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

Mentoring Program Case Mentoring Program Case StudyStudy

SCP Best Practices User ForumSCP Best Practices User Forum

Gayle WehlaczGayle WehlaczV.P., Customer SupportV.P., Customer SupportExtended Care Solutions Extended Care Solutions

GroupGroup

““Share your knowledge. It’s Share your knowledge. It’s a way to achieve a way to achieve

immortality.”immortality.” --

AnonymousAnonymous

““Wise men make proverbs, Wise men make proverbs, but fools repeat them.”but fools repeat them.”

-Samuel Palmer (1805--Samuel Palmer (1805-1880)1880)

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

ProfileProfile

Located in Springfield, MO Located in Springfield, MO Market - home healthcareMarket - home healthcare Revenues - $41MRevenues - $41M 230 employees – 60 support 230 employees – 60 support

employeesemployees Direct response modelDirect response model 33,000-39,000 cases annually33,000-39,000 cases annually SCP Certified – January 2001, 2002SCP Certified – January 2001, 2002


Profile (cont’d.)Profile (cont’d.)

Product suiteProduct suite• Intake/patient registrationIntake/patient registration• Financial operations (billing, Financial operations (billing,

remittance, collections)remittance, collections)• Patient and staff schedulingPatient and staff scheduling• Clinical managementClinical management• Point of CarePoint of Care• TelephonyTelephony

Platform – NT/SQL ServerPlatform – NT/SQL Server


Typical Employee Typical Employee BackgroundBackground

CISCIS AccountingAccounting Nursing/healthcareNursing/healthcare


Objectives/ChallengesObjectives/Challenges

Reduce the need for specialist Reduce the need for specialist teamsteams

Increase first contact closure ratesIncrease first contact closure rates Reduce Frontline/Tier 1 case Reduce Frontline/Tier 1 case

escalationsescalations Enhance call monitoring processEnhance call monitoring process Improve accuracy of case closureImprove accuracy of case closure Improve employee educationImprove employee education


Roles/ResponsibilitiesRoles/Responsibilities

New hire New hire orientationorientation

Identify individual Identify individual employee training employee training needsneeds

Identify Identify team/organizationteam/organizational training needsal training needs

Call monitoringCall monitoring

Real time case Real time case assistanceassistance

Ongoing training Ongoing training & education& education

Participate in Participate in case reviewscase reviews

Author monthly Author monthly newsletter newsletter articlesarticles


Selection CriteriaSelection Criteria

Employee nominationsEmployee nominations Employees must pick up Employees must pick up

productivity loss for each mentor productivity loss for each mentor assignedassigned

Requirements: experience level, Requirements: experience level, knowledge areas; ability to share knowledge areas; ability to share knowledge and provide direction knowledge and provide direction to cross-section of employees; to cross-section of employees; communication skillscommunication skills


New Hire OrientationNew Hire Orientation

Work in concert with employee’s direct Work in concert with employee’s direct supervisorsupervisor

Review corporate customer support Review corporate customer support manualmanual

Instruct on case tracking/CRM systemsInstruct on case tracking/CRM systems Instruct on electronic service delivery Instruct on electronic service delivery

tools tools Review support SOPsReview support SOPs Facilitate role-playing scenariosFacilitate role-playing scenarios


Case AssistanceCase Assistance

Collaborate with support analystCollaborate with support analyst Provide guidance on diagnostic Provide guidance on diagnostic

approach approach Track number and types of Track number and types of

requests for assistancerequests for assistance Provide analysis reporting on Provide analysis reporting on

individual and team training needs individual and team training needs and trendsand trends


Reporting ToolsReporting Tools






Mentor PerformanceMentor Performance

Employees complete evaluation Employees complete evaluation survey on mentors survey on mentors

Track re-opened cases that Track re-opened cases that mentors participated in – measure mentors participated in – measure effectiveness at reducing re-effectiveness at reducing re-opened casesopened cases

Customer satisfactionCustomer satisfaction Employee satisfactionEmployee satisfaction


Benefits - New Hire Benefits - New Hire OrientationOrientation

Consistent transition into the support Consistent transition into the support environment for every new hireenvironment for every new hire

New employees receive adequate New employees receive adequate attentionattention

Ability to readily identify and address Ability to readily identify and address employee issues during probationary employee issues during probationary periodperiod

New hires are productive in shorter period New hires are productive in shorter period (3-4 months)(3-4 months)

Higher employee satisfaction ratings than Higher employee satisfaction ratings than peer groupspeer groups


Benefits – Case Assistance Benefits – Case Assistance

Improved first contact closure rates Improved first contact closure rates 232%232%

Higher case closure productivity by Tier Higher case closure productivity by Tier 1 staff 1 staff 27%27%

Fewer cases escalated Fewer cases escalated 33%33% Tier 1/frontline staff learn by exposureTier 1/frontline staff learn by exposure Real time identification of knowledge Real time identification of knowledge

deficit trendsdeficit trends Employee’s individual development Employee’s individual development

plans can be customized to meet their plans can be customized to meet their educational needseducational needs

QuestionQuestion&&

AnswerAnswer


Documents

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