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PG Agent Handbook
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Campaign Goals
Guide to Success
Compliance
After Call Work (ACW)
Quality Assurance
Data Entry
HIPPA Compliant
Script Read Verbatim
Phone Etiquette
Probing / Clarifying
On Screen Instructions
Professionalism
Dispositions Appropriately
Disposition
Dispositions Definitions
General PAT Responses
Helpful Hints
Opening Call PAT Responses
During Survey
During Demographics
During Open Ends
Types of Surveys on PG
HOS Material
Health Outcome Survey (HOS)
FAQ for Customer Support
FAQ ESPAÑOL
Initial HOS Screens
Hard to Pronounce Words
English
Español
HOS Practice Script
Provider Satisfaction Material
Provider Satisfaction Training
Provider Satisfaction PAT Responses
Provider Satisfaction Practice Script
Provider Access and Availability Matireal
Appointment Availability – Pat Responses/ Rebuttals
MCHAPS Material
MCAHPS PAT Responses
Opening Call MCAHPS Responses
Concerns MCAHPS
Questions About Completing Surveys MCAHPS
HEDIS Material
HEDIS Training
HEDIS PAT Responses
Hedis PAT Responses
Hedis Additional PAT Responses
Script
Practice Scripts
Hedis Adult Medicaid Telephone
Hedis Adult Commercial Telephone
Hedis Child (With CCC) Telephone
Hedis Child (Without CCC) Telephone
2025 Provider Access and Availability Survey
Script Helpful Hints
Survey Adherence
Rippling
How to Log In
Authenticator
How to Clock-In
Breaks, Lunches, and Activities
How to Clock-out
Editing Time
Submitting Time Card
Rippling Training
🛟Lifesavers🛟
FAQ
FAQ in Nesting
About Open End Q & R's
Why Open Ends?
Follow the 5 Rules of Open Ends
Probing and Clarifying Open End
Recording Open End Responses
Examples of Typed Comments - Open End
Must See Videos
Google Chat
Google Chat Manual
EngageCX Gmail & Accessing Google Chat
Technical Support
iCATi/Noble Startup Process
AVD Install
Troubleshooting Sound Issues in Citrix
Dial Pad Step by Step
How To Download Voxco Native Client
System (Pause Codes)
Phone Project Info Sheet
Cheat Sheets
HEDIS Cheat Sheet
Voxco
How to Download Voxco Native Client
Hard To Pronounce Words
PG Agent Handbook
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