This bingo card has 49 words: Member said "My Dr said I needed this RX, why do I need an auth?" today, Member said "I pay $xxxx per month for this insurance…" today, I sent out a compassion card for congrats on a newborn today, Member put me on hold to answer the door today, Member called me from the train/ subway today, Member swore at me today, I made sure to search in Cirrus today when I couldn't find a MEMBER account in ACET, Today I reassured the member that we will "resolve this today", Member said " But My DRs office said they 'took my insurance'" today, I submitted User Feedback today to recommend a SOP/ process update, AVA/B360 was helpful/ easy to understand today, Today I used at least FIVE (5) solid 3 part Acknowledgment (including calling out the elephant in the room and giving permission to feel), Today I used FIVE (5) FULL 3 part Hero Events, I asked how the caller is doing at least FIVE (5) times today, I had TWO (2) friendly conversations about non-business related things with the member today, I used a creative recap at the end of the call to shift the members mindset to the positive today, I creatively offered MORE THAN 1 A4Me Referral to the SAME member today, I creatively tailored the required Digital education to the topic of the call at least THREE (3) times today, Today I anticipated the members future needs and educated them proactively to stop a future call therefore helping FCR36, I have a minimum of a 93% on UES Question # 2 THIS MONTH MTD (Satisfaction), Member called us back saying something was not resolved/ completed like they were promised by us, I learned something new today work related that blew my mind, Member asked for a supervisor but I was able to help without a supervisor (NPSR) today., My member asked me to manually transfer them to the UES survey today because I was so awesome!, I have a minimum of a 92% on UES Question # 3 for THIS MONTH MTD (Resolution), I tried some new scripting today THREE (3) times that Labbe recommended during a call., I resolved the member's issue by making an OB call to their provider today, Member was confused/ unhappy (and specifically voiced it to you) that after they met their deductible, they still had to pay a Copay or COIN, Member sincerely thanked you at the end of the call after they started out being angry today, I had to use Cirrus due to ACET data latency today (i.e. Cirrus info was more up to date), ACET problem made the call longer than it had to be today, I attempted to have a conversation with a friend/family BEFORE getting down to business THREE (3) times today, I helped a teammate in the chat today, I submitted an idea on "Voice of the Employee" today, I made sure to check Cirrus when I couldn't find a CLAIM in ACET on a members account today, I have a minimum of a 96% on FCR36 for THIS MONTH MTD, In my most recent 1x1 with Labbe, he said I was at or over the 19% goal for A4Me Referrals at the time of the coaching session., My Release Rate is over 70% THIS MONTH MTD, I have reviewed the "Transactional vs Relational" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "UES Tips Question 3 - Installment 3" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "UES Tips - Installment 2" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "UES Tips - Installment 1" Tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "Calling Members Back - Team Labbe" Protocol page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "Compassion Call Flow" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "Advocacy Model" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "Negative Scripting to Avoid" tip page in the Team Labbe OneNote this week. Its under the "Performance" top Tab, I have reviewed the "PTO FPP" tip page in the Team Labbe OneNote this week. Its under the "Resources > Schedule/IEX/PTO > PTO Tab, I have reviewed BOTH the PDF pages in the "Enhanced Flexible Attendance Policy - 11/15/2021" tip page in the Team Labbe OneNote this week under "Resources > Schedule/IEX/PTO and I use the "Timecard Calculator" links regularly that Labbe has provided in the Team Labbe OneNote under "Resources > Schedule/IEX/PTO to make sure my timecard is correct.
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