NSHD Refresher

4. Who should we be addressing at least once during the call
6. When a caller places you on hold, you can hold for how many consecutive minutes
7. Callbacks on what day must be made between 10 am and 5 pm EST
8. When placing a caller on hold, you should check back with them in how many minutes
9. All calls should be closed with the proper call closing script, which includes the ticket number and an offer for additional
10. Avoid using internal jargon, abbreviations and what else while on a call
12. What field needs to be listed as Phone
14. When a call is received and the caller’s information is not auto populated what is used at the top of the SalesForce page to look for the contact

1. To assist providers, air-ambulance providers, and facilities with frequently asked questions of the No Surprises Act, use Provider and Facility blank
2. The customer’s state + the customers explanation of the issue/concern should be entered in the
3. Use this article for users who want to submit a complaint the user believes is related to the No Surprises Act that is not one of the complaint categories - blank NSA Complaint.
5. Use this article to assist users who are submitting complaints because they were an uninsured or a self-pay individual who was not given upfront information (also known as a “good-faith estimate”) on costs before a service. Blank Blank Information
11. Before releasing any details on an existing case, NSHD Tier I SDRs must do what specific details with the consumer
13. Case Category/Subcategory information should come from one single