What do I do? SS - PE QUIZ

Soft skills Quiz

Training delivery team

QUESTION 1 of 10

What do I do if the member is screaming?

Let them vent and show reassurance

Scream back

Transfer back to the queue

Right!

Next

QUESTION 2 of 10

The member calls to complain about the previous representative

Ignore their feelings and ask for their member ID

Acknowledge their feelings, show reassurance and file an A&G

Place them on hold

Right!

Next

QUESTION 3 of 10

A member is in a rush and tells you to hurry

Continue as if nothing happened

Acknowledge and set up the right expectations

Work as quickly as possible

Right!

Next

QUESTION 4 of 10

A member tells you they have a surgery scheduled and asks for their coverage. How do you close the call?

It was a pleasure talking to you today and hope everything goes well in your surgery!

Alright, thank you for calling UnitedHealthCare

You wait for the member to hang up

Right!

Next

QUESTION 5 of 10

You hear a dog barking in the background.

Create small talk

Offer a callback because the connection is breaking off

Tell the member you cannot hear them

QUESTION 6 of 10

The caller requests a representative in the US.

Warm transfer to an onshore representative

Place them on hold

Be sarcastic and argue with them

Right!

Results

QUESTION 7 of 10

I want to speak to your supervisor, I don't want to speak to you anymore!

Be polite and ask for a supervisor

Tell them there is no sup available without asking

Place them on hold to wait until they hang up

QUESTION 8 of 10

A member tells you they are lonely so they are moving back with their kids.

Ask them the new address to update it

Show active listening and follow the conversation

Interrupt them to go back to the main reason of the call

QUESTION 9 of 10

A member tells you they need to make a payment. What is the first thing you do?

3PS

Follow HIPPA

Show compassion

QUESTION 10 of 10

The member says they need to go over some documents to find the information.

Sound annoyed

Be patient and tell them there is no rush

Tell them to callback