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Contact Center Consulting Solutions

Contact Center Consulting Solutions. Executive Vision Development Ease of Access Assessment “Go Live” Implementation Results Reporting Performance Review Contact Center Survival Customized Consulting to Meet Your Specific Needs. Executive Vision Development.

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Contact Center Consulting Solutions

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  1. Contact Center Consulting Solutions • Executive Vision Development • Ease of Access Assessment • “Go Live” Implementation • Results Reporting • Performance Review • Contact Center Survival • Customized Consulting to Meet Your Specific Needs

  2. Executive Vision Development • On-site vision development workshop which provides context for why ease of access is a critical strategic opportunity • Review of emerging technologies that improve productivity & example citation of proven results from ease of access solutions across the U.S. • A team process will facilitate a draft vision, guiding principles, critical outcome requirements (with standards and indicators) & measurable objectives to achieve outcomes. • Management will receive a written follow up report detailing each of the above with recommended actions to actualize the vision. Outcome Example Outcome Example

  3. Executive Vision Development Outcome Example #1HealthLine Systems™ Consulting Group • Organization: Community Hospital in Southeast • Challenge:Strengthen the bottom line • Solution: Consolidate multiple access functions into a central communication hub • Outcome: • Net contribution over $4 million in Year two • Recurring incremental net contribution

  4. Executive Vision Development Outcome Example #2HealthLine Systems™ Consulting Group • Organization: Mid sized Hospital in Midwest • Challenge:Increase outpatient procedures scheduled • Solution: Consolidate scheduling function into central communication hub • Outcome: • Documented an 18% increase in outpatient procedures over approximately 12 months

  5. Ease of Access Assessment • Identify ideal outcome requirements; conduct interviews with physicians & a consumer focus group to understand their respective priorities in doing business together • Conduct an operational assessment of up to four key access portals • Conduct a technology assessment of the four access portal areas including telephony, Network/Telecommunications, desktop hardware/software, & desktop patient applications • Compile a written report including recommendations, projected FTE cost savings & an action plan to achieve the savings and implement systems Outcome Example Outcome Example Outcome Example

  6. Ease of Access Assessment Outcome Example #1HealthLine Systems™ Consulting Group • Organization: Hospital in Northeastern US • Challenge:Improve cash flow by reducing days in accounts receivable • Solution: Integrate scheduling with the contact center • Outcomes: • Within 90 days, the number of days in accounts receivable was reduced by 7 days • Cash flow increased by $500k for the quarter for an annualized cash flow improvement of $2 million

  7. Ease of Access Assessment Outcome Example #2HealthLine Systems™ Consulting Group • Organization: Regional Health System in South • Challenge:Increase market share • Solution: Tailor plan for ease of access: • New VP Patient Access responsible to coordinate all customer touch points • Physician referral • After Hours Triage • Integrated patient Scheduling: single call for diagnostic testing, single call for patient placement • Internet: America’s Doctor.com; physician chats, web-based physician answering service

  8. Ease of Access Assessment Outcome Example #2HealthLine Systems™ Consulting Group Solution, continued: • Switchboard/contact center consolidation • Automation to decrease abandoned calls (IVR) • Disease management: diabetes, asthma, urology • Primary care and chronic care clinics • Call backs: ER level 1 and 2; ambulatory surgery • Patient routing during flu season • In process: wayfinding and signage, access cards

  9. Ease of Access Assessment Outcome Example #2HealthLine Systems™ Consulting Group • Outcome: • Market share up 5.3 percentage points in 12 months • “Our Medical Center experienced a 5.3 percentage point increase in market share with 12 months of incorporating (the recommended) access strategy into our overall strategic plan.” • “Market share is up and patient days are up. Our senior leaders now believe that a strategy for access is not optional.” --Vice President, Patient Access

  10. Ease of Access Outcome Example #3HealthLine Systems™ Consulting Group • Organization: Nationally known Payer Network • Challenge:Increase subscriber satisfaction with appointment scheduling • Solution: Centralized appointment scheduling • Outcome: • Subscriber satisfaction jumped from 67% satisfied or very satisfied to 99% satisfied or very satisfied over twelve months – 32% increase in satisfaction!

