This should be done at the beginning of the call, when returning from hold, and at the end of the call?
Thank
What you greet the caller with.
LEGALNAME
An expectation given to the provider before placing them on a hold.
TIMEFRAME
Putting yourself in someone's shoes.
EMPATHY
Summary of the call that must be stated to the provider every time.
RECAP
Information of what was discussed on the call left for the next CSR.
DOCUMENTATION
Self-service utilization tool for participating providers.
NAVINET
If you don't ask these questions you could be violating HIPAA!
AUTHENTICATION
Should be professional, consistent, and sound interested on every call.
TONE
The plan will pay 75% at the (?) rate?
CONTRACTED
Calls or accounts we do not service! We transfer!
AHNJ
WHO IS THE BEST AGENT?
YOU

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