Healthcare Account Mock Call - CRYING CUSTOMER
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- čas přidán 9. 06. 2024
- In this healthcare mock call, the patient is in a difficult situation and is begging the medical equipment company to grant her request for one month's worth of feeding supplies. She has an acute diabetes and her husband recently died. Watch how the agent empathizes and builds rapport with the patient.
00:00 Intro
00:27 Healthcare mock call
08:53 How to work with a team lead
10:44 Usual healthcare policy
11:06 The onetime courtesy explanation
MUSIC CREDIT:
Androids Always Escape by Chris Zabriskie is licensed under a Creative Commons Attribution 4.0 license. creativecommons.org/licenses/...
Source: chriszabriskie.com/honor/
Artist: chriszabriskie.com/
I've been in this situation with a member that I talked to when I was in nesting. The member cried because she couldn't afford the drug that the doctor prescribed to her. She's battling a stage 3 cancer. After hearing that she's all alone and her children didn't even bother to visit her during this difficult times made me sad and cry as well. Working in a healthcare account is not for the weak.
Reading this made me cry, I'm a weak person
I'm also weak when it comes to this.. I'd cry in a heartbeat whenever I come across this type of customer..😞💦😒
We need extra pay for being their therapist
@@noeliamedina5296 lol why miss
Ohhh.. I'm worried now, I'm a beginner in a BPO industry and assigned in healthcare account..
I got hired last night, and that is because of you maam. Thank you so much!
I've experienced this so many times when I worked as a customer service representative for a healthcare account and it's pretty contagious when the member/customer on the other line was at this point in their lives.
Mahirap ba Mark mag handle ng healthcare account? Plano ko sana mag try mag apply sa call center yun healthcare account. May mga customers ba na na encounter ka pag iritado nagiging metalika (napanood ko lang din dito sa CZcams yun customers na mga akala mo bokalista ng metalika pag mga nagagalit)? haha Wala pa ako experience sa call center pero gusto ko subukan 🙂
Healthcare account is my first account to handle. It's really tough but the satisfaction when you talk to medical providers and appreciate your help is really motivation. Of course not all the time, but it's still a rewarding experience for me though.
I'm pretty sure company will give you raise if you're one of the agents who take calls and doing this kind 'a good job!! I'm learning a lot of things from you. Everything is good - your accent, posture, pacing, tone of voice, acknowledgement and empathy are there. I'm one of your subscribers :)
Such customers make taking calls great! They'll remind you of the often forgotten purpose of your job-to do good deeds. Well, another superb piece of content. Kudos to Ms. Sheina!💕
I couldn't agree more. I'm even always transactional myself. I mostly set aside my clients' sentiments, taking for granted what I want others to do to me, which is to be acknowledged.
this is the most realistic mock call I've ever heard, thank you! this is very helpful!
I loved this video, I work in a medical insurance account and I deal with this kind of situations and it's quite heartbreaking to hear members/customers saying that they need their medication and cannot afford paying out of pocket when a resolution for prior authorization has been denied. I always try to grant them a one time courtesy but sometimes it is impossible.. great content. Keep up the great work.
There's literally nothing we can do
we can definitely do something don't lose hope we might convince them to grant the request
I have an interview next week and I’m dropping this hear to come and share my success story ..thanks for the great work ..I am learning a lot 👍
Healthcare account advocates here,this has been very helpful ❤️
I've been in bpo industry for 2 yrs. But i'm not good as you, your tone, delivery, and your accent were all perfect. I wish i could be as good as you. How do you do that? Like, you can speak all through out? Without stopping for sec. To think?
I really want to improve my communication skills, looking forward.
Born in 1979 and she's been married 53 years? That must've been a pretty intense marriage!
🤣
Lol, I immediately noticed it, too, not even close to a senior, and unless they were together before they were born, impossible, lol.
😂
I cried while watching this video 😢😢😢😢
This was so perfect, but I'm almost in tears. I don't know if I were the agent at that moment, I may have emotional breakdown with her as well. 😅
Finally another video! Thanks. It really help me to improve in my daily work life.
Absolutely missing my days working with the oldies of US. There's not much word you can describe the feeling helping a customer like her.
I've just experienced this yesterday. I'm still new in the BPO industry. My customer had a breakdown, she was old and alone, she started crying. When I heard her cried and said that her husband just passed away, I couldn't help but cry as well. I tried hard to stay focus, because my voice is trembling, and my tears kept on falling. I really don't know what to do.
