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WorksheetsClient Calls
Total questions: 15
Worksheet time: 3hrs 21mins
How do you confirm if it is a client calling in?
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.
Where Can you launch the 7271 app?
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
True Or False
You will add an interaction note after each dial out in 7271 and not in twilio.
Where do you get the account number to put in look-up table for 7271?
On Google
In Twilio
Ask Your Friend
From your TM
New client wants to start taking calls for us. What option will you select?
Others
Existing Client - On Call Updates
New Client (Sales)
Existing Client - All Others
After relaying a message to the client. What do you select to ensure everyone knows the message was received?
Dispatch
Archive
Disposition
Caller ID
Which of these icons means that message has a delay set or is waiting on a dispatcher?
