Healthcare Account Mock Call - CRYING CUSTOMER

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  • เผยแพร่เมื่อ 13 มิ.ย. 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/

ความคิดเห็น • 230

  • @ma.lydiacelada80
    @ma.lydiacelada80 ปีที่แล้ว +132

    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.

    • @noeliamedina5296
      @noeliamedina5296 ปีที่แล้ว +8

      Reading this made me cry, I'm a weak person

    • @sexymary
      @sexymary ปีที่แล้ว +5

      I'm also weak when it comes to this.. I'd cry in a heartbeat whenever I come across this type of customer..😞💦😒

    • @Blonderellas
      @Blonderellas ปีที่แล้ว +13

      We need extra pay for being their therapist

    • @sunnypilar1919
      @sunnypilar1919 ปีที่แล้ว +1

      ​@@noeliamedina5296 lol why miss

    • @musicstation8878
      @musicstation8878 8 หลายเดือนก่อน

      Ohhh.. I'm worried now, I'm a beginner in a BPO industry and assigned in healthcare account..

  • @blphilippines7613
    @blphilippines7613 ปีที่แล้ว +37

    I got hired last night, and that is because of you maam. Thank you so much!

  • @jhames_1110
    @jhames_1110 ปีที่แล้ว +51

    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.

    • @Erith_Frostborne
      @Erith_Frostborne 11 หลายเดือนก่อน

      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 TH-cam yun customers na mga akala mo bokalista ng metalika pag mga nagagalit)? haha Wala pa ako experience sa call center pero gusto ko subukan 🙂

  • @Koola0811
    @Koola0811 11 หลายเดือนก่อน +13

    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.

  • @sncrlyyrs00
    @sncrlyyrs00 6 หลายเดือนก่อน +6

    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 :)

  • @joshuapaulito4608
    @joshuapaulito4608 ปีที่แล้ว +96

    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!💕

    • @drakecephilia4464
      @drakecephilia4464 ปีที่แล้ว +12

      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.

  • @Angieee16
    @Angieee16 2 หลายเดือนก่อน +2

    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

  • @jayrjunsay7182
    @jayrjunsay7182 ปีที่แล้ว +60

    this is the most realistic mock call I've ever heard, thank you! this is very helpful!

  • @edwinrodriguez2717
    @edwinrodriguez2717 ปีที่แล้ว +37

    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.

    • @markuchiha7737
      @markuchiha7737 ปีที่แล้ว +5

      There's literally nothing we can do

    • @Koola0811
      @Koola0811 11 หลายเดือนก่อน

      we can definitely do something don't lose hope we might convince them to grant the request

  • @edsnacionales
    @edsnacionales ปีที่แล้ว +17

    Healthcare account advocates here,this has been very helpful ❤️

  • @ajogborekahmafaith2719
    @ajogborekahmafaith2719 3 หลายเดือนก่อน +2

    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 👍

  • @lloyddarbon5034
    @lloyddarbon5034 ปีที่แล้ว +14

    Born in 1979 and she's been married 53 years? That must've been a pretty intense marriage!

    • @silence1289
      @silence1289 ปีที่แล้ว +2

      🤣

    • @alibradberry5720
      @alibradberry5720 10 หลายเดือนก่อน +2

      Lol, I immediately noticed it, too, not even close to a senior, and unless they were together before they were born, impossible, lol.

    • @lamiadulce
      @lamiadulce 2 หลายเดือนก่อน

      😂

  • @Config2025
    @Config2025 8 หลายเดือนก่อน +2

    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.

  • @RRSSWanderWomanPh
    @RRSSWanderWomanPh ปีที่แล้ว +20

    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. 😅

  • @lyndonbrandsalasa8525
    @lyndonbrandsalasa8525 7 หลายเดือนก่อน +2

    I cried while watching this video 😢😢😢😢

  • @alejandrorubio7569
    @alejandrorubio7569 ปีที่แล้ว +15

    Finally another video! Thanks. It really help me to improve in my daily work life.

  • @gelosalundagit4412
    @gelosalundagit4412 ปีที่แล้ว +15

    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.

  • @patriciabadillo7153
    @patriciabadillo7153 ปีที่แล้ว +36

    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.

    • @michelvaret8976
      @michelvaret8976 ปีที่แล้ว +4

      While reading this I couldn’t stop my tears

    • @Brando-wc8fz
      @Brando-wc8fz ปีที่แล้ว +1

      Its either a lie or they need therapy. Either way, hang up the call.

    • @kimberlygutierrez6083
      @kimberlygutierrez6083 ปีที่แล้ว +2

      ​@@Brando-wc8fz out of curiosity, why is there a need to hang up the call?

  • @shackelbolt18
    @shackelbolt18 ปีที่แล้ว +2

    Amazing call handling skills

  • @mariacelinamercado599
    @mariacelinamercado599 ปีที่แล้ว +4

    im so impressed with the way you talked. Very articulate...

  • @jaeiansvlogs7584
    @jaeiansvlogs7584 ปีที่แล้ว +2

    Thank you so much Candice!

  • @sunloving_me6201
    @sunloving_me6201 ปีที่แล้ว +2

    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

    • @Kwestyon
      @Kwestyon  ปีที่แล้ว +1

      Thank you. This is so heartwarming. Congratulations!

  • @reenasyvideos8135
    @reenasyvideos8135 ปีที่แล้ว +10

    Awesome Job! I love how you putted everything together in this mock call, it felt like so real!

    • @joshuaorlandez513
      @joshuaorlandez513 7 หลายเดือนก่อน +1

      There is no such thing as putted.

  • @newvjoker9989
    @newvjoker9989 ปีที่แล้ว +2

    Thank you, tonight is my first night in prod. Thank you for all the tips specially in mock call😊 more blessings to come

  • @FilipinosaAmericavlog
    @FilipinosaAmericavlog ปีที่แล้ว +2

    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 .

  • @alexatan9133
    @alexatan9133 10 หลายเดือนก่อน +2

    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.

  • @user-nf5do1ed5v
    @user-nf5do1ed5v 8 หลายเดือนก่อน

    i´ve just heard the first example and i really like your explanations. good job

  • @hidami4031
    @hidami4031 7 หลายเดือนก่อน +4

    are those real calls? I absolutely love how you handle those situations and appreciate you sharing it with us newbies!

  • @destinypurvis3424
    @destinypurvis3424 5 หลายเดือนก่อน +2

    what you do is absolutely amazing

  • @orepurifier
    @orepurifier ปีที่แล้ว +6

    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.

  • @michellemaeoblig
    @michellemaeoblig 5 วันที่ผ่านมา +1

    Final interview ko bukas sa optum that’s why I got here 7:10AM. Ag iiiyak sa sample call na to omg

  • @KelvinShowTV_
    @KelvinShowTV_ ปีที่แล้ว +3

    Great video!!! Thanks 🙏

  • @keziahjoycegallano480
    @keziahjoycegallano480 7 หลายเดือนก่อน +1

    thank you so much for this health care mock call. training will start next week and I am reviewing here in your channel.

  • @CathyinFrance
    @CathyinFrance ปีที่แล้ว +2

    Very well done. You always have great share

  • @devzdalisay313
    @devzdalisay313 10 หลายเดือนก่อน +2

    This is really very helpful mock call especially for a health Care account.

  • @jourendarecesio110
    @jourendarecesio110 ปีที่แล้ว +2

    Dahil sa mga vid nito nkapasok ako sa bpo industry ♥️♥️♥️

  • @carlislejacquelinellamas9073
    @carlislejacquelinellamas9073 ปีที่แล้ว +5

    from healthcare insurance here, yea may mga members talaga na mahirap ang situation lalo na yung na.lay off sa trabaho

  • @RhenhartLosaria
    @RhenhartLosaria ปีที่แล้ว +3

    Sana ganun ka bait at accommodating ang TL

  • @markuchiha7737
    @markuchiha7737 ปีที่แล้ว +4

    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.

  • @kalyan11
    @kalyan11 ปีที่แล้ว +4

    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.

  • @melshane862
    @melshane862 9 หลายเดือนก่อน +3

    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.

  • @DaniellaCabeltes
    @DaniellaCabeltes ปีที่แล้ว +7

    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.

