Quality Assurance Introduction & Scorecard Training
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What is Quality Assurance
PurposeEnsures accurate, compliant, and professional patient interactions Promotes consistency across all agents Aims to improve CSAT Identify coaching needs and drive improvement How It Works QA team reviews and scores interactions Feedback shared for coaching and performance trends Data collected is reviewed to identify trends
Next
QA Impact on the Business
Next
Core Competencies
Opening
HIPAA
Personalization
Maintain HIPAA
Compliance
Greeting
No Medical Claims
Be sure to click on each competency
Notes in Zendesk
Maintain Professionalism
Assistance Offered
Closing
Survey
Tone
Communication
Tagging
Efficiency
Next
Prospect Scorecard Competencies
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Resources
Solution Framing
Sales
Retention Attempt
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Next
Patient Scorecard Competencies
Escalation
Solution
Support
Next Issue Avoidance
Action
Next
Cancellation Scorecard Competencies
Retention
Reactivation
Retention
Action
Next
Where to Find Your Reviews
- Reviews are delivered through Zendesk QA
Weekly Expectations
- Review your QA feedback each week
- Expect 4–10 reviews per week
- IQS Goal is: 80%
Time Management
- If you find it difficult to make time for reviews, contact your manager proactively
- Your manager can provide time to ensure reviews are completed.
Next
Accessing Your Reviews
Next
Disputing your Reviews
Next
Before You Take Off...
Next
Training Feedback & Knowledge Check
Both forms must be submitted for the training to be considered complete. Thank you for participating in this training. Any questions can be directed to Training Manager Karla Gonzales
Greeting
This competency focuses on making sure your greeting is strong and confident, and that you clearly include both your name and Rugiet Patient Support. This helps set a positive, professional tone for the interaction with our patients.
- Confidence
- Agent Name
- Rugiet Patient Support Team
Solution
This competency measures whether solutions were clear, accurate, complete, and appropriate, following standard operating procedures (SOPs).
Efficiency
Calls: Avoided filler words, minimized dead air, and kept hold time under 2 minutes. Emails: Covered all necessary information in the first response to aim for a one-touch resolution.
Tagging
Is your conversation is tagged appropriately and completely? Required tags: Customer Support Topic, Product, and Interaction—all filled out correctly. Include any other tags where appropriate and helpful.
Survey
Calls: Always mention the CSAT survey Chat: Use the closing macro that references the survey. All interactions: Offer Trustpilot when appropriate. If a patient interaction is a perfect opportunity for Trustpilot—like when they praise our product or team—and it’s not offered, it will impact your score.
Personalization
This competency focuses on using the patient’s name and adding personal touches so they feel heard. For example, referencing details from their message shows you’ve read it and care.
- Patient's Name (Example: Macro autopopulates to 'donald wesley' but he goes by Don in his messages: Update to: Don)
- Personalize your interaction where allowed
- Personable NOT Personal
Next Issue Avoidance
Provided information that helps avoid a repeat call for the same issue. This often includes showing how to make changes in the account or clarifying that a credit/refund is a one-time courtesy.
Escalation
This competency measures whether issues related to tech, doctor, pharmacy, or medical concerns were escalated to the proper team following the proper SOP. It only applies when an escalation is clearly needed and is not relevant to most interactions.
HIPAA
This competency checks that HIPAA was verified with three pieces of information, or two pieces if the interaction is only about canceling a subscription. This is an autofail category—if it’s not completed, the interaction will fail and it can impact performance reviews REMINDER: NAME MUST FULLY MATCH ACCOUNT FOR HIPAA
Did You:
Offer additional assistance before ending the interaction, like asking if there’s anything else you can help with, whether on a call or in an email.
Resources
Facilitated future purchases by providing patients with helpful resources, relevant product information, and any applicable offers or promotions. This competency focuses on guiding the patient toward the next steps in a way that is informative, supportive, and aligned with their needs, without being pushy. Example: Sharing a promo code like PSWELCOME20, sending a signup link via email, or directing them to an FAQs page to support their next purchase.
Reactivation
Provided clear instructions to the patient on reactivating a subscription, placing future orders, adjusting refill dates, or other appropriate actions.
