SCREENING QUESTIONS:

Candidate:
Contact Number:
Email Address:
Reviewer:
Date:
Client Program:

Complete discussion about Everise and LOBs details: (What we do, program details, training hours and hours of
operation, flexibility to work on weekends and holidays if needed, pay rate, etc) - Refer to Program Overview
document for this information, does the candidate accept all requirements?

Good with the Scope of Work:

Handling inbound calls for bswift:
Call examples:
Agent will engage, consult, and educate members based up on the members' unique needs, preferences, and understanding of
their Employer benefit plans, tools, and resources to help guide the members along a clear path to care.
Utilizes bswift tools and resources to assist customers in understanding components of the Employer's benefit products and
programs including claims, accumulators, usage and balances, cost sharing, benefit plan details, and eligibility rules.

Good with Payrate: $14.50/hr training; $14.50/hr production

Good with Training Hours: 9:00 AM - 5:30 PM EST

Mon – Fri - 6am to 11pm CT

Saturday - 9am to 2pm CT
Sunday - Closed (Sundays in April AE)

Peak Starts first week of October Ends 2nd week of Dec

AM shift - 7AM-3:30PM EST

PM shift - 3:30PM-12AM EST

Does candidate meet minimum experience requirement as outlined in the Job Matrix?

Have you ever worked for or been offered a position with Everise or any affiliates (C3, TruSource Labs, Globee,
Hyper Labs. If yes, when and under what name)?

Are you 18 years or older?

Are you bilingual? Do you happen to speak other language/s aside from English?
Are you bilingual? Do you happen to speak other language/s aside from English?
Do you have your High School Diploma/GED?
If offered the position, are you willing to submit a background check and drug screening?
Have you worked from home before?
Have you ever worked in an environment where you don’t have constant human interaction? Can you give an example? How did
that work out?
Can you work independently without face to face management interaction? Can you provide an example of when this has
happened? Why do you think this is important?
Have you worked using a PC and familiar with operating multiple systems in order to complete tasks?
Will you be comfortable working independently without face to face peer and management interaction?
Do you have the ability to train in a remote environment where you must pay attention 100% of the time for
weeks? Your training is over the computer, this can be difficult for some, are you sure you will feel comfortable
with this type environment?
Do you have a workspace that is secure, quiet and dedicated where no one can see or overhear your work
activities? (You will not be allowed to actively care for children or other dependants at any time while in Training or
Production. Care may be provided during scheduled paid breaks and unpaid lunches)

Do you have other work obligations that would interfere with your ability to work your assigned hours, if offered
this position? (If you work another job we expect you to work your Everise assigned hours, other work obligations
must occur outside of your assgined Everise schedule).

Are you looking for Full or Part Time work?

What is your preferred start date? (Confirm can start on TBA)
100% attendance is expected during your first 90 days. (This means no Tardiness, leave early, doctors’
appointments, vacation, weddings, court appointments or any known scheduled events for the first 90 days). Do
you have any commitments that would prevent perfect attendance?
One of the requirements for our work at home roles is a certain minimum internet speed, and we have to run this
test via an Ethernet cable. Do you have a computer at home with an Ethernet cable that we can run this test with
now?

Training will be remote and may require you to participate via a camera we provide. Our dress code on camera is
the same as we would expect for an in office position. Do you agree that you will participate in training with this
requirement?

Do you have a personal device other than a cellphone you can use for the first day of employment? (computer, or
laptop) If No, will you be able to have one available on the first day of employment as this will be a requirement to
participate on your first day. If the equipment is not available you cannot start training. Candidates can borrow
equipment from relative or friends.
Everise will provide you the following equipment:
A computer with either a built in monitor or standalone monitor, a 6 foot Ethernet cable, keyboard, mouse and
cables. These items are subject to a $90 Property Return Security Deposit. This will be paid by subtracting $30 out
of each of your first 3 paychecks, for a total of $90, and will be refunded upon return of all equipment issued. Are
you ok with this?

Equipment you are required to provide:

1 - An additional 21 inch (or larger) Monitor with a Display port connection and required cord. You will now have 2
monitors, one provided by Everise and one by you. (A laptop or Apple Monitor will not be allowed. In addition, Non
Smart TV's are allowed. You must provide cables to support connections of your Non Smart TV to the computer.
2 - A Headset. One of the following specific headsets must be acquired by the start of training, purchases can be
made anywhere but following are sample prices from Amazon:
o Plantronics 3320 Blackwire – Approx.. $54.95 on Amazon, No other cords required
o Plantronics 5220 Blackwire – Approx.. $80.78 on Amazon, No other cords required
o Plantronics EncorePro 520 – Approx. $75.00 on Amazon, Requires the purchase a DA80 USB Plug Adapter.
Approx. $20.00 on Amazon
3 - Personal device capable of loading Apps (IOS/Android). you will be required to use your personal device for new
hire orientation, program specific training (PST), and on-going for Multi-Factor Authentication.
Do you agree to acquire this equipment prior to the first day of training?
BRENNETTA POWELL
(404) 5038027
[email protected]

