Edit Game
CCF to OG Week 1
 Delete

Use commas to add multiple tags

 Private  Unlisted  Public



 Save


Get beautiful free images


Delimiter between question and answer:

Tips:

  • No column headers.
  • Each line maps to a question.
  • If the delimiter is used in a question, the question should be surrounded by double quotes: "My, question","My, answer"
  • The first answer in the multiple choice question must be the correct answer.

 Import questions


Get beautiful free images






 Save   26  Close
Your customer states they have been having trouble sleeping at night and feel tired during the day. How do you engage your customer about our Health Coaches?
Open
Your customer has been trying to loose weight but needs a little support, how do you engage the customer about coaching?
open
You hear your customer mention they are really stressed out about work and life balance. Engage your customer.
Open
You hear the customer say they want to stop smoking. Engage your customer
Open
How do customers benefit from the services provided by the Health Coaches?
Open
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
Renaissance is used for any _______, _______ and __________ related topics
clinical, coaching, and case management
___________ is the clinical knowledge base
Renaissance
What are the customer top 3 surprises
•In Network vs Out of Network Providers •Co-pays and deductibles •Pharmacy Benefits
What are the advantages of providing feedback for you and the company?
Open
__________ a customer interaction at the end of the conversation ensures the customer has understood the answers and recommendations you have shared, and that no needs were left unaddressed.
Summarizing
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.
What soft skills will help you successfully handle calls from beginning to end?
Open
Name THREE ways your role as a Personal Guide is changing
Open
As a Personal Guide, you are the ________ of Cigna to our customers and will be empowered to take your role to the next level.
Voice
In your own words, explain what One Guide is
Open
You owe it to your customers to make sure they understand these options ________ they are needed. Fill in the blank.
BEFORE
How we proactively help the customer save money and stay healthy?
Open
What are some benefits of registering on mycigna?
Open
Where can an android user download the mycigna mobile app?
Google Play
How old must a customer be to register on mycigna.com
Customer must be over the age of 13
Where can we find the customer's Cigna User ID
In OV, in the mycigna tab
Where can we view the customer's email address
In OV under preferences or in the mycigna tab
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
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
How can we tell if an account is One Guide?
There is a One Guide indicator in OneView


Get beautiful free images

Your experience on this site will be improved by allowing cookies.