Across
- 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
Down
- 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