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Liaison Operations Update
Deborah H. Erdner
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Agenda Quality Assurance Training – What We Changed for 2020
Customer Service Verification Chat
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Quality Assurance Setting standards Recording and listening to calls
Coaching and providing feedback
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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
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Total Contacts By Channel and Number of New Applicants: FY18 vs FY19
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Total Contacts By Channel and Number of New Applicants: April and May Per Year
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Total PharmCAS Contacts By Channel and Number of New Applicants: April and May Per Year
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All Services- calls
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PharmCAS Calls
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All services s
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PharmCAS s
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Chat – new to PharmCAS this month!
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Verification
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PharmCAS Verification
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Verification
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Scanned Documents by Month
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Questions
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