MassVax

A vibrant illustration of a vaccination center, with healthcare professionals assisting diverse individuals, emphasizing communication and support during the vaccination process.

MassVax Training Quiz

Welcome to the MassVax Training Quiz! This quiz is designed to enhance your knowledge and prepare you for effectively assisting callers regarding vaccination appointments. Test your understanding of protocols and key procedures to ensure efficient communication.

Interactive Questions
Multiple Choice Answers
Immediate Scoring

12 Questions3 MinutesCreated by HelpingHand42

What should you ask the caller once you conference in the interpreter?

"Do I have permission to discuss your information with the interpreter on the line?"

"How are you today?"

"How can I assist you today?"

Nothing just roll with the call

Which of the following should we not use as a contact reason?

Not Scheduled - 2nd dose Inquiry

Appointment Scheduled - SPECIAL PROJECT (Task Required)

Not Scheduled - Pre-Registered caller not approved

None of the above

There should be no more then ___ Seconds of dead air on any call.

4 Seconds

10 Seconds

180 Seconds

30 Seconds

When answering calls we do NOT have to ask their preferred language we are able to assume every time.

True

False

If a caller says "I have a 13 year old and I was wondering can I book the appointment with you?" What should be your response?

Yes, I would be more then happy to lets start with some basic info

Unfortunately, I can not. Only individuals who are 16 years or older are eligible to be vaccinated.

No, is there anything else I can do for you though.

Yes, sure.

You get a caller who has asked you a question that has you stumped and may take a bit longer to find the answer, what should you do?

Just sit there in silence while you search and wait for the caller to say something to explain

Ask the caller if it is okay for you to place them on hold, once they agree, thank them and let them know you are now placing them on hold

Just place them on hold and search

Fill dead air with conversation while you search

Which Key things do you need to ensure are verified if the caller has a CP record in the system already?

Full Name, Phone Number, Zip Code, and Date of Birth

Last name, Address, Date of birth, Last 4 of SSN

Full name, Phone Number, Zip code, and email address

Just Name

What is the proper protocol for Transfers?

Place caller on hold and just transfer.

Ask to place the caller on hold once granted permission, reach out in Teams and ask for permission to screen share and transfer.

Inform caller you can't transfer and to call back and follow the prompts again

Say no, and ask if there is anything else you can do to assist

After booking the appointment what should you do?

Ask if they have anymore questions and if not close call

Thank them for calling and just hang up the phone

Repeat back/confirm, the date, time and location to the caller

None of the above

How many minutes before your shift start can you login into the widget?

30 Minutes

5 Minutes

2 Minutes

10 Minutes

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