WorksheetsVIDAZHWCHAPatient Engagement and Customer Service Quiz
Total questions: 57
Worksheet time: 1hrs 8mins
Before an Agent starts calling which three (3) systems must be open (Pre-call systems)
Sharepointe and google
Five9 and Arkos360 Salesforce and Envolve AZ Complete Care
MSN and Yahoo
What does “Concierge service " (Personal Service) mean?
Why is “Prompt Follow-Up” essential?
What percentage of consumers will return after excellent customer service?
15 PERCENT
1 %
How many positive interactions are needed to balance one negative experience?
1
0
What skill helps in handling difficult conversations calmly?
Hanging up
Not responding
Which skill involves understanding the customer’s emotions?
Mental health
Frowning :(
What does “Obstinance” mean in customer objections?
Why might “Time” be a common objection?
How can addressing objections improve customer satisfaction?
Why should you avoid dead air during calls?
When calling a Member (patient) , how long do you have to build rapport with the member? (Build trust and confidence)
1 second
5 minutes
The first 5-30 secs
What is the primary goal when initiating a call with a member?
To gather personal information
To offer Health care services on behalf of Arkos and To build rapport and trust
To immediately sell a product
Arkos Healthcare believes Agents should have the following customer service skills:
Pleasant & Professional & Patient & Attentive & Proactive & Clear communication & competent. & Empathetic & Control conversation & Overcome the objection
Upbeat and professional
Smart and heavy use of acronyms
Please share how you would address an overcome an Objection from a member who has no time available (patient)? (using at least 2 complete sentences)
Which are the 4 techniques an agent can demonstrate member/patient engagement?
Proactive and with communication
Control and overcome
Active listening & Educational answers / responses & prompt follow up & personalized service
Using complete sentences please define Value-based care.
What should an agent do if a member asks a question they don't know the answer to?
Ignore the question and change the topic
Politely inform the member that you will find the correct information and follow up
Guess the answer to keep the conversation going
Which of the following is a key component of Empathy & effective communication during a call?
Active listening and patiently responding appropriately
Speaking as quickly as possible to save time
Using technical jargon to sound knowledgeable
How can an agent ensure they are providing personalized service to a member?
By focusing solely on the product features
By addressing the member by name and tailoring the conversation to their needs
By using a one-size-fits-all script for all calls
What are the 3 A's that can help you overcome member/patient objections?
Answer & Plan
Acknowledge & Address & Action
Tell them you will call them back
Why is it important to verify the patient’s last name and date of birth?
To ensure eligibility for the $20 gift card.
To maintain the patient’s privacy when discussing medical information(Hippa)
To update the patient’s PCP details.
To check if the patient has completed previous appointments.
What should be included in the rebuttal if the patient is hesitant to schedule?
Emphasize the no-cost, preventative nature of the screening and its importance for overall health.
Focus on insurance payment details.
Avoid discussing the benefits of the checkup.
Schedule without addressing the patient’s hesitation.
Why does the insurance provider recommend scheduling a yearly checkup?
To replace all PCP visits.
To ensure the patient is aware of their insurance benefits and preventative care options.
To collect medical records for the insurance database.
What details should the agent confirm about the patient’s contact information?
Only the patient’s address.
Phone number and email to opt into text and call confirmations.
Insurance policy details.
Patients should have blood pressure cuff for Np during Home visit?
FALSE
TRUE
Why should patients gather their medications before the checkup?
To ensure the nurse practitioner can review and address any medication issues.
To confirm their insurance plan covers the prescriptions.
To prepare for an emergency prescription refill.
What is one benefit of reviewing the patient’s phone number during the call?
To verify their payment information.
To confirm contact details for appointment reminders.
To update the provider’s contact list.
What should you advise patients to do if they need to cancel or reschedule their appointment?
Wait for the nurse practitioner to call back.
Call the provided support number to speak with any available coordinator.
Email their primary care provider directly.
Contact their insurance company.
How does confirming PCP details benefit the patient?
Ensures results are sent to the correct provider for continuity of care.
Allows the nurse practitioner to avoid documenting the visit.
Helps the provider adjust the patient’s insurance plan.
What should you include in “Notes for Provider”?
The patient’s financial details.
A summary of what happened during the call.
Only the appointment time.
The patient’s complete health history.
Why is it important to document the call interaction?
To keep a record for future reference and continuity of care.
To create a backup for the appointment link.
To send to the patient as a summary.
To verify insurance payments.
What is the purpose of sending the Reason for Request to Provider Relations?
To confirm eligibility discrepancies.
To cancel the patient’s appointment.
To issue a gift card.
What should you do if the patient is ineligible on Arkos360 but eligible on Envolve?
Cancel the appointment.
Email Provider Relations using the provided templates.
Call the patient back the next day.
How should you handle questions or concerns during the call?
