Effectively or Exceptionally Demonstrated (0.00)

Does not allow the caller to complete answer/thought before asking another question (0.00)

Does not seek to understand unique situation, complexity, or previous interactions with the caller on the issue (0.00)

Opportunity for Improvement (0.00)

Opportunity for Improvement (0.00)

The caller drives the call, redirects the conversation (0.00)

Caller genuinely thanks the Coach, compliments the experience and/or Specialist, seeks to work with the Specialist again (follow-up call/appointment, asks for extension number), and/or expresses words of friendship and trust (0.00)

Coach shows genuine responsiveness and confidence to resolving the caller's situation (0.00)

The caller is actively engaged in the dialog and clearly feels that the Coach understands the issue and urgency (0.00)

Opportunity for Improvement (0.00)

Documentation is weak, does not capture essential details of the promises made such that another employee would understand if the caller had to call back (0.00)

Specialist Type matches the current form (0.00)

OH Marketplace MBR (0.00)

System Call ID/Call Reference number (0.00)

Opportunity for Improvement (0.00)

Asks targeted and appropriate questions (0.00)

Effectively or Exceptionally Demonstrated (0.00)

Effectively or Exceptionally Demonstrated (0.00)

Quickly identifies the need to warm transfer the call; effectively provides new Specialist with relevant information (0.00)

Readily helps the caller to understand how to achieve his/her objective, explains what steps are being taken and why (as appropriate) (0.00)

Limited attempt to build rapport, cursory and/or empty comments; sounds scripted (0.00)

Effectively or Exceptionally Demonstrated (0.00)

Uses resources to answer questions and/or investigate; seeks to achieve resolution personally (0.00)

Did the caller express dissatisfaction about authenticating multiple times? (First with the IVR and then again with the Specialist)

Did the Specialist accurately describe and their role as it relates to eligibility?

Specialist did accurately describe the role of (0.00)

Did the Specialist immediately ask questions before caller explained entire issue?

Did the Specialist refer the caller to self-service tools? (My ) or (Provider Portal)

Customer Support (0.00)

Was "Call Avoidance" noticeable on call interaction? (i.e. caller saying hello, hello at the beginning, hang-up, etc.)

Low (no prompting) (0.00)

Member/Prospective Member (0.00)

Specialist Type matches the current form (0.00)

IN Marketplace MBR (0.00)

System Call ID/Call Reference number (0.00)

Effectively or Exceptionally Demonstrated (0.00)

Asks targeted and appropriate questions (0.00)

Reflects understanding of the Member’s input by using own words and phrasing; combines input and ideas into a summarized concept (0.00)

Effectively or Exceptionally Demonstrated (0.00)

Opportunity for Improvement (0.00)

Demonstrates some hold courtesies; explains "dead air," but does not provide periodic updates; Caller may have to ask if the Specialist is still there (0.00)

Specialist shows genuine care and responsiveness to the Member’s situation (0.00)

Specialist demonstrates patience with the Member (0.00)

The Member is actively engaged in the dialog and clearly feels comfortable with the Specialist (0.00)

Effectively or Exceptionally Demonstrated (0.00)

Expresses a “can do, will do” attitude to the caller; assures caller there is a sincere motivation to serve; exhausts all options to help (0.00)

Makes a personal commitment to help the Member achieve his/her objective; articulates ownership in a sincere and engaging way (0.00)

Clearly articulates ownership and responsibility for working with the caller to achieve a positive outcome (0.00)

Did the caller express dissatisfaction about authenticating multiple times? (First with the IVR and then again with the Specialist)

Did the Specialist accurately describe and their role as it relates to eligibility?

Did the Specialist immediately ask questions before caller explained entire issue?

Did the Specialist refer the caller to self-service tools? (My ) or (Provider Portal)

Was "Call Avoidance" noticeable on call interaction? (i.e. caller saying hello, hello at the beginning, hang-up, etc.)

Low (no prompting) (0.00)

Member/Prospective Member (0.00)

Specialist Type matches the current form (0.00)

GA Marketplace MBR (0.00)