From Focusing On The Little Things
Opportunity
When this program began, the client’s key concerns absenteeism, attrition, and communication, particularly the first two points. Inconsistent and unpredictable staffing impacts the entire value chain, from efficiency to handle time to customer satisfaction. We focused on that while also accounting for a third A – adherence. That means staffing that aligned to the client’s vision of the workday schedule, accounting for times of peak volume while also factoring in details like meals and breaks.
Solution
The campaign began with a modest team working a Monday – Friday schedule that provides service from 9:00 am – 8:00 pm, EST.
The client provided a trainer for the initial class of agents, but by the second round of hiring, we took over that responsibility. Training last several weeks due to complex subject matter and customers who consist of both practitioners and patients.
Results
The team has grown by 450% with agents handling more than 4,000 calls per week. They work with care providers to verify patient eligibility, code for billing, and assist with the self-help portal. With patients, the focus is on policy information, what procedures are covered vs. out of pocket, and whether a particular dental office is in network or not. As for the client’s other points of emphasis
AHT
A compliance standard of 93%.
Adherence
A compliance rate of 97%.
Absenteeism
A 97% attendance rate with a backfill plan for empty seats.
