Call Recording Disclaimer Update
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Questions and Answers

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?

  • 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?

  • 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?

    <p>09/16/2024 - 09/27/2024</p> Signup and view all the answers

    What will happen during the Go Live phase starting on 09/30/2024?

    <p>Calls will be graded as fail if the new expectations are not met</p> Signup and view all the answers

    Which statement best reflects the expectation for advocates regarding the call recording disclaimer?

    <p>Advocates need to state it for Outbound calls and when a third party joins</p> Signup and view all the answers

    How might repeating the call recording disclaimer impact the patient/caller?

    <p>It may create a sense of distance from the caller</p> Signup and view all the answers

    What is the expected outcome from aligning with the new call recording protocol?

    <p>Enhance the patient experience and efficiency</p> Signup and view all the answers

    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.

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