Telesales and Retention Medical Transfer Process

Telesales and Retention Medical Transfer Process

When a customer calls in and discloses that they have a medical condition or high-risk situation, we must ensure that the proper steps are taken to assist them.

Identifying Medical Emergencies and High-Risk Situations

Listen to the customer carefully to identify key words or phrases that determine if these protocols should be implemented. Gather all pertinent information and related facts. Click here to review examples of what you should be listening for to determine if a Medical Emergency or High-Risk Situation exists.

Respect the customers comments and do not ask for any specific information about their condition or situation.

Procedures

Scenario #1: Medical Emergency or High-Risk Situation Disclosed and Customer Needs Service

If a customer needs service and a Medical Emergency or High-Risk Situation is identified:
  1. Reassure the customer that you will do everything you can to put them in touch with an associate who can assist them.
  2. Set proper expectations using the Medical Emergency Script.
  3. Warm transfer them to Customer Service.
  4. Advise the Customer Service Agent that the customer needs service and has disclosed a Medical Emergency or High-Risk Situation to you. The Customer Service Agent will take over the call and make sure the situation is managed properly.

Scenario #2: Medical Emergency or High-Risk Situation Disclosed and Service Request is Already In Progress

If a customer advises that they have already requested service and then discloses to us that a Medical Emergency or High-Risk Situation exists:
  1. Reassure the customer that you will do everything you can to put them in touch with an associate who can assist them.
  2. Set proper expectations using the Medical Emergency Script.
  3. Warm transfer them to Customer Service.
  4. Advise the Customer Service Agent that the customer already has a service request in process and just disclosed a Medical Emergency or High-Risk Situation to you, and you need to make sure that the severity of their claim is set to Medical Emergency so that a Claims Specialist can manage the situation. The Customer Service Agent will take over the call and make sure that the situation is managed properly.


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