QA Mentorship Tracking


A red asterisk (*) indicates required questions.

  1. First Name:*


  1. Last Name:*


  1. My Role is:*
    Mentor
    New QA


  1. Area of Business:*
    Adherence
    Core
    Pharmacy Co-Pay
    REMS


  1. Program Name:*


  1. Call ID:*


  1. Open/Hold/Transfer/Close*
    Yes
    No
    N/A


  1. Comments:


  1. Avoids unexplained silence / Asks questions to clarify / Uses the caller's name*
    Yes
    No
    N/A


  1. Word choice / Educates when appropriate / Clearly explains details throughout the call*
    Yes
    No
    N/A


  1. Comments:


  1. Follows work instructions / Program procedures / HIPAA and verification*
    Yes
    No
    N/A


  1. Uses available tools, systems & resources / Provides complete and accurate information to the caller*
    Yes
    No
    N/A


  1. Documents accurate notes in the system(s)*
    Yes
    No
    N/A


  1. Comments:


  1. Reflects back what was done or summarizes the interaction*
    Yes
    No
    N/A


  1. Follows through/shares next steps*
    Yes
    No
    N/A


  1. Resolves the issue*
    Yes
    No
    N/A


  1. Comments:


  1. Listens to the call and allows caller to speak uninterrupted*
    Yes
    No
    N/A


  1. Empathetic, Professional & Courteous*
    Yes
    No
    N/A


  1. Controlled call with confidence*
    Yes
    No
    N/A


  1. Comments:





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