User:Kim Young

Medicaid Eligibility

Customer Service Training

INTERVIEWING SKILLS

Introduction

When interviewing a client, one of the things you always need to keep in mind is the client’s feelings. A maxim of helping people is, “Start where the client is.” Easy to say, but we don’t fully appreciate the significance of that simple statement. First you have to know where the client is, and then you have to be able to communicate to the client that understanding and meet him/her there. Empathy and empathetic responses are what enable us to do that. Empathy is the ability to see and feel the world as another person sees and feels it. It includes an ability to understand, “Yes, if I were in that person’s circumstances, if I had the person’s life history, I might think feel or do exactly as he/she thinks, feels, and does.” It requires suspending your own world view for a while and taking on someone else’s. To understand a client and his/her behavior, it is necessary to understand the world-view from which it springs. People behave in terms of their view of the world—both their perceptions and the significance of those perceptions to them. The first thing that expressing empathy allows is feedback; only when you express your empathy can the client affirm what you say or offer correction, enabling you to be more accurately empathetic. Then the other benefits follow. So learning empathy is not a matter of learning a new behavior. It is rather learning intentionally and consistently doing what we know. It is an act of attention and intention. Focus on the other person. As long as you are preoccupied with yourself or other concerns, you cannot fully attend to another person. Even though there are many other things that need your attention, during the time you are with your client, he/she is the most important thing to you. Focus on the other person’s feelings. You may have never been in the situation your client is in. But no matter what his/her circumstances; the client is feeling something you have felt at some time. Everyone has been happy, sad, tired, depressed, frightened, overwhelmed, etc. Connect with the feeling rather than the situation.

Interactions/Questions

Empathy is only one of a number of skills workers will need to conduct effective interviews. There are various types of questions that may be asked and appropriate and inappropriate uses of each. In an investigative interview, workers must know when to ask closed questions to elicit facts and when to ask open questions to explore the situation.

Types of Questions

Closed Questions Definition: Focus on facts, elicit specific information, and define a topic. Restrict client’s response. Advantages: Quickest way to find out specific information, especially when (1) time is short; or (2) client is talkative. Disadvantages: Client does not feel free to volunteer other information, which might be pertinent.

Direct Questions Definition: Ask who, what, when, where, how many, how long; focuses on one specific piece of information. Example: “Who else lives in the house with you?” Advantages: Provides specific information; good for data collection. Interviewer is in control. Disadvantages: Requires a series of questions to secure information. Client may feel bombarded by series of direct questions—like interrogation rather than interview.

Yes/No Questions Definition: Ask only for yes or no answer. Example: “Did you keep your appointment at the factory?” Advantages: Useful for confrontation. Interviewer is in control. Disadvantages: Provides very limited information. Client may feel like he/she is being interrogated. Responsibility for obtaining information is totally on the worker.

Choice Questions Definition: Client must select one of a limited number of alternatives. Example: “Would you prefer to go for an interview on Tuesday or Friday?” Advantages: Client may be more likely to act based on his/her own choice. Appropriate for clients who require direction but need to feel some independence. Appropriate for children. Disadvantages: Client may not like either choice; may not act on the choice.

Leading Questions Definition: The question suggests what the answer should be. Example: “You wore a dress to the office didn’t you?” Advantages: None in the casework process (used frequently by attorneys in cross-examination to control a testimony); Avoid the question. Disadvantages: Makes assumptions. Provides easy opportunity to give inaccurate response.

Why Questions Definition: Starts with “why.” Example: “Why didn’t you report this sooner?” Advantages: Useful in investigations. Disadvantages: Makes the client feel like naughty child; causes the client to justify behavior. Rephrase using “how.” “How did you try to handle this problem before?”

Open Questions Definition: Invite expanded answers. Leave client free to express what he/she feels is important. Example: “Could you tell me a little more about that?” Advantages: Elicit more information. Help build relationship by setting relaxed atmosphere. Allow worker to share responsibility and control the client. Disadvantages: Can get much irrelevant information, rambling responses. Statement Questions Definition: A statement which calls for elaboration on the part of the client. Example: “Tell me how you felt when that happened.” Advantages: Encourage client to provide additional information, explore feelings and motivations. Disadvantages: Can get much irrelevant information and rambling responses.

