Call Audit Form

Name


Listening
Listen attentively without interrupting or rushing the caller? Tactfully manage the call in order to maintain control? Verbal agreement with customer as appropriate?
1 2 3 4 5


Comments:


Speaking
Speak clearly and concisely, using language the caller understood? Maintain a pleasant and professional manner, even if the caller was upset, angry or confused? Demonstrate tact and empathy, especially when delivering bad news? Tone/inflection?
1 2 3 4 5


Comments:


Phone Etiquette
Use the caller’s name throughout conversation? Ask the caller’s permission before putting on hold and thank the caller for holding? Ask for the opportunity to resolve the issue before transferring to a supervisor?
1 2 3 4 5


Comments:


Problem Solving
Ask appropriate questions to identify key issues? Identify the problem, using appropriate problem solving skills and logical processes to obtain information? Take the correct action?
1 2 3 4 5


Comments:


Technical Skills
Demonstrate knowledge of procedures, terminology, etc. and use reference materials as needed? Identify issue and demonstrate system knowledge? Take the opportunity to educate the caller when appropriate? Verify provider name, status and location?
1 2 3 4 5


Comments:


Compliance
Verify caller and follow HIPAA procedures? Was call logged? PCP and demographics confirmed?
1 2 3 4 5


Comments:


Resolution
Advise the caller of any action that would be taken and supply a realistic timeline for resolution? Take the opportunity to educate the caller when appropriate, including any member responsibility?
1 2 3 4 5


Comments:


Ending the Call
Thank the caller and offer additional assistance before ending the call?
1 2 3 4 5


Comments: