allow to stablish a personal relationship with out members
critical thinking
Common Purpose
Lifelines
Integrity
What to do when Interrupting the Caller?
are skills that you can focus on developing in order to positively impact how you handle a call
Changing one word can change the whole tone of your message. Sometimes just changing your inflection, changes the meaning of words.
documenting when you apply the common purpose
Caring
you have to make decisions to resolve the callers issue
Tone, Rate, and Volume of Speech
Empathy
ASD Documentation
We do the right thing for the right reason
apologize (i.e. "I'm sorry I interrupted you…") and adjust your pace to match the caller.
support system that CSR can use when they need assistance
Attitude
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.
We listen to and respect our customers and each other so we can act with insight
