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.

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

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.

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.

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!💕

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 :)

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

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.

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 👍

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.

Healthcare account advocates here,this has been very helpful ❤️

I currently work in customer service for a health insurance broker and the mental stress I have everyday is unbelievable. I wouldn’t be able to work as a call center customer service representative, this type of job is not for everyone

This was so perfect, but I'm almost in tears. I don't know if I were the agent at that moment, I may have emotional breakdown with her as well. 😅

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

Thank you so much Candice!

Awesome Job! I love how you putted everything together in this mock call, it felt like so real!

Candid , that's so nice . I do understand such difficult situation on your caller . I understand, really the situation . Thank you for such apathy . God bless .

Thank you, tonight is my first night in prod. Thank you for all the tips specially in mock call😊 more blessings to come

Great video!!! Thanks 🙏

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

what you do is absolutely amazing

thank you so much for this health care mock call. training will start next week and I am reviewing here in your channel.

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

i´ve just heard the first example and i really like your explanations. good job

God I can only imagine how heart wrenching it is having to deal with people in such dire straits and not being able to help them.. Im looking forward to the next video ma'am. Many thanks.

Amazing call handling skills

Very well done. You always have great share

Born in 1979 and she's been married 53 years? That must've been a pretty intense marriage!

This is really very helpful mock call especially for a health Care account.

I cried while watching this video 😢😢😢😢

Thank you for this video it's very helpful! ❤️

Absolutely missing my days working with the oldies of US. There's not much word you can describe the feeling helping a customer like her.

I need this thank you ❤️😭

I love the details & explanations after the mock call 😍❤️

You're the best! 🙌🙌❤❤

I'm in my healthcare account now but as a chat spprt agent. The difference between the two level of support is that for chat agents grammar lapses and mistakes are always a big deal and there's nothing we can do about it, accuracy and completeness of the information is really their prerequisites for a perfect chat even delivering negative news about their coverage.

I suddenly remember a similar scenario that I encountered when I was working for a medical billing account. I was genuinely in tears while talking to the deceased patient's wife.

Even if it is a mock call, you really did provide a good scenario example of what really happens in a healthcare account. Good lead for a healthcare patient care advocate who wish to handle healthcare unit in the BPO industry :)

from healthcare insurance here, yea may mga members talaga na mahirap ang situation lalo na yung na.lay off sa trabaho

I've just experienced this yesterday. I'm still new in the BPO industry. My customer had a breakdown, she was old and alone, she started crying. When I heard her cried and said that her husband just passed away, I couldn't help but cry as well. I tried hard to stay focus, because my voice is trembling, and my tears kept on falling. I really don't know what to do.

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.

Thanks for this video Candace! ☺️this is very helpful to me 💓

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

This is an amazing mock call! ♥️♥️♥️

Very helpful when encountered a situation like that

Sana ganun ka bait at accommodating ang TL

Thank u candice

are those real calls? I absolutely love how you handle those situations and appreciate you sharing it with us newbies!

Thanks 🙏

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...❤❤❤❤

Your videos really helpful.....God bless u

I am also a chat representative, I used to take calls and I couldn’t express myself when I used to receive calls like this because I used to cry and couldn’t even help others so I tried chat instead to keep myself together.

Dahil sa mga vid nito nkapasok ako sa bpo industry ♥️♥️♥️

More of this pls

I like your videos thank you for sharing your knowledge 🐱😉

Very helpful 💚💚💚

Candice your voice is very soothing to listens to❤

Thanks a lot sa lahat ng videos mo😭 napakalaking tulongggg

Thank you, mam, for all the tips

Many thanks dear teacher

Wow! your background improved a lot. More videos to come, Kwestyon

Gosh it's heart-shattering.

The acting!!! I'm impressed 😊

very nice and really liked ...its really help ful ..thank you 😍😍

Grave po talaga ang galing nyo,,para kang native speaker! Yung accent nyo po mas madaling maintindihan compare sa ibang customers na Black American ang bilis bilis po nilang magsalita para silang nag rap, sa telco po ako dati.

This call scenario is so realistic, Healthcare advocate here.. Minsan maiiyak kana lang din talaga sa mga gantong scenario pero need pa din magfocus..

I cried OMG!

Thank you so much this is a big help❤️ I'm healthcare account and I don't see a lot of videos about this account.

You're content is absolutely amazing mam more content to come i just hired in a health care account recently. Im hoping to survive my training You're video is such an amazing thing 💓

Watching your content is very very helpful for aspiring call center applicants like me. Its very realistic and I can definitely copy some useful script from them ❤️ Thank you for all your efforts to help us. ❤️❤️❤️

I got hired on November 7, for through watching your vedios and that is because of you ma'am❣️ My starting training in December 15 , And I'll be handling health care account and it's very helpful your vedios on me as a newbies😊 Thank you so much ma'am❣️

Wow that could be a tough call... Thanks for sharing that exp

here working as a CSR, looking for an every day improvement, thanks for this

I'll definitely look forward to you next video related to this. Thank you so much for uploading videos like this. This is very informative and helpful especially to newbies like me. Again, thank you Miss! I learned a lot today!

Hello Candace! Love your mock calls, so real, we would like you to post a video of BILLING CALLS, Refunds etc, demanding customer, etc share the video link pls tks!

Nice!

Naku! If I were the one who handled that call, iyakan na kami nung customer.. 😭😭😂

I'm actually a newbie and don't know how to respond with it if this will happen to me. A big thank you for this content. I've learn so much on this today and I really want to learn more from you. Keep on making relevant videos for those aspirant call center like me who wants to thrive in this career.

Final interview ko bukas sa optum that’s why I got here 7:10AM. Ag iiiyak sa sample call na to omg

Even though I know that this is just a mock call and scripted but, it touches my inner me and my eyes start to fall with tears and my heart is like griffin hard, I'm on my training on this account and I am very thankful to ms. KWESTYON that she made this video. BIG HELP.

We received one commendation for Candice! Good job 👏❤

i almost cried

Please make a video more about Emphaty and how to paraprhase the caller's concern.

Bait ng CX sana all 🙌🏾🙌🏾😭😭👏🏾👏🏾👏🏾👏🏾

I get to learn a lot of things and i like your English 😊

Hello Ms. Sheena, great video once again..Can you also do a mock call for sales rep? Consultative selling ? And b2b saas selling? Pls. Thanks! 👍🙏

Please more of this, in different account and situation. Thank you so much 😘

Very good call. Being a retired Hospice & Palliative Care nurse I knew in real life they would help. Also I wanted to say call me I can tell you how to get it for free. I’m in US and goin to do few hours at home for a company. Just found your videos and she does fantastic job.

I'm so amazes

Ate, I hope you can make videos about EMPATHY STATEMENTS and Sample Scripts for CSAT

Thanks for all your vedios it was a big help for me, I'm a newbies here in BPO industry, can you pls. Make some examples in mock calls for College Board accounts. So we have an idea about it.

Idol hehehe.

Other companies doesn't have that one time courtesy and we cant do anything about it. So sad and breaking

Kung napanuod ko lang sana ito bago ako nag final assessment kanina sa training 😭😭 pero thanks G pumasa parin.

I WOULD'VE JUST CRIED WITH HER

Hello! Can you make an in dept explanation about Empathy on how, when, and what to say it when you're on a call?

Can you give us mock call scenarios with regards to receiving inbound and outbound calls in healthcare accounts??

Thanks maam ,for visiting el txoko restaurant...back again po💓🙏

Tnx tl

Hi ma'am new subscribers here