Automating and Systemizing How You Accept New Cases

Presented By: Ken LaVan President, CaseGhost®

President, LaVan & Neidenberg, P.A.

Intake Agent

Attorney

Agent with attorney review

High level staff members

Systemized screening method

Alternative concept

Training

o Time consuming and boring

Turnover

o High absence and turnover rates

Quality

o Not listening properly on all the calls

o Not following procedures

o Human error in data entry

• Lag time

o Calling leads back

o Completing intakes

• Manual intakes lead to

o Errors

o Varied productivity

o Inconsistent decisions

Lead comes in

through phone call.

Lead captured in

database.

Lead transferred to

automatic dialer.

Agent takes lead call. Agent collects information and

enters it into the Intake

Wizard.

Case is evaluated.

Residency

Financial status

Age

Medical history

Work history

Certain answers to these

questions will be flagged

for denial in an

automated system,

saving agents time by

automatically flagging

unqualified leads.

1. SSD eligibility

2. Other practice areas

3. Case rating (quality)

4. Additional information

The automated decision making system removes agent bias from approving or denying a case’s viability. The system uses the qualifying questions as black and white “points” for or against the case’s approval.

Automatic, Uniform E-Training Courses & Modules

o Every staff member gets

trained on the same information.

o Staff works through training

at their own pace.

o More staff passes training

with this method.