Assignment Overview
For this shop, you will call the assigned healthcare clinic, using CX Group’s IVR call system, during your assigned timeframe (EST). You will present the detailed scenario that corresponds to your specific shop about you or a person you know who needs mental health services. Each shop has a very specific scenario for you to use, along with background information to help guide your call. You will evaluate how the agent responds to your scenario and what information they proactively provide. You must document very detailed and thorough narrative in your report, and you MUST justify each score and exactly what took place during your call. Information about phone prompts is detailed in the NOTES section of your shop confirmation.

Information about your specific assigned scenario will be detailed in the SCENARIO link within the shop instructions. You will present the scenario that matches your assignment confirmation email.

You will not schedule an appointment or give out ANY personal information about yourself or the person you are calling about. You will simply state your assigned scenario and evaluate how the agent responds and what information they proactively provide. Obtaining the names of the agents you speak with is required, and you must be able to obtain the hours of operation if they are not proactively provided to you. Additional requirements to complete these calls will be provided in the shop instructions. It is extremely important that you are able to complete your call on the assigned shop date. 

Instructions last updated: 4/1/2026 @ 6:00 PM CST