Mentoring Program Case Mentoring Program Case Study Study SCP Best Practices User Forum SCP Best Practices User Forum Gayle Wehlacz Gayle Wehlacz V.P., Customer Support V.P., Customer Support Extended Care Solutions Group Extended Care Solutions Group
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Mentoring Program Case Study SCP Best Practices User Forum Gayle Wehlacz V.P., Customer Support Extended Care Solutions Group.
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Mentoring Program Case Mentoring Program Case StudyStudy
SCP Best Practices User ForumSCP Best Practices User Forum
Gayle WehlaczGayle WehlaczV.P., Customer SupportV.P., Customer SupportExtended Care Solutions Extended Care Solutions
GroupGroup
““Share your knowledge. It’s Share your knowledge. It’s a way to achieve a way to achieve
immortality.”immortality.” --
AnonymousAnonymous
““Wise men make proverbs, Wise men make proverbs, but fools repeat them.”but fools repeat them.”
Located in Springfield, MO Located in Springfield, MO Market - home healthcareMarket - home healthcare Revenues - $41MRevenues - $41M 230 employees – 60 support 230 employees – 60 support
employeesemployees Direct response modelDirect response model 33,000-39,000 cases annually33,000-39,000 cases annually SCP Certified – January 2001, 2002SCP Certified – January 2001, 2002
remittance, collections)remittance, collections)• Patient and staff schedulingPatient and staff scheduling• Clinical managementClinical management• Point of CarePoint of Care• TelephonyTelephony
Reduce the need for specialist Reduce the need for specialist teamsteams
Increase first contact closure ratesIncrease first contact closure rates Reduce Frontline/Tier 1 case Reduce Frontline/Tier 1 case
escalationsescalations Enhance call monitoring processEnhance call monitoring process Improve accuracy of case closureImprove accuracy of case closure Improve employee educationImprove employee education
Employee nominationsEmployee nominations Employees must pick up Employees must pick up
productivity loss for each mentor productivity loss for each mentor assignedassigned
Requirements: experience level, Requirements: experience level, knowledge areas; ability to share knowledge areas; ability to share knowledge and provide direction knowledge and provide direction to cross-section of employees; to cross-section of employees; communication skillscommunication skills
Work in concert with employee’s direct Work in concert with employee’s direct supervisorsupervisor
Review corporate customer support Review corporate customer support manualmanual
Instruct on case tracking/CRM systemsInstruct on case tracking/CRM systems Instruct on electronic service delivery Instruct on electronic service delivery
tools tools Review support SOPsReview support SOPs Facilitate role-playing scenariosFacilitate role-playing scenarios
Employees complete evaluation Employees complete evaluation survey on mentors survey on mentors
Track re-opened cases that Track re-opened cases that mentors participated in – measure mentors participated in – measure effectiveness at reducing re-effectiveness at reducing re-opened casesopened cases
Benefits - New Hire Benefits - New Hire OrientationOrientation
Consistent transition into the support Consistent transition into the support environment for every new hireenvironment for every new hire
New employees receive adequate New employees receive adequate attentionattention
Ability to readily identify and address Ability to readily identify and address employee issues during probationary employee issues during probationary periodperiod
New hires are productive in shorter period New hires are productive in shorter period (3-4 months)(3-4 months)
Higher employee satisfaction ratings than Higher employee satisfaction ratings than peer groupspeer groups
Benefits – Case Assistance Benefits – Case Assistance
Improved first contact closure rates Improved first contact closure rates 232%232%
Higher case closure productivity by Tier Higher case closure productivity by Tier 1 staff 1 staff 27%27%
Fewer cases escalated Fewer cases escalated 33%33% Tier 1/frontline staff learn by exposureTier 1/frontline staff learn by exposure Real time identification of knowledge Real time identification of knowledge
deficit trendsdeficit trends Employee’s individual development Employee’s individual development
plans can be customized to meet their plans can be customized to meet their educational needseducational needs