CONVEY CORE TO CARE

Embodying Member Centricity

*Heart of Who We Are

CONVEY HEALTHCARE SOLUTIONS

• united family of companies redefining healthcare technology and related services.

Headquartered in Florida and Mandaluyong, Philippines

core values

Integrity T Compliance

Advocate

• problem solver -listener and communicator -representative of trust and integrity -educator and supporter

core responsibilities

• Be the voice of care
• Own the member's journey
• Navigate with clarity
• Protect privacy and compliance
• Champion 5 star service
• Bring the convey spirit

SERVICE EXPECTATION

• Deliver a 5 star member experience
• Uphold compliance and confidentiality
• Be punctual , professional, and empathetic
• Meet performance metrics (AHT, QUALITY,CSAT) -Use tools and resources responsibly

KEY CAPABILITIES

• Active listening
• Clear and positive communication
• Empathy

EMPATHY AND SYMPATHY

SUCCESSFUL STEPS TO EMPATHYZING

• Understand before you respond
• Acknowledge emotions
• Stay Calm , especially when they're not
• Use supportive tone and words -Show your present and listening -Follow through with care

" I understand that you feel.." "Im sorry that..(talk about the situation"

"I can imagine you must be feeling "