Providing Answers
Resolve the Inquiry by Always Following Through on all Promises
What does the 'E' in CARE stand for?
End the Call with Survey Information
End the Call with a Kind Tone
End the Call with a Lasting Impression
End the Call within the Allotted Time
You have how long to make a connection with the member?
10 - 15 seconds
30 - 60 seconds
60 - 90 seconds
immediately after starting the call
Active Listening means
Eliminating all Distractions
Repeat Information when Needed
Be Conversational
All the above
Which phrase should you avoid?
It will be covered
It should be covered
It is going to be covered
Coverage for this benefit is
Before placing the member on hold:
Ask to the place the member on hold and provide a length of time the caller should expect your return.
Tell the member you are placing them on hold and provide a length of time the caller should expect your return.
Use the Silent Hold (Mute) don't use the Hold options and provide a length of time the caller should expect your return.
Never Place a Call on hold.
What is the recommended time frame to ask and place member on hold?
It is recommended to NEVER place a member on hold and only offer callbacks.
Mute them Only.
2-3 Minutes
5 -10 Minutes
Taking Ownership Means:
Telling the member exactly what to do and having them resolve their concerns on their own. #ownyourcare
Take the member out of the middle. #nohalthcarehomework
Transfer them to the doctor so the doctor can resolve their claim. #providersowntheirclaims