  • @ranelbenecario6122
    @ranelbenecario6122 6 หลายเดือนก่อน

    Very helpful when encountered a situation like that

  • @guck6526
    @guck6526 ปีที่แล้ว +2

    I need this thank you ❤️😭

  • @jeromyneypes4676
    @jeromyneypes4676 9 หลายเดือนก่อน

    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...❤❤❤❤

  • @cheeseshig
    @cheeseshig หลายเดือนก่อน

    here working as a CSR, looking for an every day improvement, thanks for this

  • @mitchiesarmiento1648
    @mitchiesarmiento1648 3 หลายเดือนก่อน

    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 💓

  • @braddlycarballo1367
    @braddlycarballo1367 ปีที่แล้ว

    You're the best! 🙌🙌❤❤

  • @jessicacabugawan1122
    @jessicacabugawan1122 ปีที่แล้ว +5

    I love the details & explanations after the mock call 😍❤️

  • @karenlozada613
    @karenlozada613 ปีที่แล้ว +5

    I cried OMG!

  • @johnreyjuliusedades7309
    @johnreyjuliusedades7309 ปีที่แล้ว +2

    More of this pls

  • @joeyrambutan8769
    @joeyrambutan8769 ปีที่แล้ว +2

    Thank u candice

  • @reynaldo_santos
    @reynaldo_santos ปีที่แล้ว

    Thanks 🙏

  • @justjaynel9302
    @justjaynel9302 ปีที่แล้ว +1

    Thank you for this video it's very helpful! ❤️

  • @deverlyregis303
    @deverlyregis303 ปีที่แล้ว +1

    This call scenario is so realistic, Healthcare advocate here..
    Minsan maiiyak kana lang din talaga sa mga gantong scenario pero need pa din magfocus..

  • @maryjanebalico2241
    @maryjanebalico2241 7 หลายเดือนก่อน

    Thank you, mam, for all the tips

  • @aftabbutt4661
    @aftabbutt4661 ปีที่แล้ว

    Your videos really helpful.....God bless u

  • @queenmussing7401
    @queenmussing7401 ปีที่แล้ว +1

    Thanks a lot sa lahat ng videos mo😭 napakalaking tulongggg

  • @davidenosebio8124
    @davidenosebio8124 ปีที่แล้ว +7

    The acting!!! I'm impressed 😊

  • @luisbatres2502
    @luisbatres2502 ปีที่แล้ว +2

    I like your videos thank you for sharing your knowledge 🐱😉

  • @cookie_lukey1924
    @cookie_lukey1924 ปีที่แล้ว

    Candice your voice is very soothing to listens to❤

  • @joelmosquera8283
    @joelmosquera8283 ปีที่แล้ว +6

    Many thanks dear teacher

  • @megaaroma100
    @megaaroma100 ปีที่แล้ว +4

    This is an amazing mock call! ♥️♥️♥️

  • @sameeuddinshines
    @sameeuddinshines ปีที่แล้ว +1

    very nice and really liked ...its really help ful ..thank you 😍😍

  • @mempinjoemariedv.7971
    @mempinjoemariedv.7971 ปีที่แล้ว +1

    Very helpful 💚💚💚

  • @anmaxxi
    @anmaxxi ปีที่แล้ว +6

    Thanks for this video Candace! ☺️this is very helpful to me 💓

  • @arvinsenglishph2293
    @arvinsenglishph2293 ปีที่แล้ว +3

    Gosh it's heart-shattering.

  • @maryfaithgonzaga5656
    @maryfaithgonzaga5656 ปีที่แล้ว +2

    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.

    • @chrismarieolgadaffon8251
      @chrismarieolgadaffon8251 ปีที่แล้ว +1

      Yr like healthcare acc is not yet that popular for the creators😢
      I’m also healthacc and needs help

    • @maryfaithgonzaga5656
      @maryfaithgonzaga5656 ปีที่แล้ว

      @@chrismarieolgadaffon8251 when did you start?

  • @DJAndree
    @DJAndree 7 หลายเดือนก่อน

    This is a mock call? Why am I crying? LOL Great job, girl!

  • @mayaf.c.7038
    @mayaf.c.7038 ปีที่แล้ว +8

    Naku! If I were the one who handled that call, iyakan na kami nung customer.. 😭😭😂

  • @brisudario8259
    @brisudario8259 ปีที่แล้ว +3

    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. ❤️❤️❤️

  • @missr9325
    @missr9325 6 หลายเดือนก่อน

    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❣️

  • @albertlaman5829
    @albertlaman5829 ปีที่แล้ว +1

    Wow! your background improved a lot. More videos to come, Kwestyon

  • @RasJuanFe
    @RasJuanFe ปีที่แล้ว +5

    Wow that could be a tough call...
    Thanks for sharing that exp

  • @joemellemata1068
    @joemellemata1068 ปีที่แล้ว +12

    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.

