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Skills for quality

Quiz by Amy Adams

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8 questions
Show answers
  • Q1

    Personalizing the call will help you build rapport and trust with the member?

    Crawfish is great

    I am not sure

    No

    Yes

    30s
  • Q2

    If you are speaking to a member and they mention they are having a surgery this month, which response would be the best choice?

    I just had a surgey last month. The reason I am reaching out to you today is to help you with additional resources.

    Ohhh ok, Well I definitley hope all goes well with your surgery. How long will your recovery time be?

    Ah ok, well the reason for my call today is to let you know about the great new Connect for Life benefit that your health plan has made available to you at no additional cost. 

    Surgery is never fun. Have you heard about Wider Circle before?

    45s
  • Q3

    It is important to speak fast so you can quickly give the member all the important information while you have them on the phone. 

    false
    true
    True or False
    30s
  • Q4

    Patience is not a skill needed while reaching out to members. 

    false
    true
    True or False
    30s
  • Q5

    Sounding confident on the calls will not help you be a successful Outreach Specialist.

    false
    true
    True or False
    30s
  • Q6

    For quality calls, Which of the following includes gradable options (in any random order)?

    Introduction, verify the member, rapport, cover CFL, Rebuttal, hard attending, mention recorded line, correct dispo, correct notes, cover SDOH

    Introduction, verify the member, cover CFL, Rebuttal, hard attending, mention recorded line, correct dispo, correct notes, cover SDOH

    Just get the hard attending and email address for the member

    I need to review the SOP folder for this question

    45s
  • Q7

    Letting the member know the call is being recorded is not needed for reminder calls.

    false
    true
    True or False
    30s
  • Q8

    Mentioning Wider Circle and Connect for life is not important on calls. 

    false
    true
    True or False
    30s

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