The Fun Gun...

Job Application Form

Customer Care manager

1) The core value of managed health care is to view our jobs
through the consumer's
(a) eyes
(b) file
(c) wallet

2) A good opening to a consumer who has a
complaint is,
(a) I'm sorry
(b) I'm upset
(c) What's your problem?

3) Remember, arguing with the consumer
can only make a bad situation
(a) worse
(b) better
(c) more entertaining

4) Make positive contact with a consumer by
(a) being open and interested
(b) being enthusiastic
(c) clearly demonstrating your
intellectual superiority

5) Using a consumer's first name is an example of being
(a) pushy
(b) friendly
(c) patronizing

6) While working with your present telephone contact,
you get a call from a coworker. You
(a) acknowledge the new individual and quickly
get back to the original caller
(b) turn off your voice mail
(c) become interested in and leave the premises
with the co-worker.

7) Consumers feel you are happy to have their
business when you smile and say
(a) nothing
(b) thank you
(c) feel free to skip your insurance premium this month.
(d) boy, you really need psychiatric help...Sorry we
don't cover that

8) Friendly service is giving the consumer your full attention
and making
(a) eye contact.
(b) hand contact.
(c) felonious intimate contact

9) One way to show consumers full attention is to call them
(a) by phone
(b) by name
(c) obnoxious

10) When communicating with a consumer or
provider, use your speakerphone for
(a) hands-free operation
(b) entertainment
(c) inaudibility
(d) the amusement of your coworkers.

11) A good opening to a complaining provider could be
to tell them you are
(a) excited
(b) pleased
(c) sorry
(d) severely hearing impaired
(e) extremely busy and tired of their whining

12) Providers and Consumers on hold waiting for service should be
(a) patient
(b) ignored
(c) acknowledged
(d) required to listen to self-help tapes
(e) disconnected

13) What kind of telephone service should consumers get?
(a) quick
(b) friendly
(c) professional
(d) all of the above
(e) incomprehensible, arcane, and fear-inducing

14) In managed care, it is our responsibility to ensure
that all medical services are
(a) necessary and appropriate
(b) the least expensive alternative
(c) somebody else's problem

15) If you handle a consumer's complaint according
to our guidelines, you can turn a frustrated
consumer into a
(a) satisfied consumer
(b) psychotic bundle of nerves
(c) statistic