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10
×
what is Paraphrasing?
Responding using important words or phrases to reflect understanding and empathy.
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heart
Other team wins 25 points!
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magnet
Take 20 points!
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fairy
Take points!
5
10
15
20
25
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banana
Go to last place!
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10
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what are some types of Inbound Support?
General Member Questionsโ Provider Look upsโ Care Connectionsโ PCP Changesโ Claims Inquiresโ Prior Authorizationsโ Medication Coverageโ
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25
×
what might a closed question start with?
Do, Is, Can, Could, Will, Shall, Should
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10
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what does PHI stand for
Protected Health Information
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15
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Clark resources depend on Quality, Diversity, Commitment & dedication or all of the above?
all of the above
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10
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A members telephone number is a non public element
False
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15
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What does FCR stand For:
First Call Resolution
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20
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what words do open ended questions start with
How, Why, When,Where, What Who Which
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15
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What is Abuse?
Payment for items or services that were not entitled to you.
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15
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A customer is an outsider to our business, they are not a definite part of it. true or False.
False, a customer is not an outsider to our business, they are a definite part of it.
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10
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What is an Occurrence?
An occurrence is a point value received for an unscheduled absence, tardy or Early Departure
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lifesaver
Give 20 points!
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shark
Other team loses 20 points!
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rocket
Go to first place!
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baam
Lose 20 points!
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15
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what are civil penalties for violating HIPAA
Up to $1.5 million per year per violationโ
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seesaw
Swap points!
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star
Double points!
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shark
Other team loses 10 points!
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banana
Go to last place!
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10
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Your Attitude consists of what 2 components
Internal and External
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