" Do I have to call back to find out if my claim has processed ? I have already called in twice about this and really don't want to have to follow up again !"
answers may vary
address mycigna
address NO homework
empathy
Oops!
Check
Okay!
Check
20
"Hi, I have some claims from my chemo treatment that I am getting these papers from Cigna on and they are really high and stressing me out. I don't know how I am supposed to pay these and who I pay them to, can you help me?"
answers may vary
educate the customer
empathy
coaching opportunity
MPC ?
Oops!
Check
Okay!
Check
monster
Reset all scores!
Oops!
star
Double points!
Okay!
fairy
Take points!
5
10
15
20
25
lifesaver
Give 25 points!
Oops!
15
How old does a customer have to be to register for mycigna.com ?
18 years old
Oops!
Check
Okay!
Check
20
" Hi, I need to see if Northside Associates is INN with my plan, I am having shoulder issues and I don't want to spend a fortune on it."
answers may vary
Check status
Educate on benefits
One guide call flow
Oops!
Check
Okay!
Check
trap
No points!
Oops!
magnet
Take 25 points!
Okay!
shark
Other team loses 25 points!
Okay!
baam
Lose 5 points!
Oops!
15
How can we tell if an account is One Guide ?
OG indicator in OV
Oops!
Check
Okay!
Check
15
What does the ABC of NBA's stand for ?
Appropriate
Beneficial
Connecting
Oops!
Check
Okay!
Check
lifesaver
Give 10 points!
Oops!
shark
Other team loses 25 points!
Okay!
fairy
Take points!
5
10
15
20
25
baam
Lose 20 points!
Oops!
20
Your customer has been trying to loose weight but needs a little support, how do you engage the customer about coaching?
answers may vary
Oops!
Check
Okay!
Check
15
What 3 coachings make up the Lifestyle Management Program (LMP)?