Call Center 11/20/2014

Our Mission  To improve the health of our patients and communities by delivering exceptional health care, removing barriers to that care and promoting healthy lifestyles 2

Thundermist Health Center Woonsocket, RI 3

The Role of the Call Center 4  Provide the best in customer service  Strive for first call resolution  Educate patients to the organizations processes and procedures  BE GUMBY!!

Centralization Challenges  Staffing  Inconsistent processes between sites  Maintain service level of 80% of calls answered in under 90 seconds 5

What did we do? 6  Relocated the call center from the Woonsocket medical clinic to a larger suite shared with the Thundermist billing department  Purchased call recording software which gave us with the ability to evaluate and score calls to improve coaching sessions with agents  Implemented standardized scheduling across all 3 sites  MA’s assigned to nursing pods to receive warm transfers from the call center  Hired per diem staff to fill vacancies in the call center to maintain staffing levels at all times  Brought back remote agents to office  Group training of new hires  Open the call center one hour prior to clinic opening

Group training 7

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Service Level 9

10 Call Volume by Year

What’s next??? System Improvements  Explore new software that will provide real time data, cradle to grave reporting and detailed agent activity reports Growth  New facility opening in January of 2015 on our current South County location  Expand services to include dental calls 11

Thundermist Health Call Center 12