Case Study Health And Social Care

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Recommended: Communication skills

Strengths: - After his strong intro with the client, Jeffrey recaps the client's concerns. - Jeffrey does a good job of giving a gump explanation of the what "Disbursement Team" does as he foreshadows the hold. - After giving the client more information regarding the hoi disbursement and advising that we can always provide a copy of the check, Jeffrey pivots to offer the client CR Origination's direct phone #. Opportunities: - Empathy. (1:22 - 1:32) The client advises that her insurance company already deducted a payment. She is calling to verify that we paid and investigate the double-payment. We want to be sure that we acknowledge this with empathy, to demonstrate that we're listening and that we care. Try doing this in the moment:

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