3...2...1... ACTION!
Did you "walk the walk" - Took correct action on account and clearly explained next steps – ensured actions were completed as promised and that the patient fully understands what was done. Examples include turning off a subscription when stated or uploading an ID when confirmed.
Professional Language
Maintained professional language throughout the interaction. This is an autofail category, meaning if professional language is not upheld, the interaction will automatically fail and it can impact performance reviews.
Solution Framing
Framed the product or service as a solution to the patient’s specific need, highlighting unique benefits Example: Patient: “Would this work for someone who is 80? I have tried everything!” Response: “We have many patients in similar situations, our medication is customizable, and you’ll have doctor access through your portal. This unique compounded medication works for patients who’ve tried other products that didn’t work or stopped working."
Maintain HIPAA
Maintained HIPAA and PCI compliance throughout the interaction. After verifying HIPAA, you also follow all PCI requirements. Example: You verified two pieces of HIPAA information to cancel a subscription, but then the patient requests a refund and you fail to ask for the third piece of HIPAA information.
Got Notes?
Notes are accurate and detailed, include the patient’s email, and use the notes macro. This ensures actions and communications are clear and easy to find.
Retention Attempt
This competency checks whether the agent attempted to close the interaction by encouraging the prospect to sign up. It focuses on guiding the conversation toward a positive outcome while ensuring the prospect feels supported and informed.
Tone
Used a friendly, empathetic, and confident tone throughout the interaction. This is important for all interactions, and your tone should remain consistent even during escalated or challenging situations.
No Medical Claims
Avoided making medical claims or giving medical advice. The goal is to provide support without offering guidance that should come from a healthcare professional. For example, do not tell patients how to take their medication, diagnose symptoms, or recommend treatments. Stick to factual information and company-approved resources.
3...2...1... ACTION!
Did you "walk the walk" - Took correct action on account and clearly explained next steps – ensured actions were completed as promised and that the patient fully understands what was done. Examples include turning off a subscription when stated or uploading an ID when confirmed.
Retention
Retention attempt – make at least one attempt to offer an alternative to cancellation. Exemptions include cases of side effects, adverse reactions, or no longer in need of treatment
QA Intro & Scorecard Training
Claire Chennault
Created on November 5, 2025
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Transcript
Quality Assurance Introduction & Scorecard Training
Lorem ipsum dolor sit
Lorem ipsum dolor sit
Next
What is Quality Assurance
PurposeEnsures accurate, compliant, and professional patient interactions Promotes consistency across all agents Aims to improve CSAT Identify coaching needs and drive improvement How It Works QA team reviews and scores interactions Feedback shared for coaching and performance trends Data collected is reviewed to identify trends
Next
QA Impact on the Business
Next
Core Competencies
Opening
HIPAA
Personalization
Maintain HIPAA
Compliance
Greeting
No Medical Claims
Be sure to click on each competency
Notes in Zendesk
Maintain Professionalism
Assistance Offered
Closing
Survey
Tone
Communication
Tagging
Efficiency
Next
Prospect Scorecard Competencies
Lorem ipsum dolor sit
Resources
Solution Framing
Sales
Retention Attempt
Lorem ipsum dolor sit
Next
Patient Scorecard Competencies
Escalation
Solution
Support
Next Issue Avoidance
Action
Next
Cancellation Scorecard Competencies
Retention
Reactivation
Retention
Action
Next
Where to Find Your Reviews
- Reviews are delivered through Zendesk QA
Weekly Expectations- Review your QA feedback each week
- Expect 4–10 reviews per week
- IQS Goal is: 80%
Time ManagementNext
Accessing Your Reviews
Next
Disputing your Reviews
Next
Before You Take Off...
Next
Training Feedback & Knowledge Check
Both forms must be submitted for the training to be considered complete. Thank you for participating in this training. Any questions can be directed to Training Manager Karla Gonzales
Greeting
This competency focuses on making sure your greeting is strong and confident, and that you clearly include both your name and Rugiet Patient Support. This helps set a positive, professional tone for the interaction with our patients.
Solution
This competency measures whether solutions were clear, accurate, complete, and appropriate, following standard operating procedures (SOPs).
