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Liaison Operations Update

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Presentation on theme: "Liaison Operations Update"— Presentation transcript:

1 Liaison Operations Update
Deborah H. Erdner

2 Agenda Quality Assurance Training – What We Changed for 2020
Customer Service Verification Chat

3 Quality Assurance Setting standards Recording and listening to calls
Coaching and providing feedback

4 Performance Measurement Strategy
Setting goals – individual and team Understanding how/why we chose these goals Seeing each specialist as an individual Investigating the root cause of problems Optimizing our resources

5 Total Contacts By Channel and Number of New Applicants: FY18 vs FY19

6 Total Contacts By Channel and Number of New Applicants: April and May Per Year

7 Total PharmCAS Contacts By Channel and Number of New Applicants: April and May Per Year

8 All Services- calls

9 PharmCAS Calls

10 All services s

11 PharmCAS s

12 Chat – new to PharmCAS this month!

13 Verification

14 PharmCAS Verification

15 Verification

16 Scanned Documents by Month

17 Questions


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