Professional greeting used

Actively engaged throughout chat

Expressed empathy through written response

Willingness to help conveyed

Professional and courteous language

Used member's name in chat

Used please and thank you

Correct grammar, spelling, and punctuation

Addressed all questions, issues and concerns

Included complete details specific to inquiry

Completed all actions needed for resolution

Set expectations/timeframes when applicable

Proactively offered options/solutions/next steps

Educated with relevant information

Asked probing questions (what/why/when/how)

Accurate — Benefits

Accurate — Eligibility

Accurate — Network Status

Accurate — Prior Auth Requirement

Accurate — Medicare Coordination

Accurate — Claim/Pre-Determination

Documentation

Check-in within 3 minutes of last response

Controlled chat direction, kept chat on track

Transfer/escalation procedures followed

Professional chat greeting

Additional Assistance Offered

Responded within SLA timeframe

Mention the G.E.H.A website

Member Advocacy provided

Offered additional resources if applicable

Verified member identity appropriately

Provider FTIN/NPI verified

Reviewed ARF on file when applicable