"Thank you for calling Zelis, my name is ____________________! May I start by getting your TIN please?" Thank the caller. May I also have your name and your role in the office please? Thank the caller by name, "Thank you, Zoarp!" 

Ask for callback number

Once in the account, "How may I be of assistance today?"

Once reason for call is stated, immediately apply Assurance of help statement with restate included followed by a move foward statement (ARM).

Example: "No worries, Zoarp! I can definitely assist you with locating those payment details! Lets get started, do you have a PID for me?"

"Caller, I am unable to hear you, if you can hear me please call back at (877) 828-8770." 

Wait 5 seconds for a response

Repeat script: "Caller, I am unable to hear you, if you can hear me please call back at (877) 828-8770." 

Please notify leadership of the disconnect for tracking purposes

Hello! Thank you for calling Zelis. My name is __________. I apologize for the inconvenience, but we are currently experiencing technical difficulties. I can certainly help you with any basic questions you may have. However, if you have an account or payment related inquiry, I kindly request that you call us within the next hour. If you are unable to do so, you can call us back tomorrow during our business hours, which are 8 am to 7 pm EST.

Other ways to ask for 'job title':

• What job do you do for the provider?

• What is your position in the office?

• What department do you work in?

• What duties or tasks do you do for the provider?

• What is your role in the office?

• What is your function for the provider?

• What are your job responsibilities for the provider's office?

"Caller, I do apologize but I must ask that we keep our call professional and on topic. Do you have any further questions regarding payments or payment information?

• If the caller continues an inappropriate conversation

"Caller unfortunately I have asked that we keep the call professional and on topic and we have not been able to do that. I want to thank you for calling Zelis, you have a wonderful day!"

• End the call

• Notify leadership immediately

Abusive Caller Policy

Purpose

The purpose of this policy is to establish guidelines for handling abusive or inappropriate behavior from callers during phone interactions. Our organization is committed to maintaining a respectful and professional environment for both our employees and callers.

When a caller is calling in and using unprofessional language, we must remember that they may be frustrated with the situation and not you. ALWAYS consider the context in which the caller is speaking. In the rare case that the caller is being abusive (i.e. making threats towards you, cursing you specifically, etc.), you MUST notify leadership IMMEDIATELY! 

Scope

This policy applies to all employees, contractors, and volunteers who engage with callers on behalf of our organization.

Policy Statement

1. Definition of Abusive Behavior:

   • Abusive behavior includes, but is not limited to:

     • Verbal threats or intimidation

     • Offensive language towards you specifically

     • Harassment

     • Discrimination based on race, gender, religion, or any other protected characteristic

     • Disruptive behavior that interferes with effective communication

2. Handling Abusive Callers:

   • Employees should remain calm and professional when dealing with abusive callers.

   • If a caller becomes abusive, the employee should:

     • Politely warn the caller that their behavior is unacceptable.

"Caller, I genuinely want to assist you with any questions or concerns you may have. However, I kindly request that we maintain a respectful and professional tone during our conversation.

If there’s anything specific you’d like to discuss, please feel free to share, and I’ll do my best to address it promptly. Remember, we’re here to help, and I’m      committed to finding a solution that meets your needs."

2. • • Remind the caller of our commitment to respectful communication.

     • Document the incident, including date, time, and details of the interaction.

3. Escalation Process:

If the abusive behavior persists, employees should escalate the issue to their supervisor or manager.

3. • Supervisors may choose to:

     • Transfer the call to a more experienced team member.

     • Consider ending the call

     • Report the incident to higher management.

     • Take appropriate action based on the severity of the behavior.

4. Support for Employees:

   • Employees who encounter abusive callers should receive support and guidance from their supervisors.

   • We prioritize the well-being of our employees and encourage them to seek assistance if needed.

Conclusion

By adhering to this policy, we aim to maintain professionalism, protect our employees, and ensure a positive experience for all callers.