Mentoring Program Case Study SCP Best Practices User Forum Gayle Wehlacz V.P., Customer Support Extended Care Solutions Group

“Share your knowledge. It’s a way to achieve immortality.” -Anonymous “Wise men make proverbs, but fools repeat them.” -Samuel Palmer ( ) -Samuel Palmer ( )

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Profile Located in Springfield, MO Located in Springfield, MO Market - home healthcare Market - home healthcare Revenues - $41M Revenues - $41M 230 employees – 60 support employees 230 employees – 60 support employees Direct response model Direct response model 33,000-39,000 cases annually 33,000-39,000 cases annually SCP Certified – January 2001, 2002 SCP Certified – January 2001, 2002

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Profile (cont’d.) Product suite Product suite Intake/patient registrationIntake/patient registration Financial operations (billing, remittance, collections)Financial operations (billing, remittance, collections) Patient and staff schedulingPatient and staff scheduling Clinical managementClinical management Point of CarePoint of Care TelephonyTelephony Platform – NT/SQL Server Platform – NT/SQL Server

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Typical Employee Background CIS CIS Accounting Accounting Nursing/healthcare Nursing/healthcare

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Objectives/Challenges Reduce the need for specialist teams Reduce the need for specialist teams Increase first contact closure rates Increase first contact closure rates Reduce Frontline/Tier 1 case escalations Reduce Frontline/Tier 1 case escalations Enhance call monitoring process Enhance call monitoring process Improve accuracy of case closure Improve accuracy of case closure Improve employee education Improve employee education

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Roles/Responsibilities New hire orientation New hire orientation Identify individual employee training needs Identify individual employee training needs Identify team/organizational training needs Identify team/organizational training needs Call monitoring Call monitoring Real time case assistance Real time case assistance Ongoing training & education Ongoing training & education Participate in case reviews Participate in case reviews Author monthly newsletter articles Author monthly newsletter articles

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Selection Criteria Employee nominations Employee nominations Employees must pick up productivity loss for each mentor assigned Employees must pick up productivity loss for each mentor assigned Requirements: experience level, knowledge areas; ability to share knowledge and provide direction to cross-section of employees; communication skills Requirements: experience level, knowledge areas; ability to share knowledge and provide direction to cross-section of employees; communication skills

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. New Hire Orientation Work in concert with employee’s direct supervisor Work in concert with employee’s direct supervisor Review corporate customer support manual Review corporate customer support manual Instruct on case tracking/CRM systems Instruct on case tracking/CRM systems Instruct on electronic service delivery tools Instruct on electronic service delivery tools Review support SOPs Review support SOPs Facilitate role-playing scenarios Facilitate role-playing scenarios

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Case Assistance Collaborate with support analyst Collaborate with support analyst Provide guidance on diagnostic approach Provide guidance on diagnostic approach Track number and types of requests for assistance Track number and types of requests for assistance Provide analysis reporting on individual and team training needs and trends Provide analysis reporting on individual and team training needs and trends

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Reporting Tools

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved.

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved.

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved.

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved.

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Mentor Performance Employees complete evaluation survey on mentors Employees complete evaluation survey on mentors Track re-opened cases that mentors participated in – measure effectiveness at reducing re-opened cases Track re-opened cases that mentors participated in – measure effectiveness at reducing re-opened cases Customer satisfaction Customer satisfaction Employee satisfaction Employee satisfaction

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Benefits - New Hire Orientation Consistent transition into the support environment for every new hire Consistent transition into the support environment for every new hire New employees receive adequate attention New employees receive adequate attention Ability to readily identify and address employee issues during probationary period Ability to readily identify and address employee issues during probationary period New hires are productive in shorter period (3-4 months) New hires are productive in shorter period (3-4 months) Higher employee satisfaction ratings than peer groups Higher employee satisfaction ratings than peer groups

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved. Benefits – Case Assistance Improved first contact closure rates  232% Improved first contact closure rates  232% Higher case closure productivity by Tier 1 staff  27% Higher case closure productivity by Tier 1 staff  27% Fewer cases escalated  33% Fewer cases escalated  33% Tier 1/frontline staff learn by exposure Tier 1/frontline staff learn by exposure Real time identification of knowledge deficit trends Real time identification of knowledge deficit trends Employee’s individual development plans can be customized to meet their educational needs Employee’s individual development plans can be customized to meet their educational needs

Question & Answer

Copyright © 2002 McKesson Information Solutions Inc. All Rights Reserved.