BEFORE YOU TAKE CALLS

Remember, your home office is considered a business and must remain HIPAA compliant; this means that it is private and has a door that can be closed and locked.  No one else should be present while you are taking calls.

A WIRED internet connection is always best, as it provides a much faster/more stable connection than WiFi.

Set up your work area so that you are comfortable, have access to all resources you may need, and are easily able to take notes/find terminology.

For VRI, install a solid, light grey backdrop. The backdrop needs to be wide enough to completely span your webcam's field of view and wrinkle-free. Virtual backdrops are acceptable if you have a compatible program that does not interfere with the quality and performance of your calls on the platform. The approved file for this is provided by our Recruiters and/or Onboarders. 

For the best video quality, provide adequate lighting in the form of either natural light or soft artificial light, located just behind your computer and facing you. We recommend you do not cast light upwards or from either side or behind you, as this can cause glare that may be distracting to the consumer.

We recommend having the webcam at eye level, so that the encounter is as natural and comfortable for all parties as possible.

We recommend printing and hanging something like this sign on the exterior of your office door while working.

TEST your internet connection and sound settings to make sure they are adequate (5MB upload and download). We recommend that you clear your cache (browsing history) frequently on the basic setting, for all time.