lET'S GET IT NOW
start
iNTRODUCTION
This session will help you to get ready for your future calls and evaluations
Focuse on these points
Documentation
Self-Service
Email Validation
email validation
Why email validation matters?
Email validation is more than documentation or a QA recurriment. This directly impacts our ability to collet VOC (Voice of the Customer) surveys, which in turn helps drive our performance results and bonus opportunities.
Every validated email increases our chances of receiving valuable feedback
When email validation is required?
- When speaking directly wiht employees or employers.
- Always confirm the email verbally with them.
Not Mandatory
1. When a family member or third party is calling In these cases, the incident can be documented with an invalid emial
How to validate an email correctly
Ask the caller to spell the email out
Repeat it back to confirm accurancy
Aways update the contact card
WHy self-service options are important?
+info
Let's see how much you already know
LOV selection
Selecting the correct LOV for each incident is essential to ensure accuracy and consistency in our records. This helps create a clear history of interactions and allows the CM to easily understand the reason for the employee’s call if an SR is submitted.
IMPORTANT
If multiple issues are addressed during the interaction, select the LOV that has the greatest impact on the claim or leave.
lET'S TEST YOUR DOCUMENTATION SKILLS
Acurrate
Clear
Correct
Brief
Instructions
Read the scenario
Choose the correct LOV
Be ready to explain why
Ask for the emial every time
Every time you validate, correctly document, and properly place the email, you’re not just closing an interaction—you’re strengthening VoC results
Promote self-service with confidence
Keep in mind Self‑service is about offering the right tools at the right time—whether it’s SMS enrollment, setting up DD on an existing claim, or providing the ITO reporting link.
Document accurately using the rigth LOVs
Always select the correct LOVs when documenting interactions to ensure accurate tracking and reporting.
THANKs!
Self‑service options are important because they empower employees to complete tasks quickly and conveniently, reduce repeat calls, and improve overall efficiency, while still ensuring Guardian fulfills its service responsibility. Some self-service options available are SMS enrollment, ITO links, and Direct Deposit setup is a MUST to offer when applicable.
lET'S GET IT NOW
Eliud Orellana
Created on April 16, 2026
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Transcript
lET'S GET IT NOW
start
iNTRODUCTION
This session will help you to get ready for your future calls and evaluations
Focuse on these points
Documentation
Self-Service
Email Validation
email validation
Why email validation matters?
Email validation is more than documentation or a QA recurriment. This directly impacts our ability to collet VOC (Voice of the Customer) surveys, which in turn helps drive our performance results and bonus opportunities.
Every validated email increases our chances of receiving valuable feedback
When email validation is required?
Not Mandatory
1. When a family member or third party is calling In these cases, the incident can be documented with an invalid emial
How to validate an email correctly
Ask the caller to spell the email out
Repeat it back to confirm accurancy
Aways update the contact card
WHy self-service options are important?
+info
Let's see how much you already know
LOV selection
Selecting the correct LOV for each incident is essential to ensure accuracy and consistency in our records. This helps create a clear history of interactions and allows the CM to easily understand the reason for the employee’s call if an SR is submitted.
IMPORTANT
If multiple issues are addressed during the interaction, select the LOV that has the greatest impact on the claim or leave.
lET'S TEST YOUR DOCUMENTATION SKILLS
Acurrate
Clear
Correct
Brief
Instructions
Read the scenario
Choose the correct LOV
Be ready to explain why
Ask for the emial every time
Every time you validate, correctly document, and properly place the email, you’re not just closing an interaction—you’re strengthening VoC results
Promote self-service with confidence
Keep in mind Self‑service is about offering the right tools at the right time—whether it’s SMS enrollment, setting up DD on an existing claim, or providing the ITO reporting link.
Document accurately using the rigth LOVs
Always select the correct LOVs when documenting interactions to ensure accurate tracking and reporting.
THANKs!
Self‑service options are important because they empower employees to complete tasks quickly and conveniently, reduce repeat calls, and improve overall efficiency, while still ensuring Guardian fulfills its service responsibility. Some self-service options available are SMS enrollment, ITO links, and Direct Deposit setup is a MUST to offer when applicable.