Basic Clark Jeopardy 1 Jeopardy Template

Clark Policies	Introduction to Customer Service / Soft Skills	Intro to Customer Service / Soft Skills / Molina Slides	Fill In the Blank
100 When will you guys be eligible for benefits After 90 Days * of course meting adherence , Quality you would be eligible for this	100 What does PHI stand for ? Protected health Information	100 What creates value for customers ? · Courtesy · Quantity · Quality · Speed · Creativity Price	100 You Will receive ____ 15 mins breaks and ____ 30 Min Lunch for a 8 hour work sift (2) 15 min and (1) 30 min
200 What is the appropriate clark resources call off communications options ? Phone call , Your voice has to be heard . VM with details for a call back	200 What is Morals & ethics Ethics: standards or codes of behavior expected by the group to which the individual belongs Morals: a person's standards of behavior or beliefs concerning what is and is not acceptable for them to do.	200 Who are external customers ? Clients that come to utilize or purchase from your business that have a choice or option in who they will buy or purchase from	200 I should always show _________ when my member is experiencing a hardship empathy
300 What is the first two things that should be done at the beginning of training to show attendance / attentiveness ? Cameras on / Hand raised	300 What does HIPAA stand for ? Health Insurance Portability & Accountability Act	300 Why do we need to exceed a mbrs expectations Meeting or exceeding a customer’s personal needs is the act of answering a customer’s question in the most positive way (enhancing the customer’s well-being).	300 we must verify _______ before releasing any information HIPAA
400 What is the attendance occurrence breakdown ? 0-1 Hours = .25 1-4 Hours = .50 5-6 Hours = .75 7-8 Hours = 1.0	400 What is empathy ? The ability to understand and share the feelings of others / natural human response that can heal relationships and improve communication	400 _____ _________ _________ is Rapport which is a close or harmonious relationship in which people or groups concerned understand each other's feeling or idea and communicate well Heart of communication	400 practicing _______ listening makes the mbr feel heard/understood ____ Consecutive days missed with no communication will result in automatic termination ?
500 What is the 11 essential policies ? Mission vision Values Clocking In And out Cellphone Usage Absence Management Attendance Workplace Violence Social Media Usage Sexual Harassment Paid time Off PTO Chain Of Commend Work Form Home (WFH ) expectations	500 Who are you internal Customers ? Managers/Supervisors Colleagues Trainers/QA	500 What is the human need ? Being recognized , treated with respect and made feel important , meeting the members emotional needs and about resolving their issue	500 ____ Consecutive days missed with no communication will result in automatic termination ? (3) THREE

Basic Clark Jeopardy

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