Achieving Excellence in Non-Clinical Call Center Services. Healthcare Call Center Times Conference June 2015

Transcription

1 Achieving Excellence in Non-Clinical Call Center Services Healthcare Call Center Times Conference June 2015

2 Karen Clayton, MS Associate director, Physician Referral Services PREPARING FOR EXCELLENCE

3 Data, Data, Data! What do you currently track? Daily, monthly, annually What do you currently report? Daily, monthly, annually What is valuable to your organization? Do they trust your data?

4 How do you prepare for excellence? Data Reports Service standards Staffing Offering value

5 Reports at Rush Daily AUX/ACW (staff, manager) Call volume, abandoned, staffing (director) Weekly Productivity (staff) Monthly Audits (staff) ROI (staff, director) Dashboards (director, partners, senior leadership) Customer service call reviews Annually ROI (staff, director) Dashboards (director, partners, senior leadership)

6 Audit reports Any TP or TS were TP pr TSType = 'A' and the TP or TS appdate is blank. TTADDBY TRID MODULE MODULE_ID ESM D8P0046J TS D8P0008I ESM D8P0046J TS D8P0008J TP or TStype='A' and TTother1 = anything but AMOF. TTADDBY TRID MODULE MODULE_ID SAC FDP005U0 TP D0P00J3E

7 Staff productivity report

8 Rush-only marketing effectiveness Calendar Year 2015 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC TOTAL Total Calls ,345 Answered Calls ,266 Abandoned Calls ,905 Diverted Calls (not included in total) ,755 Abandonment Rate 8.12% 5.24% 5.32% 4.67% 5.89% Attempted 3 way calls ,365 Appts Made Office Appointments Made Epic Appointments Saved *Average Speed of Answer (seconds) *Call Center Service Level (Percentage of calls Answered within xx seconds) 90/29 94/25 94/25 94/20 Call Breakdown Physician Referrals ,444 Physician Information ,246 Service Referral ,415 Class Registration Class Cancellation Clinical Study General Information ,252 MyChart ,220 Rush Web site (Find a Doctor) ,956 Ask an Expert: Heart Ask an Expert: Heartburn Ask an Expert: Lung Cancer Ask an Expert: Ortho Ask an Expert: Spine and Back Ask an Expert: Stroke *Average Speed of Answer and Service level includes both Rush and Oak Park

9 Service Level What s right for your organization? Metric Benchmark Rush Call Center Average length of call 3:20 minutes 3:34 minutes Average calls per agent per month Abandonment rate goal <5% 3% (current rate 8%) *Service level goal: (Answering XX amount of your calls within XX seconds) Academic 90/10 90/20 Outsource vendor 80/40 Service level really should be individualized by analyzing when the majority of your calls abandon. I believe our goal represents just that.

10 Marketing analytics

11 Staffing Hiring Turnover rates? What are you looking for in a candidate? Where we are and where we re going Rising call volumes Adding services

12 Physician Referral Services Mission The mission of Rush Physician Referral Services is to offer our callers a one stop shop for their needs by being knowledgeable about the physicians, services and offerings of Rush. Vision The vision of Rush Physician Referral Services is to treat our callers with compassion, empathy and respect as we help them access resources across Rush.

13 ICARE Values in PRS This is how Rush s ICARE values are translated in Physician Referral Services: Innovation diversity, training Collaboration professionalism, sincerity Accountability professionalism, empathy Respect sincerity, diversity Excellence knowledgeable, training 13

14 Maintaining Excellence Under Pressure

15 The Rush Call Center Rush Call Center Capacity Essential to Growth Rush Call Center Marketing-generated calls from people who want to come to Rush growing at an unprecedented rate Maximum number of callers who get referrals/appointments because Call Center staff has reached its limit Patients lost (only 1 in 3 will call back) For marketing to support growth, we need capacity in the Call Center to convert prospects into patients. 15

16 The Rush Call Center Erlang Call Traffic Model The Erlang traffic models were established by A.K. Erlang, a Danish scientist who is credited with much of the early work in telephone traffic design. They are used throughout the world to carry out a variety of statistical estimations associated with telecommunications systems and call centers. The Erlang C model calculates the performance of systems which incorporate queuing (rather than a caller simply getting a busy signal and hanging up). Queuing applications include switchboard operators, call center agents and helpdesks. 16

17 The Rush Call Center Average calls by time of day 17

18 The Rush Call Center Actual FTEs by time of day vs. required ( ) by interval This reflects current 9.5 FTEs. This staffing model factors in abandonment rate and call volume data. 18

19 The Rush Call Center Percent of calls answered within 20 seconds by time of day This reflects current 9.5 FTEs. 19

20 The Rush Call Center Actual FTEs by time of day vs. required ( ) by interval This reflects 13.5 FTEs. This staffing model factors in abandonment rate and call volume data. 20

21 The Rush Call Center Percent of calls answered within 20 seconds by time of day This reflects 13.5 FTEs. 21

22 Adding Value Services Return on investment results Appointment scheduling MyChart (EMR) Helpline Emergency communication line Website integration

23 Thank you!