"Thank you for helping me find a new doctor for my daughter. I would look it up online, but I am traveling and I don't have my laptop with me." How would you respond ?
Answers may vary
looking for offering mycigna and the app
but also acknowledging the customer can still always call us
Oops!
Check
Okay!
Check
20
" I really want to stop smoking, but its so hard to do on my own." Engage your customer
answers will vary , Tobacco cessation
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Okay!
Check
25
A customer has to have what kind of need to be approved for My Personal Champion (mpc) ?
administrative needs
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Okay!
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15
What does the ABC of NBA's stand for ?
Appropriate
Beneficial
Connecting
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Okay!
Check
banana
Go to last place!
Oops!
shark
Other team loses 20 points!
Okay!
rocket
Go to first place!
Okay!
banana
Go to last place!
Oops!
20
Your customer has stated she has been recently diagnosed with Diabetes and is very stressed about where to even start with managing this condition. How might your conversation go with the customer ?
answers may vary
empathy for the customer and their diagnosis
addressing coaching for diabetes and stress management
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Okay!
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20
" 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!
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Okay!
Check
15
How can we tell if an account is One Guide ?
OG indicator in OV
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Okay!
Check
15
How old does a customer have to be to register for mycigna.com ?
18 years old
Oops!
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Okay!
Check
seesaw
Swap points!
Oops!
rocket
Go to first place!
Okay!
fairy
Take points!
5
10
15
20
25
lifesaver
Give 20 points!
Oops!
eraser
Reset score!
Oops!
fairy
Take points!
5
10
15
20
25
gift
Win 15 points!
Okay!
baam
Lose 15 points!
Oops!
20
 "I have recently been diagnosed with heart disease . My mother passed from heart disease, so it must run in the family. I have no idea what I'm in for with this condition and want to find all the resources I can to help" - Engage