While reading this I couldn’t stop my tears
Its either a lie or they need therapy. Either way, hang up the call.
@@Brando-wc8fz out of curiosity, why is there a need to hang up the call?
Amazing call handling skills
Final interview ko bukas sa optum that’s why I got here 7:10AM. Ag iiiyak sa sample call na to omg
Thank you so much Candice!
im so impressed with the way you talked. Very articulate...
Thank you, tonight is my first night in prod. Thank you for all the tips specially in mock call😊 more blessings to come
Hi just wanna write this comment cuz it's nostalgic watching you again after almost a year. It reminded me a LOT when i was still tryna apply for a call center job wherein i woud watch videos of you for hours. I really like you and at some point your videos helped me so much. Keep doing what you do. God bless you
Thank you. This is so heartwarming. Congratulations!
Awesome Job! I love how you putted everything together in this mock call, it felt like so real!
There is no such thing as putted.
Candid , that's so nice . I do understand such difficult situation on your caller . I understand, really the situation . Thank you for such apathy . God bless .
i´ve just heard the first example and i really like your explanations. good job
are those real calls? I absolutely love how you handle those situations and appreciate you sharing it with us newbies!
I suddenly remember a similar scenario that I encountered when I was working for a medical billing account. I was genuinely in tears while talking to the deceased patient's wife.
what you do is absolutely amazing
God I can only imagine how heart wrenching it is having to deal with people in such dire straits and not being able to help them.. Im looking forward to the next video ma'am. Many thanks.
Great video!!! Thanks 🙏
thank you so much for this health care mock call. training will start next week and I am reviewing here in your channel.
Very well done. You always have great share
This is really very helpful mock call especially for a health Care account.
Dahil sa mga vid nito nkapasok ako sa bpo industry ♥️♥️♥️
from healthcare insurance here, yea may mga members talaga na mahirap ang situation lalo na yung na.lay off sa trabaho
Sana ganun ka bait at accommodating ang TL
Grave po talaga ang galing nyo,,para kang native speaker! Yung accent nyo po mas madaling maintindihan compare sa ibang customers na Black American ang bilis bilis po nilang magsalita para silang nag rap, sa telco po ako dati.
I am also a chat representative, I used to take calls and I couldn’t express myself when I used to receive calls like this because I used to cry and couldn’t even help others so I tried chat instead to keep myself together.
I'm in my healthcare account now but as a chat spprt agent. The difference between the two level of support is that for chat agents grammar lapses and mistakes are always a big deal and there's nothing we can do about it, accuracy and completeness of the information is really their prerequisites for a perfect chat even delivering negative news about their coverage.
I really admire you Ms. Sheina. Being a customer service representative for a year starting as a newbie, it is challenging since we really get this type of calls a lot. I have recently resigned and watching this video made me recall all the memories that I have spoke with pleasant, genuine and decent customers and the joy to help them at the end of the call. You are being more creative than ever, thank you for keep on doing this. I am one of those whom you have helped to get in the industry an surpass BPO with your videos. Every time I get asked how to ace interviews and ideas about being a call center I always advise them to visit this youtube channel.
You're content is absolutely amazing mam more content to come i just hired in a health care account recently. Im hoping to survive my training You're video is such an amazing thing 💓
here working as a CSR, looking for an every day improvement, thanks for this
I need this thank you ❤️😭
Very helpful when encountered a situation like that
Is it a real customer?I really love the conversations.The solution provided from the agent is really appreciated.I know this is just a mock call but it is like reality...❤❤❤❤
I currently work in customer service for a health insurance broker and the mental stress I have everyday is unbelievable. I wouldn’t be able to work as a call center customer service representative, this type of job is not for everyone
You're the best! 🙌🙌❤❤
I cried OMG!
I love the details & explanations after the mock call 😍❤️
More of this pls
Thank u candice
Thanks 🙏
This call scenario is so realistic, Healthcare advocate here..
Minsan maiiyak kana lang din talaga sa mga gantong scenario pero need pa din magfocus..
