What do I do? SS - PE QUIZ

Soft skills Quiz

Training delivery team

Let them vent and show reassurance

Transfer back to the queue

Scream back

What do I do if the member is screaming?

QUESTION 1 of 10

Right!

Next

Ignore their feelings and ask for their member ID

Place them on hold

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

The member calls to complain about the previous representative

QUESTION 2 of 10

Right!

Next

Work as quickly as possible

Continue as if nothing happened

Acknowledge and set up the right expectations

A member is in a rush and tells you to hurry

QUESTION 3 of 10

Right!

Next

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

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

QUESTION 4 of 10

Right!

Next

Offer a callback because the connection is breaking off

Create small talk

Tell the member you cannot hear them

You hear a dog barking in the background.

QUESTION 5 of 10

Place them on hold

Warm transfer to an onshore representative

Be sarcastic and argue with them

The caller requests a representative in the US.

QUESTION 6 of 10

Right!

Results

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

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

QUESTION 7 of 10

Ask them the new address to update it

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

Show active listening and follow the conversation

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

QUESTION 8 of 10

3PS

Show compassion

Follow HIPPA

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

QUESTION 9 of 10

Tell them to callback

Sound annoyed

Be patient and tell them there is no rush

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

QUESTION 10 of 10