Situational Examples

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Did the caller make the right decision? Let's see if you know your stuff!

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Situational ExamplesVersión en línea Did the caller make the right decision? Let's see if you know your stuff! por ISG Call Center 1 Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly? Yes No 2 Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct? Yes No 3 Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right? Yes No 4 CJ notates the email address then hits save and next. Is this the correct action? Yes No 5 Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right? Yes No 6 Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing? Yes No 7 Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct? Yes No 8 Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right? Yes No 9 Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing? Yes No 10 Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button. Yes No 11 MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly? Yes No 12 Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing? Yes No 13 Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing? Yes No

Situational ExamplesVersión en línea

Did the caller make the right decision? Let's see if you know your stuff!

por ISG Call Center

Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly?

Yes

Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct?

Yes

Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right?

Yes

CJ notates the email address then hits save and next. Is this the correct action?

Yes

Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right?

Yes

Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing?

Yes

Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct?

Yes

Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right?

Yes

Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing?

Yes

Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button.

Yes

MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly?

Yes

Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing?

Yes

Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing?

Yes

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Situational ExamplesVersión en línea

por ISG Call Center

Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly?

Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct?

Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right?

CJ notates the email address then hits save and next. Is this the correct action?

Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right?

Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing?

Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct?

Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right?

Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing?

Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button.

MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly?

Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing?

Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing?

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