Ask the patient to write them down for the nurse practitioner.
Answer as much as possible and provide the support number (480-676-3860) for follow-ups.
Direct them to the provider’s office.
When will the nurse practitioner confirm the appointment time?
The morning of the appointment.
Later today or the day before the appointment.
Immediately after the call.
What should you remind the patient to prepare for the checkup?
A list of their medications and a blood pressure cuff, if available.
Their health insurance card.
A list of questions about billing.
Their past medical records.
What information should be included in the appointment recap?
Only the appointment date.
The name of the provider, date, time, and session type (e.g., morning/afternoon).
The patient’s entire medical history.
Details about insurance eligibility.
Why is it important to confirm the patient’s email?
To verify their insurance policy.
To opt them into text and call confirmations for their appointment.
To forward their medical history.
To ensure billing is processed correctly.
What should you confirm with the patient before ending the call?
The patient's next-of-kin contact information.
Ask patient to have Medication List and Blood pressure cuff Bp for the visit.
Their insurance premium details.
An Agent schedule's an appointment for Member/Patient. How would the agent document the call for the Scheduled Appointment?
In the member’s email.
Within the RFS
Click “Log Outreach Attempt” and leave notes and save documentation in the RFS
In a new file saved to the desktop.
An Agent is unable to reach a Member and Leaves a voicemail. How would the agent document the call?
Create New Task”
Leave notes and document and include all details from the call .
Then Complete New Task
Navigate to Alerts & Activities
Locate “Upcoming & Overdue”
Check the box to signify the task was completed. Update Eligibility in Salesforce with a "timestamp".
No documentation necessary
Call the provider for confirmation.
Why might a patient want to do a virtual checkup?
It avoids the need for health questions.
It is quick, convenient, and can be done from home.
It limits the nurse practitioner’s evaluation.
It allows skipping the medication review process.
What should patients understand about the timing of the gift card?
It will always arrive within 30 days.
It is mailed within 90 days after the checkup.
It requires a special request form to process.
It is only provided if requested immediately.
How can this checkup improve quality of life?
By replacing all current medications with newer options.
By ensuring access to resources like transportation, food and Behavioral assistance.
By limiting additional health interventions.
By avoiding communication with other providers.
What does the nurse practitioner review during the checkup?
Only urgent care needs.
Medical records, medications, vitals, and answers to health questions.
Insurance eligibility and documentation.
Future surgeries and hospital visits.
What happens if the $20 Target gift card isn’t received?
Patients should wait 90 days before reaching out.
Call the nurse practitioner immediately.
Assume it was lost and request a second card immediately.
Report it to a local health office after 30 days.
Where can the checkup take place?
At home or virtually, based on the patient’s preference.
Only at the patient’s primary clinic.
Exclusively at a hospital or urgent care center.
What is required for a virtual appointment?
A smart device with Zoom installed and access to the appointment link.
A referral from the patient’s PCP.
Insurance pre-approval.
A blood pressure cuff and medication list.
What should the agent ask when scheduling an in-person appointment?
If the patient prefers morning or afternoon and whether anyone in the home has cold or flu symptoms.
If the patient has access to a virtual platform.
Whether the patient has completed prior visits with their PCP.
If the patient prefers to discuss eligibility details first.
How is the $20 Target gift card rewarded?
Sent immediately after the call.
Mailed within 90 days after the checkup is completed.
Delivered during the appointment.
What does the free checkup include?
A video conference with the health insurance representative.
A nurse practitioner (nurse) visiting the patient’s home or conducting a virtual checkup.
A detailed insurance plan review.
What is the purpose of the yearly checkup?
To replace visits with the patient’s PCP.
To update the patient’s insurance information.
To ensure medical information is up to date and provide preventative screening.
Why is it important to verify the patient’s last name and date of birth?
To ensure eligibility for the $20 gift card.
To maintain the patient’s privacy when discussing medical information(Hippa)
To update the patient’s PCP details.
To check if the patient has completed previous appointments.
What is the primary purpose of a CHA?
Treat acute illnesses
Preventative screening and overall evaluation
Provide immediate emergency interventions
CHA comprehensive health assessment is similar to :
Bmi
Annual Wellness Visit
Hippa
57-63.
Answer the questions below after watching the video
Why is Arkos calling the member ?
Arkos Health, to inform about benefits and schedule a check-up
A telemarketer, to sell a product
Sales team offer a new insurance plan
What does Keith prefer for his appointment?
A visit to the insurance office
A face-to-face visit
telemed appointment
What time does Keith choose for his appointment?
12 NOON
3 PM
4:00 PM
What platform will be used for the telemed appointment?
ZOOM
TEAMS
SKYPE
What additional benefits are mentioned? (Social Services)
Please describe 2 or 3 strengths of the call using complete sentences
Using complete sentences please describe the strengths of the call and areas of the improvement.
