Call Recording Disclaimer Update

Call Recording Disclaimer Changes

• All IVR systems now feature a standardized greeting that includes a call recording disclaimer.
• Advocates must not mention the call recording disclaimer on inbound calls, as it is already addressed in the IVR.
• Outbound calls (including dialer calls) require advocates to state the call recording disclaimer.
• The disclaimer must also be provided if a third party joins an active call.
• Advocates will fail the quality check if they state the disclaimer on inbound calls.

Importance of the Change

• Repeating the disclaimer for inbound calls could alienate patients/callers, as they have already heard it through the IVR.
• This change aims to enhance patient experience and foster connections by reducing unnecessary scripting.
• Cutting down the handling time by even 1-2 seconds per call can collectively lead to significant improvements over time.

Customer Experience Focus

• Prioritizing patient and customer experiences is crucial and aligns with the organization’s mission.

Expectations for Adaptation

• Adhere to the new policy for all inbound calls across all processes.
• Consult the Quick Reference Guide (QRG) for further clarification and guidance.

Timeline for Implementation

• Soft Roll Out Date: 09/16/2024 - 09/27/2024; serves as a coaching and training period.
• Go Live Date: 09/30/2024; calls made after this date will be graded, and non-compliance will lead to failing the quality audit starting on 10/07/2024.