AnswerFirst CSP Training Quiz

Describe how you find out who is on call for an account.

"ALT + F11"

Unless the account says otherwise, AnswerFirst requests a certain introduction when standard patching a call. WHAT IS THE CORRECT INTRODUCTION (when introducing caller to client) WHEN STANDARD PATCHING CALLS?

"THANK YOU FOR HOLDING, (caller). I HAVE (client) ON THE LINE FOR YOU." *Thank you for holding John*, I have Attorney Bazaz on the line"

You receive a call on an account which advises you to "blind patch all." Describe how to complete this task after completing the message. (This is a standard???? patch)

(***CHANGE TO STEPS FOR A BLIND PATCH IF NECESSARY.) Steps: 1) Fill in script 2) Ask permission > "F1" 3) Dial the Contact 4) Say "This is (Rebeca) w/ AnswerFirst, I have (caller's name) on the line. May I connect her/him,?" If yes, 1) "ALT+F1" > "ENTER" 2)"Thank you for holding (caller's name), I have "client name" on the line for you" 3) "ALT + F2" > "ENTER" 4) "DELIVER" 5) "WHO / HOW" 6) "F4"

The correct format for placing a special:

(2/21)Water is off until 3pm today (SMD)

The office calls to say that the are leaving for the day. What do you do?

1) "ALT+F5' to change Account Status 2) Confirm on-call if possible and note in "ALT+F11"

Now that you have provided the client (or client representative) with the message information how should you deliver the message?

1) "F9" (DELIVER message) 2) If not on dispatch screen, Press "click to deliver" button, 3) enter who/how in delivered to field - (ex. John / called in) 4) F4

What does patch and deliver mean?

1) CONNECT THE CALL attempting all methods in the dial box, & 2) DELIVER THE MESSAGE whether the client answers or not.

The office wants to let us know that a new employee will be on call and handling the after hours calls for the evening. What do you do?

1) Complete a "CUF" (Client Support Request form) w/ new person contact info and when they will be on call.

If you are patching a call and the caller hangs up, what should you do?

1) Continue with the patching process 2) In a blind patch, if you receive a voice mail or a live person, let the client know that the caller disconnected. 3)Say to CLIENT, " Hi mr client, this is rebeca with answerfirst, i had john smith on the line but we were disconnected, Would you like their information? 4) Follow their instructions.

A call came in on 5307 so it is not being billed to the client. Please describe how to ensure the call will be billed to the client.

1) FETCH CLIENT'S ACCOUNT - "F12" 2) Complete all work 3) "F4"

You need to request a day off next month for a special event or doctor's appointment. How do you do this?

1) Make sure the date isn't blocked on the Vacation calendar (AF Intranet) 2)Submit time off request through ProScheduler (Must be done 21 days in advance)

When a client calls and wants to change the On Call Technician for the night, what should you do?

1) WHILE CLIENT IS STILL ON THE PHONE: "ALT > F11" to confirm, then 2) Complete a CUF (Client Support Request Form)

When the on call person for an account calls in and says they didn't receive a text from us, what should you do?

1)Offer to relay the message verbally. 2)If needed, complete an internal request form that a new text be sent and be sure to include details of which message they need resent

What does patch and escalate mean?

1. Attempt to connect call. 2. If the contact doesn't answer / accept patch, escalate call to next contact in dial box. 3. Continue until contact is made or on-screen instructions change.

If you receive a busy signal when dialing a contact, what should you do?

Always try that method again before moving on to another method or contact.

Your choices before you take a message are either "New patient", "Existing patient", "Medical Facility" or "All Others". You just said the answer phrase and the caller says that they the need to speak with someone with the scheduling department. What should you do next?

Ask whether they are calling on behalf of themselves or a medical facility, then ask if they are a new or existing patient if needed.

The main difference between a blind patch and an intro patch:

Blind patch - Don't introduce caller. Standard patch - Advise Client of who's calling > introduce caller to Client before transferring

What is Blind Patching? What steps are needed to perform this type of patching?

Blind patching - Connecting to a ringing line or voicemail without waiting for an answer or to introduce. Steps: 2) Ask permission > "F1" 3) "Going to be patching" 4) "Contact" button / wait for ring/vm 5) "ALT + F1" > ENTER" > "ALT + F2" 6) "DELIVER" 7) "WHO/HOW" 8) "F4"

If a client calls to say that they are gone for the weekend and that John is on call for Saturday and Tom is on call for Sunday what is the best procedure to follow after creating an expiring status.

Check the on call schedule to see if John and Tom are already listed as on call for those days. If not, complete a CUF with all of the details.

What do you do if you are receiving a busy signal when logging in to your audio resource?

Check to see if I'm already logged into an audio resource.

A client calls into our AnswerFirst Customer Service account 805 to retrieve their message. They DO NOT know their account number. How would you find their account number?

Look in the Client List (Telephone Agent) or CDI (AF Intranet)

Once you have fetched up the client account and assigned the proper billing how do you find the pending message?

Look in the message index for an unopened envelope or the message they are calling about ** CLARIFY> DO I PRESS "ALT. + F9" ? (Message Center View)?

Can you dial 911 from inside Telephone Agent?

No.

If a script field is not required and the caller does not have that information, what do you enter in the field?

Nothing, leave it blank

Your computer seems to have issues when you are logged on to the same server. It tends to happen around the same time every day. To whom and how do you communicate this need?

Shift Leader using Ryver

What is Standard Patching? What steps are needed to perform this type of patching?

Standard patching - we introduce the client to the caller. Steps: 2) Ask permission > "F1" 3) Dial the Contact 4) Say "THIS IS REBECA WITH ANSWER FIRST, I HAVE (caller's name)ON THE LINE. MAY I CONNECT HER/HIM?" If yes, 1) "ALT+F1" > "ENTER" (to transfer call) 2) say "THANK YOU FOR HOLDING (CALLER'S NAME), I HAVE (CLIENT'S NAME) ON THE LINE FOR YOU." 3) "ALT + F2" (to take myself out ) 4) "DELIVER" 5) "WHO / HOW" 6) "F4"

You receive a call on an attorney's account. The directions tell you to patch all potential new clients. What are the steps to completing this task after completing the message? (This is a standard patch)

Steps: 1) Fill in script 2) Ask permission > "F1" 3) Dial Contact 4) Say TO CLIENT, "This is (Rebeca) w/ AnswerFirst, I have (Caller's name) on the line, would you like me to connect? If yes, 1) "ALT+F1" > "ENTER" 2)Say to CALLER, "Thank you for holding (caller's name), I have "(_client_)" on the line for you." 3) "ALT + F2" > "ENTER" 4) "DELIVER" > "WHO / HOW" > "F4"

The client calls to say they are gone for the day and that Tom is on call. What would be the first step?

The first step is to change the status, Alt F5

How should your nickname be changed in Ryver Chat when you are going on your scheduled break?

When going on a scheduled break change status to "away" on Ryver.

When do you stop escalating when the script directs you to patch and escalate? (2)

When you connect the caller or the script directs you to stop