โขIn Network vs Out of Network Providers
โขCo-pays and deductibles
โขPharmacy Benefits
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15
Why is it important to summarize every customer interaction?
To ensure nothing was left unaddressed
To make sure that the customer understands all the information or solutions provided
To be sure the customer understand
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20
Renaissance is used for any _______, _______ and __________ related topics
clinical, coaching, and case management
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20
Name THREE ways your role as a Personal Guide is changing
Open
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15
What are some benefits of registering on mycigna?
Open
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You hear the customer say they want to stop smoking. Engage your customer
Open
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25
Your customer has been trying to loose weight but needs a little support, how do you engage the customer about coaching?
open
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15
What are the elements of wrapping up a One Guide conversation?
Provide verbal summary of interaction to the customer.
โขPromote the One Guide experience.
โขDocument the conversation in OneView.
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15
How can we tell if an account is One Guide?
There is a One Guide indicator in OneView
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20
What soft skills will help you successfully handle calls from beginning to end?
Open
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15
Where can we view the customer's email address
In OV under preferences or in the mycigna tab
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20
If my customer wants to speak to a coach now about Asthma, what SOP/Ren Doc can I use to help me transfer the call to ITMC?
One Guide Connecting to a Specialist PP8054
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15
What are key elements of a successful One Guide call
Welcome the customer
myCigna Registration
Educating on myCigna communication preferences
Proactive education
Network steerage
Promote One Guide