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 "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
answers will vary
Where can you find NBA's that were addressed on previous calls ?
OV Interaction History Campaigns
Taking the knowledge you have learned about One Guide, what might you want to educate your customers about on a call?
answers will vary
What are the two types of NBA's?
Prequalified ITM ( In the moment)
"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
True or False .. Do you have to discuss NBA's on every call ?
False
"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 ?
What does the ABC of NBA's stand for ?
Appropriate Beneficial Connecting
What are the 5 components of a successful OG call ?
Welcome Proactive Education Network Steerage Promote OG experience Summary of interaction
" 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
How do customers benefit from the services provided by the Health Coaches?
answers may vary
Your customer has been trying to loose weight but needs a little support, how do you engage the customer about coaching?
answers may vary
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.
How would you document transferring a customer to ITMC ?
Request Category: One Guide Request Name : Coaching Resolution : Warm Transfer PP8055
How can we tell if an account is One Guide ?
OG indicator in OV
" 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
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
"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
A customer has to have what kind of need to be approved for My Personal Champion (mpc) ?
administrative needs
What 3 coachings make up the Lifestyle Management Program (LMP)?
Tobacco cessation weight Management stress management
" I really want to stop smoking, but its so hard to do on my own." Engage your customer
answers will vary , Tobacco cessation
Fill in the Blanks: On every call, ask youself : " Have I helped the customer _____ and ______?"
Save money and stay healthy
What are the top 3 surprised for a customer ?
INN vs OON Copays and deductibles Pharmacy benefits
How old does a customer have to be to register for mycigna.com ?
18 years old
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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