Efficiency
Calls: Avoided filler words, minimized dead air, and kept hold time under 2 minutes. Emails: Covered all necessary information in the first response to aim for a one-touch resolution.
Tagging
Is your conversation is tagged appropriately and completely? Required tags: Customer Support Topic, Product, and Interaction—all filled out correctly. Include any other tags where appropriate and helpful.
Survey
Calls: Always mention the CSAT survey Chat: Use the closing macro that references the survey. All interactions: Offer Trustpilot when appropriate. If a patient interaction is a perfect opportunity for Trustpilot—like when they praise our product or team—and it’s not offered, it will impact your score.
Personalization
This competency focuses on using the patient’s name and adding personal touches so they feel heard. For example, referencing details from their message shows you’ve read it and care.
Next Issue Avoidance
Provided information that helps avoid a repeat call for the same issue. This often includes showing how to make changes in the account or clarifying that a credit/refund is a one-time courtesy.
Escalation
This competency measures whether issues related to tech, doctor, pharmacy, or medical concerns were escalated to the proper team following the proper SOP. It only applies when an escalation is clearly needed and is not relevant to most interactions.
HIPAA
This competency checks that HIPAA was verified with three pieces of information, or two pieces if the interaction is only about canceling a subscription. This is an autofail category—if it’s not completed, the interaction will fail and it can impact performance reviews REMINDER: NAME MUST FULLY MATCH ACCOUNT FOR HIPAA
Did You:
Offer additional assistance before ending the interaction, like asking if there’s anything else you can help with, whether on a call or in an email.
Resources
Facilitated future purchases by providing patients with helpful resources, relevant product information, and any applicable offers or promotions. This competency focuses on guiding the patient toward the next steps in a way that is informative, supportive, and aligned with their needs, without being pushy. Example: Sharing a promo code like PSWELCOME20, sending a signup link via email, or directing them to an FAQs page to support their next purchase.
Reactivation
Provided clear instructions to the patient on reactivating a subscription, placing future orders, adjusting refill dates, or other appropriate actions.
3...2...1... ACTION!
Did you "walk the walk" - Took correct action on account and clearly explained next steps – ensured actions were completed as promised and that the patient fully understands what was done. Examples include turning off a subscription when stated or uploading an ID when confirmed.
Professional Language
Maintained professional language throughout the interaction. This is an autofail category, meaning if professional language is not upheld, the interaction will automatically fail and it can impact performance reviews.
Solution Framing
Framed the product or service as a solution to the patient’s specific need, highlighting unique benefits Example: Patient: “Would this work for someone who is 80? I have tried everything!” Response: “We have many patients in similar situations, our medication is customizable, and you’ll have doctor access through your portal. This unique compounded medication works for patients who’ve tried other products that didn’t work or stopped working."
Maintain HIPAA
Maintained HIPAA and PCI compliance throughout the interaction. After verifying HIPAA, you also follow all PCI requirements. Example: You verified two pieces of HIPAA information to cancel a subscription, but then the patient requests a refund and you fail to ask for the third piece of HIPAA information.
Got Notes?
Notes are accurate and detailed, include the patient’s email, and use the notes macro. This ensures actions and communications are clear and easy to find.
Retention Attempt
This competency checks whether the agent attempted to close the interaction by encouraging the prospect to sign up. It focuses on guiding the conversation toward a positive outcome while ensuring the prospect feels supported and informed.
Tone
Used a friendly, empathetic, and confident tone throughout the interaction. This is important for all interactions, and your tone should remain consistent even during escalated or challenging situations.
No Medical Claims
Avoided making medical claims or giving medical advice. The goal is to provide support without offering guidance that should come from a healthcare professional. For example, do not tell patients how to take their medication, diagnose symptoms, or recommend treatments. Stick to factual information and company-approved resources.
3...2...1... ACTION!
Did you "walk the walk" - Took correct action on account and clearly explained next steps – ensured actions were completed as promised and that the patient fully understands what was done. Examples include turning off a subscription when stated or uploading an ID when confirmed.
Retention
Retention attempt – make at least one attempt to offer an alternative to cancellation. Exemptions include cases of side effects, adverse reactions, or no longer in need of treatment