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