I am contacting youto know what mycopay is for my PCP.I am VPC eligible.How can you own myoverall journey(regardless ofcustomer)What areprobingquestions andwhy are theyimportant?Share anscenario whereyou owned amember'sjourney.How doHVRs helpus own thememberjourney?What are IH'sMission/Values?A member is askingabout the cost of aprocedure but doesn’tknow the exact details.How do you ensureyou own their journeyand give a white-gloveexperience? enav &pnav memberWhat does"advocate"mean toyou?What is anexample of anopen endedquestion and aclosed endedquestionI am contacting youto know what mycopay is for my PCP.I am VPC eligible.How can you own myoverall journey(regardless ofcustomer)What areprobingquestions andwhy are theyimportant?Share anscenario whereyou owned amember'sjourney.How doHVRs helpus own thememberjourney?What are IH'sMission/Values?A member is askingabout the cost of aprocedure but doesn’tknow the exact details.How do you ensureyou own their journeyand give a white-gloveexperience? enav &pnav memberWhat does"advocate"mean toyou?What is anexample of anopen endedquestion and aclosed endedquestion

Owning the Member Journey - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. 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)
  2. What are probing questions and why are they important?
  3. Share an scenario where you owned a member's journey.
  4. How do HVRs help us own the member journey?
  5. What are IH's Mission/Values?
  6. 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
  7. What does "advocate" mean to you?
  8. What is an example of an open ended question and a closed ended question