Q
Name of the Agent:
Manager
Date of Call :
MRN Number
Greeting and Verification
Welcomed and Verified caller
Verification HIPPA- Automatic Fail if 0
Verification/Authentication process
Updates
Scheduling Updates
Preregistered Patient
Zingtree
Call Control
eRad Notation
Call Resolutions
Resolution Methods
Transfer/Referral
Transfers/Referrals
Customer Service/Proper Communication
Tone and Empathy
Professionalism
Agent Interruptions
Appropriate Use of Hold
Closing
Provided Closing Verbiage
Prohibited Activities (Automatic Fail If 0%)
OVERALL CALL COMMENTS:
QA MONITORING FORM
Call ID:
Time:
Type of Call:
Language:
Evaluator
Comments
*Agent provided opening statement "Thank you for calling Shields Health this is …. How may I help you?"
*Requested and Verified Date of Birth, Full Name, Address, Phone number Email/Cell and Insurance information
*Acknowledge member/caller (address caller by name)
*Determine reason of call ( Agent determined the caller was calling to see what information was missing)
*Asked if calling for self or someone else
Did agent provide all information needed to provide First Call Resolution?
No more than 2 minutes without returning to the customer with an update
Is there anything else I can help you with? Thank you for calling Shields Health Have
Exceeding Expectation 100% - 90%
Meeting Standards 89% - 75%
Needs Improvement 74% - 65%
Not Meeting Standards > 59%
Poss. Pts Points
I help you?" 2
surance information 2
was missing) 2
10
6
3
5
e First Call Resolution? 10
10
10
10
5
ustomer with an update 4
ng Shields Health Have a great day 5
100 0
