Matching Pairs Call Components - MemberOnline version Call Components - Member by yuly gonzalez 1 Integrity 2 are skills that you can focus on developing in order to positively impact how you handle a call 3 Changing one word can change the whole tone of your message. Sometimes just changing your inflection, changes the meaning of words. 4 documenting when you apply the common purpose 5 Lifelines 6 allow to stablish a personal relationship with out members 7 Common Purpose 8 Caring 9 critical thinking 10 What to do when Interrupting the Caller? Attitude ASD Documentation you have to make decisions to resolve the callers issue We listen to and respect our customers and each other so we can act with insight Tone, Rate, and Volume of Speech apologize (i.e. "I'm sorry I interrupted you…") and adjust your pace to match the caller. Empathy support system that CSR can use when they need assistance We do the right thing for the right reason The goal is to advocate for our members’ best health by helping them get the most from their benefits, building trust and always providing a clear path to care.
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