HELPFUL TELEPHONE ETIQUETTE TIPS

PHONE ETIQUETTE

RULES

Speak directly into the mouthpiece. If this is a problem because you use other equipment while on the telephone (i.e., computer), consider purchasing a headset, which will free your hands.

Don’t eat or chew gum while talking on the telephone (your caller may ask what you’re having for lunch!!)

If someone walks into your office while you’re talking on the telephone, DON’T cover it with your hands or press it against your chest (the caller may understand what you’re saying). Depress the HOLD button.

Don’t place the handset in the cradle until you’ve depressed the HOLD button.

Don’t lay the receiver on the desk, without placing the caller on hold (the caller will hear everything being discussed in your office).

PLACING CALLERS ON HOLD

Remember to ask your caller “Do you mind holding?” or “May I put you on hold?” before doing so. If you take the time to ask your caller to hold, be sure to listen to the response. After placing your caller on hold, check back periodically (between 30-45 seconds). Give them the option to continue to hold if it will take longer to find information OR offer to call them back. When returning to your caller, remember to thank them for waiting. If your caller cannot hold, offer to take a message; transfer to another party; or arrange for them to return the call at a specific time. If you are not in a position to ask your caller to hold, tell the caller, “Please Hold” before depressing the hold button. NOTE: When placing multiple calls on hold, remember to return to the first caller you placed on hold first!!

TRANSFERRING CALLS

Tell the caller the REASON you are transferring the call before you do so. Then ASK if it is all right to transfer their call. Call the department or person where you are transferring a call and make sure that they can take the call. If they are able to take the call, give them the person’s name, their request, and any other relevant information. Then, return to your caller and give them the name of the person they are being transferred to, the department and the telephone number (if possible). When you’re not sure to whom a call should be transferred, take their name and number and find out where the call needs to be directed. Also, give them your name and number as a reference in case the appropriate party does not contact them.

TAKING PHONE MESSAGES

Whenever possible, use telephone message forms to record accurate and complete information. A good phone message includes:

Name of person for whom the message was left Caller’s name (get the correct spelling), company or dept. and number Date and time Message Action to be taken (i.e., “Please Call,” “Will call back,” or “URGENT”) It is important to deliver the message as soon as possible and maintain confidentiality with all messages. Either turn the message over or fold them in half, so there is no danger that they can be read by other staff or visitors.

RETURNING PHONE CALLS

Most people find it frustrating when they return phone calls only to learn the other person isn’t in. To avoid playing telephone tag, try the following: When calling someone, establish specific call-back times. Ask, “When is the best time for me to call again?” or “When is the best time for them to call me back?”

When taking calls for another individual, schedule return calls during specific blocks of time (i.e., “I expect him to return by 2:00 p.m. You can reach him between 2 and 5”).

PROPER TELEPHONE LANGUAGE

Although we tell our callers a lot through our voice tone, the words and phrases we use convey a message. Unfortunately, sometimes we send a negative message to our caller. Be aware of the language you are using. Instead of saying “You have to…You need to…Why didn’t you?” try “Will you please…Would you please?”

“Your problem” or “Your complaint,” would sound better phrased as “Your question,” “Your concern,” or “this situation.” Many people use phrases like “I can’t do that” or “it’s not my job.” Instead, tell the caller what you can do (i.e., “While I’m not able to establish policy on this matter, I will speak to my manager about your concern.”)

At all costs, avoid sounding abrupt. The following are examples:

“Hang on.” “Hold on.” “Who’s calling?” “I can’t hear you, speak up!” “I can’t help you. You’ll have to speak to someone else.” The following would be more appropriate:

"May I put you on hold?” “May I say who is calling please?” “I am having a little difficulty hearing you. Can you please speak up?” “I need to transfer your call to (dept.) so that they can answer your question. May I do so?”

DHHS CUSTOMER SERVICE STANDARDS

TEAMPLAYER

Standard- "We foster a positive, team-oriented approach amoung all staff.

COMMUNICATION

Standard-" We are accessible and available to the customer. We are responsive to the cusotmer's need."

RESPECT/ COURTESY

Standard- "We demonstrate an empathetic, respectful attitude towards all customers. "

PROFESSIONALISM

Standard- "We maintain a professional, customer-friendly work environment."

PRIVACY/CONFIDENTIALLY

Standard- "We ensure privacy/confidentiality for all customers."

Please click on link to review detailed service behaviors for DHHS

http://intranet/includes/Eligibilty/Customer%20Service%20Standards.pdf