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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
How old does a customer have to be to register for mycigna.com ?
18 years old
What are the top 3 surprised for a customer ?
INN vs OON
Copays and deductibles
Pharmacy benefits
Fill in the Blanks:
On every call, ask youself : " Have I helped the customer _____ and ______?"
Save money and stay healthy
" I really want to stop smoking, but its so hard to do on my own." Engage your customer
answers will vary , Tobacco cessation
What 3 coachings make up the Lifestyle Management Program (LMP)?
Tobacco cessation
weight Management
stress management
A customer has to have what kind of need to be approved for My Personal Champion (mpc) ?
administrative needs
"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
answers may vary
offering appropriate
show appropriate empathy
What are 4 chronic conditions that customers can coach over ?
Asthma, Anxiety,Bipolar,COPD ,(CHF)
Coronary Artery Disease (CAD) ,Depression
Diabetes, Low Back Pain, Osteoarthritis ,Peripheral Artery
" 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
How can we tell if an account is One Guide ?
OG indicator in OV
How would you document transferring a customer to ITMC ?
Request Category: One Guide
Request Name : Coaching
Resolution : Warm Transfer
PP8055
What are the elements of wrapping up a One Guide conversation?
Provide verbal summary of interaction to the customer.
•Promote the One Guide experience.
•Document the conversation in OneView.
Your customer has been trying to loose weight but needs a little support, how do you engage the customer about coaching?
answers may vary
How do customers benefit from the services provided by the Health Coaches?
answers may vary
" 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
