2024 Inspira H&B Quality Scoring Guidelines

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Across
  1. 2. The practice of asking questions to clarify the caller's issue. (10 letters)
  2. 5. process of using all available tools to assist the caller. (9 letters)
  3. 7. act of using the caller's name. (13 letters)
  4. 9. practice of maintaining the call. (7 letters)
  5. 11. act of showing a willingness to help the caller. (10 letters)
  6. 15. process of connecting a call to another team or department. (9 letters)
  7. 16. process of resolving the caller's issue on the first call. (16 letters)
  8. 17. The method of providing accurate and complete information to callers. (9 letters)
  9. 19. act of hearing AH attentively to understand the caller's needs. (7 letters)
Down
  1. 1. Web tool used to track AH balance & activity. (10 letters)
  2. 3. used when answering a call. (8 letters)
  3. 4. The process of verifying a caller's identity before providing information. (12 letters)
  4. 6. act of providing website assistance. (10 letters)
  5. 8. The ability to understand and share the feelings of another. (7 letters)
  6. 10. way to assist a caller who does not speak English. (8 letters)
  7. 12. A positive and welcoming sound throughout the call. (4 letters)
  8. 13. method of notating interactions with callers. (11 letters)
  9. 14. The action of following up on commitments made to callers. (10 letters)
  10. 18. The process of educating support specialists about AH accounts and next steps. (8 letters)