  11. Ease of Access Outcome Example #3HealthLine Systems™ Consulting Group • Organization: Nationally known Payer Network • Challenge:Reduce cost • Solution: Technology: IVR, CTI, Intelligent call routing, call blending, predictive dialing, and workforce management software • Outcomes: • Cost per call decreased by 55% • Agent productivity increased by 33% • First call resolution increased by 30% • Subscriber perceived service quality increased by 37%

  12. Ease of Access Outcome Example #4HealthLine Systems™ Consulting Group • Organization: Large multi specialty physician group practice in Northeast • Challenge:Reduce cost • Solution: Consolidate appointment scheduling function • Outcome: • Experienced a 40% reduction in FTEs for substantial, ongoing cost savings • $1.6 to 2.5 million cost savings projected over 5 years (projected)

  13. Ease of Access Outcome Example #5HealthLine Systems™ Consulting Group • Organization: Regional Eastern Health System • Challenge:Reduce cost through more appropriate utilization of care • Solution: Comprehensive approach for consumer access to health information and personal wellness planning • Outcome: • For each $1 invested, the enterprise saved $5.50 due to less costly utilization of care

  14. Go Live Implementation • A tailored implementation action plan including specific actions, accountabilities, and timelines for operations, clinical leadership, physician leadership, IT, finance, and marketing • Experienced coaching & support during the implementation process • Sample position descriptions, policies, &procedures • Staffing plan & budget • A format and process for reporting results Outcome Example

  15. “Go Live” Implementation Outcome ExampleHealthLine Systems™ Consulting Group • Organization: Regional Network in Southeast • Challenge:Proactive move to catapult ahead of competitor’s market share increase • Solution: Opened access center including: • Central communication hub/contact center • ER, Women’s, Cardiology, Seniors, Children’s • Physician and physician-to-physician referral • Facilitating tertiary patient transfer • Currently planning switchboard integration • Currently planning centralized registration and scheduling integration

  16. “Go Live” Implementation Outcome ExampleHealthLine Systems™ Consulting Group • Outcomes Quarter 1: • Covered start up costs in 43 days • $2.3 million in incremental direct gross revenue • volume of contacts 228% of previous physician referral program volume • Outcomes Quarter 2: • $8.5 million in incremental direct gross revenue • $684k net contribution (in 180 days!)

  17. Results Reporting • Executive briefing to provide context for the ease of access strategic opportunity & to identify executive outcome requirements specific to client organization • Create tailored format for results reporting based on executive outcome requirements • Tailor an executive report card and net contribution statement • Confirm key assumptions with finance champion • Identify sources of data & assign accountability for accessing it • Detail sequence of the results reporting process identifying individual accountabilities & target dates by action step. • Finalize in tailored, written document.

  18. Performance Review • Facilitate an executive briefing to provide context for ease ofaccess as a critical strategic opportunity and to identify ideal outcome requirements • Conduct a strategic & operational audit of the contact center to identify functions which best align with outcome requirements, those which can be minimized or discontinued, & new functions which should be added • Identify access portals for potential consolidation, detail recommendations, project the range of potential financial opportunity, & complete an action plan Outcome Example

  19. Contact Center Survival Solution • Executive briefing with senior management to achieve clarity on how the contact center will support critical driving priorities and potential functional consolidation opportunities • An analysis of functional consolidation opportunities • An estimate of corresponding cost reduction potential • A specific plan of action to consolidate functions & reduce cost Outcome Example

  20. Contact Center Survival Solution & Performance Review Outcome ExampleHealthLine Systems™ Consulting Group • Organization: Large Regional Medical Center • Challenge:Reduce expenses • Solution: Plan for after hours triage charge recovery • Outcome: • Identified savings of>$500,000 • “Thanks. You helped us plug a half million dollar leak in our boat!” -- CEO

  21. Tailored/Custom Solutions • HLS can tailor custom solutions for a wide variety of situations, including but not limited to: partnering to complete and present the first results report; activating ease of access implementation; contact center web interface strategies and technical consulting; contact center integration technical consulting; physician to physician referral communications solutions; and custom programming. Outcome Example Outcome Example

  22. Customized Consulting Outcome Example #1HealthLine Systems™ Consulting Group • Organization: Genera Health Clinic • Challenge:Increase the number of referrals from regional referring physicians to faculty specialists • Solution: Quantify lost revenue from previously referring physicians; address system, process, culture, and technology: structured referring physician VIP program

  23. Customized Consulting Outcome Example #1HealthLine Systems™ Consulting Group • Outcome: • Within 12 months, 52% re-referred • Captured millions of incremental dollars • Avg. number of referrals in the first year of physicians joining the program was 2.17; second year the same group increased their referrals to 4 patients per physician • Figures climbed every year thereafter

  24. Customized Consulting Outcome Example #2 HealthLine Systems™ Consulting Group • Organization: Six hospital network in southeast • Challenge:Reduce expenses • Solution: Consolidate duplicative access functions • Outcome: • 17.9 fewer FTEs • $456k in permanent cost reduction

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