Data Use Within The Navigation Center October, 2014

CentroMed Overview Founded in 1973 Located in Bexar and Comal Counties Currently 23 sites of service Primary services include medical, dental, behavioral health, podiatry, optometry UDS 2013 statistics 75,507 unduplicated patients 316,669 visits (~1,242 Visits/ Workday) 610 employees (88 providers) Call center = “Navigation Center”

Navigation Center Overview Each site formerly had its own phone tree No standardization in how trees set up Could not make changes easily Many calls to departmental front desks/staff Had an Appointment Line with 4 employees handling medical appointments for 2-3 sites (400-500 calls/day) Created the Navigation Center Operational November, 2012 Centralized phone number Currently operates 7:00 am – 6:00 pm, Monday – Friday Answers the main lines for 11 sites Medical, dental, behavioral health The remaining sites answering own lines are primarily comprised of special services Covers both counties “Special services” includes WIC, homeless shelters, respite services, fitness center, and community services

Call Center Data Call center software Practice management software Total inbound and outbound volume Average and maximum length of calls by employee Departments within the Navigation Center Practice management software Data quality Accuracy Frequency of reviews Manager reviews daily VP reviews with manager weekly Senior management updated monthly Board updated annually Focus areas Daily operations Special situations (marketing, special events) Seasonality & start of school

Using the Data Individual improvements Staffing levels Overall productivity (avg and max call times) Trends (hold times, behavior patterns) Quality of calls Quality of info collected and accuracy of appointments Staffing levels Overall Time of day Patient complaints Value-added services, e.g., insurance verification Automated reminder calls Time saver Consistency in calls Adjustment to primary phone tree

Call Center Staffing Consulted with large call center operations Financial services City utility Retail sales Health services General model based on Total volume – inbound and outbound Average length of calls Expected employee absences Productivity

What Does the Future Hold? More formal training regimen Tracking types of calls Conversion to skill-based call routing 100% call recording for quality reviews Insurance verification Program eligibility More robust nursing functions

Successes and Lessons Learned Software and single phone number allows for Better tracking of calls and easier review of data Clinic staff to focus on patients present instead of phones As with any implementation, will run into unexpected challenges, particularly when first starting a call center May need some trial and error before finding the “right” solution for your organization Training is an important component – official protocols are a plus Automated reminders may be less personal but save time Quality assurance helps employees learn faster