Do you know Quality?

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Across
  1. 4. Avoid unexplained ____________ when answering a call and when researching an account
  2. 6. In 2019 "Prior auth", "AE" and "DOB" have been added to the list of approved __________________
  3. 7. Another way to say "recap"
  4. 9. It's important to not assume we know why someone is calling and ask clarifying _____________
Down
  1. 1. Quality Supervisor's name
  2. 2. 20 point deduction in a call audit if you miss this requirement that helps verify a patient's identity
  3. 3. Quality program where your audits completed and saved
  4. 5. Control call with ___________________
  5. 8. We must ask permission prior to placing a caller on _______