Managed Care

I kept a journal. Whenever I made a call I wrote the date, company, address and phone # then person I spoke with. I write down everything that is said in the conversation, questions and answers, everything. I highlight the company name in a color. Then whenever I have to refer back I look at my list of companies and highlighted colors. If its blue I know to refer back to all blue highlighted conversations, I will then color another company with a different color so and so forth. On the front of folder just keep writing the name of company and highlight it, that is your index so to speak. I certainly could not count on my brain so this helped me tremendously. With making things color coded it also made it quicker and easier to find the previous call. Something that has always helped me is to find out the name of the person that I am speaking with and I always get a reference number for the call. Of course I always laugh out loud when the first thing that you hear (before you spend ten to thirty minutes on hold) is that what you are told verbally is not always correct and that you need to "refer" to your contact.....like you can understand the verbage!!!

Great advice in first two answers. Thanks.