Customer Service - T&D | Super Survey Maker

A professional and modern office environment with customer service representatives engaged on phone calls while displaying charts and patient profiles in the background.

Customer Service Mastery Quiz

Test your knowledge and skills in customer service with our engaging quiz designed specifically for professionals in the field. This quiz covers essential scenarios and best practices to ensure excellent patient interactions.

Key Features:

12 multiple-choice questions
Focus on real-world situations
Understand effective communication strategies

12 Questions3 MinutesCreated by AssistingEagle514

Jane Doe has had a kit from a previous test for over 4 months and has just been referred for another test. She is now on the courtesy call list and we are about to call her. What is the best approach?

Complete CC and ship another kit

Contact the patient regarding the outstanding device

Fax the clinic to let them know Jane has a device already

Invoice the patient for the 1st device

In any case, when should we email a patient if they have an email address on file?

After we have already abandoned the test

Right from the start

At the time we fax for an alternate phone number

After leaving 3/3 voicemails

Whenever I realize there is an email on file

What should we always make sure is up-to-date on a patients profile or intervention page?

Part 1: A clinic called to ask for a report for John Doe. Currently, we are behind on reports, the data was downloaded a week ago and has not yet been assigned to a tech. The clinic seems frustrated, what do you tell them?

"The device was returned a week ago and we are so behind. We are so sorry and will have it assigned as soon as possible"

"I do see the device was returned a week ago.. I'm not sure why it hasn't been assigned but I will investigate"

"Let me speak to my supervisor and I will get back to you"

"The good news is we have the device back and it is with a tech for review. I will touch base and have them generate it asap for the cardiologist. When did you need it by?"

Part 2: After speaking with the clinic, what action must you take?

Document inbound notes & email Meghan and Jill

Document inbound notes & email Assign Team

Document inbound notes & email Tricia

If a patient is calling in regarding 0% cell and the kit was shipped over 2 months ago, what has likely happened?

The device is faulty

The patient is in a low cell zone

The SIM card needs to be removed and re-inserted

The SIM has been de-activated

Part 2: What action needs to be taken?

None, the device will re-activate on its own and data will update

Do a "SIM card pull" with the patient

Ask manager to re-activate device

Ask patient to send back device and we will ship a new one

You are completing a CC for a patient and notice the intervention states "28-day Test 1", what do you need to tell the patient?

Tell the patient the first 14-days will be completed now, and the second 14-days 1 month afterwards.

Tell the patient the test will be a full 28-days

Tell the patient the first 14-days will be completed now, and the second 14-days right after.

John Smith has been monitoring for 18-days total and he states he did not receive an EOT notification, what likely happened here?

The nursing home was not updated as a mobile number

Nursing home did not receive a call because patient is subscribed to text

The nursing home didnt inform him the test was over

Patient should have received the EOT notification

Edna is undecided on testing with us, she is confused why she was referred and wants to reach out to her doctor. How many days should we wait to hear back from her before abandoning the test?

Create a FT for 5 business days

Abandon the test right away

Never abandon the test

Call the doctor for her

Whose job is it to monitor and remove unnecessary & outdated information on patient profiles? (such as alert notes)

Meghan, Jill or Kenzie

Customer Service Staff only

Data Entry Staff only

Everyone who enters the profile

Customer Service - T&D

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