Page 36 - PHP CA Resource Guide

The purpose of these scripts is to provide uniformity and structure to all telephonic interactions. Agents should familiarize and memorize the approved scripting so that the scripting eventually flows effortlessly from your mouth. When reading from your approved script, remember to implement elements from your Vocal Victories coursework. You’ll want to ensure that you’re reading scripts using proper tone, volume, speed, pitch, and inflection so as not to sound robotic on monotone. Scripts not only help the business to improve overall customer satisfaction through the reporting of STARS and HEDIS measures but, they also help you to sound more professional to members that you will engage with over the phone. Adherence to scripting will be monitored for compliance and accuracy.
1. It is important to memorize the approved scripting to remain compliant and professional sounding in your daily telephone interactions.
2.You can use your mouse to click through the script to aid you while you’re on a live call.
3. If you prefer, you can use CTRL+F to ‘FIND’ keywords and selected text. 4.Most boxes are interactive and clicking on them will link you to the selected
location providing for easy navigation throughout this document.
5.Text which is to be verbally spoken will always be highlighted in the color BLUE.
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TNETNI FO TNEMETATS :GNITPIRCS
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Care Advocate Resource Guide 2021 Q1-Q2