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WorksheetsRO CX - Module 3 and 4 Solutions Refresher
Total questions: 10
Worksheet time: 6mins
What information can we find in a member's Care App account?
PII, active plans, account history
PII, active plans, account history, payment apps, access to Care Center
PII, active plans, account history, payment apps
PII, active plans
When should we check the Care Center?
To check provider messages and appointments with the clinical team
To verify who cancelled a pending or held Treatment Request
To confirm the approval date of an Online Visit
What can we verify in the Provider Messages section?
Insurance Information and BV results
Context on the patient's message regarding the Clinical Team
Who cancelled a pending or held Treatment Request
The approval date of an Online Visit
TRUE OR FALSE: We should check Clinical Notes often.
TRUE
FALSE
What can we verify in the Tasks section?
Who cancelled a pending or held Treatment Request
Provider messages and appointments with the clinical team
Who created a Care Center Task
When a Care Center Task was created
What can we verify in the Labs section?
Creation, shipping, and fulfillment of lab testing methods
Insurance information and BV results
Who cancelled a pending or held Treatment Request
Provider messages and appointments with the clinical team
Why should we check previous interactions in Zendesk?
To gain more context on the patient's message
To confirm the approval date of any Online Visit
To verify who cancelled a pending or held Treatment Request
To avoid repeating information unnecessarily
What should we do to address a member's request correctly?
Identify each of the member's requests and address them accordingly
Respond to the ticket as fast as possible to keep a good AHT
Ask the member to clarify their requests
Guess what the member wants to avoid double-interactions
TRUE OR FALSE: We put emphasis on the "Extract" and "Assess" sections of the READ approach to identify a member's request.
TRUE
FALSE
Other than PII, what else can you verify in the Personal Info Tab?
If a member has a PO Box
If a member has been unsubscribed
If a member has opted out of SMS
If a member has more than one address
