Owning the Member Journey

Owning the Member Journey Bingo Card
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This bingo card has a free space and 8 words: What are IH's Mission/Values?, I am contacting you to know what my copay is for my PCP. I am VPC eligible. How can you own my overall journey (regardless of customer), A member is asking about the cost of a procedure but doesn’t know the exact details. How do you ensure you own their journey and give a white-glove experience? enav & pnav member, Share an scenario where you owned a member's journey., What is an example of an open ended question and a closed ended question, What does "advocate" mean to you?, How do HVRs help us own the member journey? and What are probing questions and why are they important?.

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