Podcast
Questions and Answers
When should the call recording disclaimer be stated?
When should the call recording disclaimer be stated?
- On all calls regardless of type
- Only on Outbound calls and when a third party joins (correct)
- Only on Inbound calls
- Only during the IVR greeting
What is the main purpose of removing the call recording disclaimer for Inbound calls?
What is the main purpose of removing the call recording disclaimer for Inbound calls?
- To improve patient experience and decrease handling time (correct)
- To comply with legal requirements
- To increase call length
- To reduce costs of call handling
What will happen if the call recording disclaimer is stated during an Inbound call?
What will happen if the call recording disclaimer is stated during an Inbound call?
- It will not affect the call audit
- It will be graded as pass
- It will be considered a best practice
- It will be considered as a fail (correct)
What is the timeline for the soft rollout of the new call recording expectations?
What is the timeline for the soft rollout of the new call recording expectations?
What will happen during the Go Live phase starting on 09/30/2024?
What will happen during the Go Live phase starting on 09/30/2024?
Which statement best reflects the expectation for advocates regarding the call recording disclaimer?
Which statement best reflects the expectation for advocates regarding the call recording disclaimer?
How might repeating the call recording disclaimer impact the patient/caller?
How might repeating the call recording disclaimer impact the patient/caller?
What is the expected outcome from aligning with the new call recording protocol?
What is the expected outcome from aligning with the new call recording protocol?
Study Notes
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.
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Description
This quiz covers the updated procedures for call recordings, specifically focusing on the new standardized greeting for IVRs. It explains when and how the call recording disclaimer should be communicated during inbound and outbound calls. Stay informed about the protocol changes for compliance.
