Joseph's JHP Tech Foundry Crossword

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Across
  1. 2. Giving full focus to what a caller is saying.
  2. 5. Sending a caller to another department without first speaking to the receiving representative.
  3. 6. Use to confirm specifics or narrow options
  4. 9. Health coverage program for children whose families earn too much for Medicaid but need assistance.
  5. 10. A fixed amount a member pays for a covered service.
  6. 12. Understanding and acknowledging how someone feels.
  7. 13. Affordable Care Act; a law that expanded access to health insurance coverage.
Down
  1. 1. Introducing the caller and explaining the issue to the next representative before transferring.
  2. 3. Government health insurance for people with low income.
  3. 4. Repeating or paraphrasing a caller's concern to show understanding.
  4. 6. A percentage of medical costs the member pays after insurance shares the expense.
  5. 7. Feeling concern or sorrow for another person's situation.
  6. 8. YOU SHOULD RESTART THIS AT LEAST ONCE A WEEK BUT SHOULD BE DONE THREE TIMES.
  7. 11. Federal health insurance program primarily for people age 65 and older, and certain individuals with disabilities.