    • @devimekala6449
      @devimekala6449 ปีที่แล้ว

      Please let me know how is outbound voice process in customer service?

    • @joemellemata1068
      @joemellemata1068 ปีที่แล้ว

      @@devimekala6449 As far as I know outbound call center is making outgoing calls.

    • @devimekala6449
      @devimekala6449 ปีที่แล้ว

      @@joemellemata1068 okay. Thank you.

  • @rv6282
    @rv6282 ปีที่แล้ว +3

    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!

  • @lynnVA027
    @lynnVA027 ปีที่แล้ว

    Nice!

  • @bleuvlad
    @bleuvlad ปีที่แล้ว +1

    Bait ng CX sana all 🙌🏾🙌🏾😭😭👏🏾👏🏾👏🏾👏🏾

  • @megansadia3028
    @megansadia3028 ปีที่แล้ว +2

    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!

  • @jagruti53
    @jagruti53 ปีที่แล้ว

    I get to learn a lot of things and i like your English 😊

  • @user-oc9jd2dt2d
    @user-oc9jd2dt2d 10 หลายเดือนก่อน +1

    i almost cried

  • @junoxima3520
    @junoxima3520 9 หลายเดือนก่อน +9

    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.

  • @ShielaMNinja
    @ShielaMNinja ปีที่แล้ว +2

    Please make a video more about Emphaty and how to paraprhase the caller's concern.

  • @ma.elenaquirao8121
    @ma.elenaquirao8121 8 หลายเดือนก่อน

    Other companies doesn't have that one time courtesy and we cant do anything about it. So sad and breaking

  • @winterinjuly4901
    @winterinjuly4901 ปีที่แล้ว +4

    I WOULD'VE JUST CRIED WITH HER

  • @omarclemente5343
    @omarclemente5343 ปีที่แล้ว

    I'm so amazes

  • @sexymary
    @sexymary ปีที่แล้ว

    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! 👍🙏

  • @roldrevlogs8798
    @roldrevlogs8798 ปีที่แล้ว

    Thanks maam ,for visiting el txoko restaurant...back again po💓🙏

    • @Kwestyon
      @Kwestyon  ปีที่แล้ว

      See you again! And thank you din. ♥️

  • @rodelioramonjr
    @rodelioramonjr ปีที่แล้ว +3

    Ate, I hope you can make videos about EMPATHY STATEMENTS and Sample Scripts for CSAT

  • @samuelbandolajr7594
    @samuelbandolajr7594 ปีที่แล้ว +2

    Please more of this, in different account and situation. Thank you so much 😘

  • @jimbopebenito189
    @jimbopebenito189 ปีที่แล้ว +3

    We received one commendation for Candice! Good job 👏❤

  • @Blinkeeey
    @Blinkeeey ปีที่แล้ว +1

    Hello! Can you make an in dept explanation about Empathy on how, when, and what to say it when you're on a call?

  • @barbaralevel7225
    @barbaralevel7225 ปีที่แล้ว +2

    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.

  • @lornadomiquel7621
    @lornadomiquel7621 ปีที่แล้ว

    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.

  • @markuchiha7737
    @markuchiha7737 ปีที่แล้ว

    Tnx tl

  • @sabrinaalonzo866
    @sabrinaalonzo866 ปีที่แล้ว +1

    Can you give us mock call scenarios with regards to receiving inbound and outbound calls in healthcare accounts??

  • @queenmussing7401
    @queenmussing7401 ปีที่แล้ว +2

    Kung napanuod ko lang sana ito bago ako nag final assessment kanina sa training 😭😭 pero thanks G pumasa parin.

  • @johnvicdanque4062
    @johnvicdanque4062 ปีที่แล้ว +1

    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

  • @philipjohn8128
    @philipjohn8128 ปีที่แล้ว +19

    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?

    • @princevarona6292
      @princevarona6292 ปีที่แล้ว +2

      Sya po yon. Dya din ung tl

    • @agape3322
      @agape3322 ปีที่แล้ว +3

      Sya lang po yan, edited voice

    • @kylereacts8331
      @kylereacts8331 ปีที่แล้ว

      She is also the customer. She is the agent and the customer Hahaha

  • @rodnieconstantino9034
    @rodnieconstantino9034 ปีที่แล้ว

    Idol hehehe.