Cody Lardizabal

Handling Bad Phone Connection Championing member experience Huddle Document 2.13.16 Prepare: Printout of the Enhanced Call Flow document Say: Ensuring excellent member experience is the heart and soul of what we do as Health Advisors. Our actions need to manifest compassion towards the challenges and difficulties being experienced by our members. But how do we handle technical difficulties such as a bad phone connection which could break down the communication between you and the member? Before we answer that, let us review how we open a call. Who can demonstrate? Do: Solicit responses Appropriate response: Thank you for calling United HealthCare. My name is (state your name). (If no pop up) To whom do I have the pleasure of speaking with? (If pop up appears) Do I have the pleasure of speaking with (state member’s name) ? Thank you. Do: Acknowledge the response/s from the group. Transition to next topic. MSO HIX Capability Development Doc. Version 1.0 2 Huddle Document 2.13.16 Establishing Clear Lines Say: After the opening spiel, it is important that we continue with the call as usual but be mindful of indicators that the call doesn’t have optimal audio quality. What do you think are the indicators that the line is not clear? Do: Solicit responses. Possible responses are: • The existence of static sound • Unable to hear the member • Member keeps on saying “hello” • Garbled speech • Difficulty in making sense out of the words being spoken • The existence of overpowering background noise Do: Acknowledge the responses and check for understanding. Say: So those are indicators that the phone connection is bad or not optimal for transacting with the member. Do: Distribute the printouts of the Enhanced Call Flow Say: Here is a guide on how we can go about with the conversation. MSO HIX Capability Development Doc. Version 1.0 3 Huddle Document 2.13.16 Do: Go through the flow of the document, pausing from time to time to check for understanding. Do: Remind the HAs that if at any point in the call, they noticed that they or the member are/is experiencing bad connection then they had to pause and apologize. MSO HIX Capability Development Doc. Version 1.0 4 Huddle Document 2.13.16 Do: Remind the HAs to secure the member’s name and contact number before doing a call back. Do: Remind the HAs to utilize the VCC “Panic” button to report the identified technical glitch. Do: Avoid HIPAA violation! Enforce with the HAs that once an account has been opened, they need to verify the member’s information first before assisting the member with the callback. Very Important! • All identified VCC and Phone Issues MUST be uploaded in the Outage Tracker Sharepoint. MSO HIX Capability Development Doc. Version 1.0 5