Healthcare Account Mock Call - CRYING CUSTOMER

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:

[blphilippines]

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

[ma.lydiacelada]

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.

[jhames_]

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.

[Koola]

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.

[joshuapaulito]

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!💕

[sncrlyyrs]

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 :)

[jayrjunsay]

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

[edwinrodriguez]

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.

[WillyVilmar]

I can't find words to describe how I feel comfortable when I watch your videos. You are one of the best that I've never seen.

[edsnacionales]

Healthcare account advocates here, this has been very helpful ❤️

[justinsingh]

We all get customers on the phone with a mixture of good and bad inside the jar, but distraught customers can really hit you badly whether it is a death or life threatening. It's always important to take micro breaks after deal with calls like this as it can sometimes affect you in some ways. Great video

[ajogborekahmafaith]

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 👍

[sunloving_me]

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

[mariacelinamercado]

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

[jeromyneypes]

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...❤❤❤❤

[DaniellaCabeltes]

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.

[DJAndree]

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

[jayespares]

This video is sad but a reality when handling certain customers that going through hard times. It very nice that your calm by helping her through active listening and providing direct resolutions.

[Config]

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.

[alejandrorubio]

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