QI Crossword

4. The Guide _________ member's asks and emotions, if they were expressed
5. Was _____ not applicable on this call?
6. The Guide informed the member they were on a _____ line before verifying HIPAA
8. The Guide stated the _____ of the call
10. The Guide mentioned correct affiliation with ____
13. The Guide _____ all interventions discussed with member
14. The Guide attempted to identify member _____
15. The Guide identified and offered at least one _______ for solving member needs
17. The Guide _____ the member or representative for calling, if inbound, or _____ them for their time, if outbound

1. The Guide ______ the topics covered on the call
2. The Guide _____ the call to an outreach entity
3. The Guide made a _____ connection to relate to the member, build trust, or have fun.
7. The Guide provided sufficient and accurate ________
9. The Guide or Agent ______ the caller or representative if they need anything else or have any additional questions
11. The Guide took appropriate next _____
12. The Guide accurately identified the ______ with which they spoke in their notes
16. The Guide offered the correct call back number at the ____ of the call