Thank you for this video it's very helpful! ❤️
Your videos really helpful.....God bless u
Thank you, mam, for all the tips
Thanks a lot sa lahat ng videos mo😭 napakalaking tulongggg
The acting!!! I'm impressed 😊
I like your videos thank you for sharing your knowledge 🐱😉
Candice your voice is very soothing to listens to❤
Many thanks dear teacher
This is an amazing mock call! ♥️♥️♥️
very nice and really liked ...its really help ful ..thank you 😍😍
Very helpful 💚💚💚
Thanks for this video Candace! ☺️this is very helpful to me 💓
Gosh it's heart-shattering.
Thank you so much this is a big help❤️ I'm healthcare account and I don't see a lot of videos about this account.
Yr like healthcare acc is not yet that popular for the creators😢
I’m also healthacc and needs help
@@chrismarieolgadaffon8251 when did you start?
This is a mock call? Why am I crying? LOL Great job, girl!
Naku! If I were the one who handled that call, iyakan na kami nung customer.. 😭😭😂
Watching your content is very very helpful for aspiring call center applicants like me.
Its very realistic and I can definitely copy some useful script from them ❤️
Thank you for all your efforts to help us. ❤️❤️❤️
I got hired on November 7, for through watching your vedios and that is because of you ma'am❣️ My starting training in December 15 , And I'll be handling health care account and it's very helpful your vedios on me as a newbies😊 Thank you so much ma'am❣️
Wow! your background improved a lot. More videos to come, Kwestyon
Wow that could be a tough call...
Thanks for sharing that exp
I'm actually a newbie and don't know how to respond with it if this will happen to me. A big thank you for this content. I've learn so much on this today and I really want to learn more from you. Keep on making relevant videos for those aspirant call center like me who wants to thrive in this career.
Please let me know how is outbound voice process in customer service?
@@devimekala6449 As far as I know outbound call center is making outgoing calls.
@@joemellemata1068 okay. Thank you.
Even though I know that this is just a mock call and scripted but, it touches my inner me and my eyes start to fall with tears and my heart is like griffin hard, I'm on my training on this account and I am very thankful to ms. KWESTYON that she made this video. BIG HELP.
Hello Candace! Love your mock calls, so real, we would like you to post a video of BILLING CALLS, Refunds etc, demanding customer, etc share the video link pls tks!
Nice!
Bait ng CX sana all 🙌🏾🙌🏾😭😭👏🏾👏🏾👏🏾👏🏾
I'll definitely look forward to you next video related to this. Thank you so much for uploading videos like this. This is very informative and helpful especially to newbies like me. Again, thank you Miss! I learned a lot today!
I get to learn a lot of things and i like your English 😊
i almost cried
Please make a video more about Emphaty and how to paraprhase the caller's concern.
Other companies doesn't have that one time courtesy and we cant do anything about it. So sad and breaking
I WOULD'VE JUST CRIED WITH HER
I'm so amazes
Hello Ms. Sheena, great video once again..Can you also do a mock call for sales rep? Consultative selling ? And b2b saas selling? Pls. Thanks! 👍🙏
Thanks maam ,for visiting el txoko restaurant...back again po💓🙏
See you again! And thank you din. ♥️
Ate, I hope you can make videos about EMPATHY STATEMENTS and Sample Scripts for CSAT
We received one commendation for Candice! Good job 👏❤
Please more of this, in different account and situation. Thank you so much 😘
Hello! Can you make an in dept explanation about Empathy on how, when, and what to say it when you're on a call?
Very good call. Being a retired Hospice & Palliative Care nurse I knew in real life they would help. Also I wanted to say call me I can tell you how to get it for free. I’m in US and goin to do few hours at home for a company. Just found your videos and she does fantastic job.
Thanks for all your vedios it was a big help for me, I'm a newbies here in BPO industry, can you pls. Make some examples in mock calls for College Board accounts. So we have an idea about it.
Tnx tl
Can you give us mock call scenarios with regards to receiving inbound and outbound calls in healthcare accounts??
Kung napanuod ko lang sana ito bago ako nag final assessment kanina sa training 😭😭 pero thanks G pumasa parin.
Hoping you have the video where you cannot grant customer request because she doesn't met the requirements like deductible and also a situation with ineligible reason codes. Thank you
The lady acting as the customer on your mock calls videos is really good ..hahaha she does sound like an actual american customer...or is she really?
Sya po yon. Dya din ung tl
Sya lang po yan, edited voice
She is also the customer. She is the agent and the customer Hahaha
Idol hehehe.