Share CCF to OG Week 2
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"My doctor told me I have a heart condition and need to lose weight. He gave me a diet-I don't think I can stick to it. I've tried losing weight, I keep gaining it back! "
Engage your customer
Open: demonstrate the appropriate level of empathy for the customer
"Thank you for helping me work through them. I know it's bad, but I think I smoked a whole pack of cigarettes during this time! I really must quit." Engage your customer
Open: Learner should demonstrate the appropriate level of empathy for the customer.
"My doctor just diagnosed me with Asthma. I know this can be serious and I promised my wife/husband I would do what I can to take care of this." Engage your customer
Open: Learner should demonstrate the appropriate level of empathy for the customer.
Why is setting the stage an important part of a One Guide Call?
Open
There are two parts to a call, the personal/Emotional and technical. Which is more important? Please explain your answer.
Open
The _____ in the conversation leads you to an advocacy conversation instead of simply a transactional one.
Pivot
The One Guide experience is a _______ customer support model that helps people navigate the complex world of health care.
Unique
__________ help you identify the health advocacy programs that best suit the customer’s personal health needs.
Next Best Action (NBA)
What does "You male the call" mean?
Use your best judgment as a Personal Guide for the customer.
What is the Lifestyle Management Program?
Program for tobacco cessation, weight management, and stress management engage individuals to provide support and coaching to make behavior changes.
What is IPHT?
Integrated Personal Health Team provides a 360-degree coaching team to reduce health-related risks across the continuum of health and improve productivity
What is Your Health First?
Cigna's chronic condition management program that focuses on examining the complete picture of a person’s health (behavioral, lifestyle, social, physical)
What information can be found in Customer Centric View (CCV)?
Open
What is case management?
Cigna case managers work closely with customers, family members and doctors. They stay informed about the latest medical treatments and resources
The Pharmacy Coaching Program (CoachRx) includes a team of ________ that customers can talk with to learn about their medication options.
Pharmacists
What resource can I use to view a list of No Cost Share Preventive Drugs?
Pharmacy 2019 No Cost Share Preventive Drug List Doc ID:RES37126
