Podcast
Questions and Answers
The term _____ means the ability to identify with, understand and appreciate another person's feelings, motives, desires, and situations. a. Initiative b. Empathy c. Professionalism d. Rapport
The term _____ means the ability to identify with, understand and appreciate another person's feelings, motives, desires, and situations. a. Initiative b. Empathy c. Professionalism d. Rapport
As a customer service representative you are required to check the system to determine if the caller has legal authorization to act on behalf of a member.
As a customer service representative you are required to check the system to determine if the caller has legal authorization to act on behalf of a member.
True
Which of the following is an appropriate phrase showing ownership? a. 'I can't process that request' b. 'I am not sure what I can do for you' c. 'I understand. Let me take a look at your information' d. 'I don't understand your request?'
Which of the following is an appropriate phrase showing ownership? a. 'I can't process that request' b. 'I am not sure what I can do for you' c. 'I understand. Let me take a look at your information' d. 'I don't understand your request?'
What are two types of advance directives? a. Letter of intent and power of attorney b. Living will and power of attorney for health care c. Last will and power of attorney for health care d. Medical will and power of attorney
What are two types of advance directives? a. Letter of intent and power of attorney b. Living will and power of attorney for health care c. Last will and power of attorney for health care d. Medical will and power of attorney
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Which document designates an individual to make medical decisions for the member in the event they are unable to do so? a. Power of attorney for health care b. Power of attorney c. Living will d. Letter of intent
Which document designates an individual to make medical decisions for the member in the event they are unable to do so? a. Power of attorney for health care b. Power of attorney c. Living will d. Letter of intent
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Which of the following can a member NOT do using the Customer Service Interactive Voice Response system? a. Verify eligibility b. Verify monthly premiums c. Order ID card d. Request member handbook
Which of the following can a member NOT do using the Customer Service Interactive Voice Response system? a. Verify eligibility b. Verify monthly premiums c. Order ID card d. Request member handbook
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In OMNI, which of the following texts should be communicated to the member? a. Scripting text b. Instructional text c. Education text d. Disclaimer text
In OMNI, which of the following texts should be communicated to the member? a. Scripting text b. Instructional text c. Education text d. Disclaimer text
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When a member is not found in OMNI you must offer the Service Object ID Number as it is the only way we will be able to locate the call in the future.
When a member is not found in OMNI you must offer the Service Object ID Number as it is the only way we will be able to locate the call in the future.
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When a member states they have called in before about the same issue, where would you go to see the previous call notes? a. Call history intent b. Recent interactions tab of the Member Composite c. Documents tab in the Member Composite d. Benefits and Eligibility Intent
When a member states they have called in before about the same issue, where would you go to see the previous call notes? a. Call history intent b. Recent interactions tab of the Member Composite c. Documents tab in the Member Composite d. Benefits and Eligibility Intent
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Which of the following is an appropriate response to an angry caller? a. The only thing I can do for you today is change your PCP b. Please call back when you are in a happy mood c. I can't help you with this d. Demonstrate empathy, assist the caller to the best of your ability
Which of the following is an appropriate response to an angry caller? a. The only thing I can do for you today is change your PCP b. Please call back when you are in a happy mood c. I can't help you with this d. Demonstrate empathy, assist the caller to the best of your ability
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In OMNI, under what tab will you find address information for a member? a. Member header b. Various tabs within the Member Composite c. On the wrap-up screen d. All of the above
In OMNI, under what tab will you find address information for a member? a. Member header b. Various tabs within the Member Composite c. On the wrap-up screen d. All of the above
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Which caller type should be selected in OMNI for the following scenario? Jamie is calling to order a new ID card for his wife, Claire. a. Authorized caller/POA b. Member c. Broker d. Other
Which caller type should be selected in OMNI for the following scenario? Jamie is calling to order a new ID card for his wife, Claire. a. Authorized caller/POA b. Member c. Broker d. Other
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Which of the following scenarios addresses the correct way to handle a wellness alert? a. I see that you are due for a well woman's visit. b. I see that you have a gap in care.
Which of the following scenarios addresses the correct way to handle a wellness alert? a. I see that you are due for a well woman's visit. b. I see that you have a gap in care.
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Mr. Hemingway calls and you are unable to locate him in OMNI. What action would you take to assist? a. Select the nonmember call option to proceed with the call b. Advise the member that they are not in the system and should contact their local Medicaid office c. Transfer the call to the enrollment department so they can validate the information to be added into the system. d. Select the member not found option to proceed with the call.
Mr. Hemingway calls and you are unable to locate him in OMNI. What action would you take to assist? a. Select the nonmember call option to proceed with the call b. Advise the member that they are not in the system and should contact their local Medicaid office c. Transfer the call to the enrollment department so they can validate the information to be added into the system. d. Select the member not found option to proceed with the call.
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Ms. Turnip is threatening to harm herself if the customer service representative doesn't correct her issue. How would you handle this call? a. Select the crisis call button in OMNI b. Correct the issue so no harm comes to Ms. Turnip c. Transfer the call to the crisis team d. Disconnect the call
Ms. Turnip is threatening to harm herself if the customer service representative doesn't correct her issue. How would you handle this call? a. Select the crisis call button in OMNI b. Correct the issue so no harm comes to Ms. Turnip c. Transfer the call to the crisis team d. Disconnect the call
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Study Notes
Teleperformance Assessment Study Notes
- Empathy is defined as the ability to identify with, understand, and appreciate the feelings, motives, desires, and situations of others.
- Customer service representatives must verify if a caller is legally authorized to act on behalf of a member.
- Demonstrating ownership is important; an appropriate phrase is, "I understand. Let me take a look at your information."
- Advance directives include a Living Will and a Power of Attorney for Health Care.
- A Power of Attorney for Health Care allows an individual to make medical decisions on behalf of a member when they are unable to do so.
- Members cannot use the Customer Service interactive voice response system to verify monthly premiums.
- In OMNI, education text and disclaimer text must be communicated to members.
- When a member is not found in OMNI, offering the Service Object ID Number is necessary for future call location.
- Previous call notes can be accessed in the Recent Interactions tab of the Member Composite.
- For angry callers, demonstrating empathy and assisting them to the best of your ability is crucial.
- Address information for a member can be found under the Member header and in various tabs within the Member Composite.
- The appropriate caller type for a situation where an authorized caller orders a new ID card is Authorized Caller/POA.
- Correct handling of a wellness alert involves stating, "I see that you are due for a well woman's visit."
- If a member cannot be located in OMNI, you should select the member not found option to proceed with the call.
- Should a member threaten self-harm, the appropriate action is to transfer the call to the crisis team.
- If the wrong task or intent was selected during a call, cancel the call and identify the incorrect selection to proceed effectively.
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Description
Test your knowledge on essential customer service concepts with these flashcards designed for Teleperformance assessments. Each card focuses on key terms and definitions relevant to effective communication and empathy in a customer service environment.
