simplebooklet thumbnail

of 0
EMPLOYEE WORKBOOK Telephone Etiquette Guide for EPIC Customer Service Representatives
Revision History Document Version 1.0  Date 10 24 2016  Name John F. Game  Comments Initial creation  Telephone Etiquette ...
Employee Details  Employee Name ___________________________________ Employee Title ___________________________________  Pa...
Table of Contents About this workbook .......................................................................................
About this workbook The purpose of this workbook is to assist Elderly Pharmaceutical Insurance Coverage  EPIC  customer se...
Employee Work Station Before taking a call, a customer service representative should be at his or her workstation and have...
The Customer Service Representative A CSR is the first-line of contact between members, providers, and clients. The primar...
Proper Greeting Always use the proper greeting for EPIC members, providers, and American Indian Health  AIH  members. It i...
Topic One  Developing proper phone listening skills Listening is the ability to accurately receive and interpret messages ...
Recap Key Facts  Summarize and reflect back to check you have heard the key facts and content of the caller   s conversati...
Listening Bad Habits Below is a list of ten bad habits of listening. Check those listening bad habits that you are sometim...
The Seven Levels of Listening Being aware of your own bad habits is the first step to improving your listening skills. To ...
Active-Listening Word Search R L E S A R H P A R A P I T A  B S X K X O S D E G A G N E N  F U U B B U M A T Y J E I S Q  ...
Topic Two  Developing professional telephone etiquette skills Maintaining Control The CSR must be able to maintain control...
Never say                  What you NEED to do          What you SHOULD do          What you MUST do        You MUST  You ...
Avoid using phrases like  A.  I don t know.         Instead, say   That is a good question  let me find out for you  or of...
Irate Callers As a CSR, you will encounter angry callers on a daily basis. How you respond can make the difference between...
Always Remain Professional A caller who is irate is seeking help. As a CSR, you must always be professional, and learn to ...
Say What Now   The following phrases are not effective ways of communicating with a caller. Rewrite the phrases below to m...
Avoiding the Use of Acronyms While the use of acronyms in a contact center is an everyday practice, and essential for comm...
Irate Scenarios Every CSR dreads dealing with the inevitable    angry    caller, but unfortunately, it is unavoidable. Soo...
Topic Three  Developing Proper Call-Handling Skills In order to develop great listening and verbal skills, it is equally i...
Taking Messages If a caller wishes to speak with someone who is not available, and would like to leave a message other tha...
Fill in the Missing Words The following section will test your knowledge of the material learned for developing proper cal...
True or False The following statements are True-False statements. If the statement is true, circle T, and go to the next. ...
Connect the Dots Instructions  Connect the dots by lowercase letters. Connect a, b, c, d, ... and so on. Connect the dots ...
Looking Ahead Now that you have successfully completed the Employee Workbook, you are on your way to becoming a better cus...
Critical Thinking In order to properly create measurable goals, it is equally important to have a development strategy in ...
Employee Individual Development Plan What is an individual development plan  It is a document created by you, the employee...
The Next Step Once you have your individual development plan in place it is important to meet with your supervisor or mana...
Short-term Goals Make a list of your short-term goals below. Goal  1.  2.  3.  4.  5.  6.  7.  8.  9.  10.  Page 32     Em...
Long-term Goals It is easy to focus on short-term goals because you will see results quickly, and this helps to keep your ...
Resources This section is intended to provide EPIC CSR with helpful resources to do their jobs. You can find more resource...
Frequently Used Reference Numbers and Addresses EPIC Information EPIC Participant Helpline   1-800-332-3742  EPIC Provider...
Medicare Rights Center   1-888-795-4627  Social Security   1-800-772-1213  Michigan EPIC   1-866-747-5844  Suffolk County ...
Pacific Interpreters Magellan has an exclusive provider of telephonic language interpreters. They have a professional staf...
What is Considered Income  Type of Income Alimony  paid  Alimony  received  Annuities Black Lung  Considered EPIC Income  ...
No - however see note below. IRA Qualified Charitable Distribution  QCD   Note  An easy way to identify this income is if ...
Stimulus Refund Strike Benefits Supplement Security Income  SSI   No - if received by clergy. No Yes - if not taxed. Yes Y...
Acceptable Proof of Income The follow documents are accepted by EPIC as proof of income                           1099 Soc...
Rental Income Checklist In accordance with Section E of the Federal 1040 tax form, the following expenses related to the m...
Preferred Items to Send for Proof of Date-of-Birth  DOB  The follow items can be accepted as proof of Date-of-Birth      B...
Acceptable Items for Residency Proof     Current utility Bill  Telephone, Gas, Electric, cable     Property Tax Bills  Cur...
EPIC Eligibility Criteria In order for an applicant to meet eligibility qualifications, the following criteria   s MUST be...
Updated Call Work Codes  CWC   PROVIDER  PARTICIPANT  ENROLL QUESTIONS  3001  EPIC ADDITIONAL INFORMATION  3031  PARTICIPA...
Phone Aux Codes  AUX CODE 0  AUX REASON No Use  AUX DESCRIPTION The phone automatically puts you into this aux when you fi...
Notes  Page 48     Employee Workbook
Notes  Telephone Etiquette    Page 49
New York Elderly Pharmaceutical Insurance Coverage Program  Page 50     Employee Workbook