8/30/2023
bswift

Yes

Yes
Yes
Yes

Yes
Healthcare Service Related Exp - 2 years
Customere Service Exp - 3 years
Call Center Exp - 8 years

No

Yes
English
English
Yes, HS Diploma
Yes
5 years

Yes, working from home

Yes
Yes
Yes
Yes
Yes

No

No
12-Sep-23

Yes

Yes

Yes

Yes

Yes

Yes
Directions to follow based on response:
Stop Interview if No

Stop Interview if No

Stop Interview if No
Stop Interview if No
Stop Interview if No

Stop Interview if No

Collect answer and proceed with interview- Be sure to

verify if there is a duplicate profile that needs to be
merged
Stop Interview if No
Collect answer and proceed with interview
Collect answer and proceed with interview
Stop Interview if No
Stop Interview if No
If No, See Specific WAH questions section below
Stop interview if for any reason candidate states they
would not be happy with this type environment

Stop Interview if No
Stop Interview if No
Stop Interview if No
Stop Interview if No

Stop Interview if reponse is Part Time (unless the Client

Program states PT is being sought)
NA - Data collection only
Stop Interview if they are unable to commit to 90 days.
Attempt to find another Client Program Wave that works
with their schedule.
Stop Interview if they do not meet 20DL/10UL

Stop Interview if No

Stop Interview if No

Stop Interview if No

Stop Interview if No
 Note: Replace the term "caller" with the following terms to make the interview more focused on the program they will be
CRITICAL 2nd Level Interview Questions supporting
Candidate: BRENNETTA POWELL Healthcare Programs: Use the term "Member"
Reviewer: 0 Customer Service Programs: Use the term "Customer"
Date: 8/30/2023
Client Program: bswift

RATING
AREA CATEGORY INQUIRY RATING COMMENTS (Required if 2 or less)
(1-3)
GENERAL GOAL ORIENTED Describe your experience working in an environment where 3- Able to quickly provide KPI, the KPI goal and their performance including how they became successful at meeting the
performance metrics are critical to your success? What were your goals
specific metrics? Were you successful in achieving them, and if so, how? 2-Able to quickly provide KPI and goal, but not able to be specific on methods used to become successful
1 – Did not have an answer at all or were vague/confused as to why this question was relevant 3

SOFT SKILLS Evaluate the candidate’s communication skills (i.e. pronunciation, 3- Responses were positive, confident and aligned to the questions and confident calm rate of speech
grammar, intonation and listening skills). 2- Positive tone and responses aligned to question
1 – Did not have an answer at all or were vague/confused as to why this question was relevant 3

CARE and RESOLUTION Describe how you demonstrated that you CARE about resolving a caller’s 3- Detailed response indicating they have a strong awareness that callers issues have underlying root causes or impacts
HEALTHCARE or issues. What did you do or say to ensure you understand their issue? that could drive additional callbacks if not completely addressed
CUSTOMER SERVICE How did you convey that your goal was to resolve the problem? 2-Response indicates that the candidate is not afraid to ask probing questions to ensure true issue is identified and
resolved. 3
-
COMPLEX 1 – Did not have an answer at all or were vague/confused as to why this question was relevant

ADVOCATE Give me an example of a situation where you had to advocate for a caller 3 – Very detailed response with an example that told the story from beginning to end. Included follow up actions
to completely resolve their issue and how it impacted the caller demonstrating that they took action outside of the actual call. Further, they talked about the caller’s acknowledgement
experience” of a positive result through your actions.
2 – Less detailed, some follow up but escalated to others to resolve the issue. Not fully focused on the impact to the 3
caller.
1 – Did not have an answer at all or were vague/confused as to why this question was relevant

ROOT CAUSE MINDED Give me an example of a situation where the caller presented what they 3 – Understands quickly what the response should be, gives an relevant example that outlined how they determined it
thought was the issue but you were able to probe and find the REAL root was a different issue. They seem exited about getting to the root of an issue and don't appear to be concerned about
cause of their problem what it takes in time/effort to get to this point
2 – Less detailed, gave a fair example but it feels like they don't really understand how to get to the root cause. May state
they rely on procedures or documentation to determine how to fix a problem 3
1 – Did not have an answer at all or were vague/confused as to why this question was relevant

SELF SUFFICIENCY If your System were to stop working how would you reach out to get the 3 - They get it and exhibit confidence that they are comfortable with dealing with Tech issues and challenges (Not a "2" or
issue fixed so you can continue to take phone calls? How long do you a "1")
think it should take you to begin to seek assistance? 2 - Response that says they would take care of it without outlining the steps they would take. 3
1 - State “I am not technical and would escalate immediately…Technology scares me"

3.0 Final Score

PASSED