The Vida Pulse | BCBS Scripting & Jira Updates

🏆 The Shoutout Corner

Because you guys are absolutely crushing it.

Huge high-fives to our Top Solvers from last week! The volume was high, but these agents were higher: 🥇 Tatyana Cesar (221 tickets! 🤯) 🥈 McKayla Small (170) 🥉 Carolina Lacayo (154) 🏅 Dory Padilla Santiago (143) 🏅 Jessica Rosales (141)

3,177 tickets solved as a team? Legendary. Keep that momentum going! 🔥

🛑 Stop the Scroll: The "Need to Know"

1. BCBS Verbiage Change (The "Grace Period" is canceled) We’re swapping out our vocabulary for BCBS authorization extensions.

• The Vibe Check: Calling it a "Grace Period" is confusing members.

• The New Script: "The plan reviewed all authorizations set to expire early this year and decided to extend the expiration dates. Yours has been updated to remain active until March 31st."

2. "Why did you call me?" (Inbound/Outbound Sync) If a member calls in asking about a missed call from us, don't panic! 📞

• What's Happening: Our Outbound team is on a massive enrollment drive.

• Your Move: Tell them it was a courtesy call regarding their Vida eligibility, verify them, and pitch the program! Teamwork makes the dream work.

3. Jira Update: Don't forget the UUID! Engineering needs our help to squash bugs faster. The Member UUID field is now MANDATORY in the Zendesk Jira sidebar.

• Project: Support Escalations (ESCA)

• Rule: No UUID = No Ticket.

🧠 Brain Gainz (Training & Resources)

🍿 Watch: JIRA Quick Bite (1m 32s) Got 90 seconds? Drew dropped a new video on Bugs vs. Service Requests. It’s short, sweet, and saves our SLAs.

• Video Training

🛡️ Shield Up: De-Escalation Refresh We know wait times (and tempers) have been high lately. Remember: You are not alone. Check out the De-Escalation/Abusive Customer Protocol. It covers exactly how to hand off a tough chat so you don't have to stress.

• KB Article

🎤 Pass the Mic: We Want Your Feedback

We are testing this Tuesday/Thursday blog format to make your life easier.

Tell us the truth in the comments below: 👇

1. Do you love having everything in one post?

2. Do you miss the Slack chaos (be honest)?

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