today, few college health service centers have implemented ......dr. lawrence neinstein , md former...
TRANSCRIPT
6/9/16
1
Implementation and Results of a Multi-Modal Contact Center in a College Health Facility
Improving Service to Students and Colleagues
June 3, 2016
Engemann Student Health CenterUniversity of Southern California
University Park Campus
Nicholas RondonCommunications & Special Projects Coordinator
Interim Contact Center Manager
Today, few college health service centers have implemented a true
contact center and where there has been effort, it functions primarily as a simple call center answering calls for
limited areas.
2
6/9/16
2
The purpose of this presentation is to enable the learner to understand the
objectives, logistics, measurable service levels, and benefits of implementing a
formal service approach in your health center.
3
What is a contact center?
A contact center is made of a group of trained individuals who receive contact
of all types (phone, email, faxes, live chat, in-person) related to their skill
sets to answer in an accurate, consistent, and timely manner.
4
6/9/16
3
What We Will Cover
• Reasons for a Contact Center in a College Health Environment
• Implementing the Components of a Contact Center
• Results and Lessons Learned
5
REASONS FOR A CONTACT CENTER IN A COLLEGE HEALTH ENVIRONMENT
How do we improve the quality of health services offered to students?
6
“It’s a whole new world. The need and expectation for services on campus have increased.”Dr. Lawrence Neinstein, MDformer Executive Director, USC Engemann Student Health Center and Assistant Provost for Student Health and Wellness
6/9/16
4
Reasons for a Contact Center at USC
• Improve Accessibility and Focus on Face to Face
Interactions
• Manage Peak Seasons & Deadlines
• Maintain Consistency of Response/Process
• Create Opportunities for Response to Feedback7
Improve Accessibility & Focus on Face to Face Service
8
6/9/16
5
Improve Accessibility & Focus on Face to Face Service
9
Manage Peak Seasons & Deadlines
• Overwhelmed Staff
• Difficulties Forecasting/Quantifying
• Voicemail Boxes Full
• New Student/Parent First Impression10
6/9/16
6
Maintain Consistency of Response/Process
• Different Information
• Informal Processes
• No Industry Standards
11
Create Opportunities for Response to Feedback
• Phone Data Not Available
• Inability to Change When “Putting Out Fires”
• Knowledge Sharing Limited
12
6/9/16
7
IMPLEMENTING THE COMPONENTS OF A CONTACT CENTER
What do we need to improve communication to students?
13
“I sat in one too many meetings with complaints about the phones.”Catherine DeFrancescoformer Senior Associate Administrator
Engemann Student Health Center at USC
o Opened January 2013o 43,000+ square feet of space
specifically for student serviceso 90,000 + appointments annuallyo Serves 35k UG & G studentso 175 clinical & admin staffo Multiple Services housed in single
location:o Acute Careo Primary Careo Specialty Careo Mental Health/Student
Counselingo Immunization Clinico Wellness/Health Promotiono Student Health Insuranceo Laboratory/Radiology 14
6/9/16
8
Components of a Contact Center
• Character/Identity
• Knowledge
• Technology
• Staff
• Innovation15
Character: Defining the Department
A contact center is made of a group of trained individuals who receive contact of all types (phone, email, live chat, in-person) related to their skill sets to
answer in an accurate, consistent, and timely manner.
16
6/9/16
9
Character: Defining the Department
The contact center is a place which provides excellent service to students.
We are not just a call center.
We are a service team.17
Knowledge: Information Gathering
Learn processes & procedures of each department and create a skill by understanding reasoning behind
Translate processes into a service with language students and parents understand
Document gathered information into database for symmetry of information
Train your team in a formal environment and have training continue throughout the year
Update as policies and procedures (HealthCenter/University/State/Federa l changes) 18
Learn
Translate
Document
Train
Update
6/9/16
10
Knowledge: Documentation
19
Knowledge: Documentation (cont.)
20
6/9/16
11
Knowledge: Documentation (cont.)
21
Technology: Call Flow
• A call flow is a systematic tool which allows a caller to automatically direct themselves through all the services of a business and to the area they want to go.
• Main menu address top points of service reasons for call
• Allow for navigation (repeat and return)• Think how the student thinks 22
6/9/16
12
23
USC ITS limited resources:• Programming Phone Hours
of Operations• Routing After Hours
Nursing• Routing After Hours
Counselors• More than 95 VDNs
Professional Services:• Analytical Review of
Current Processes• Technical System
Recommendations• Customized Business Model• Full Development of Call
Flow• Ongoing Support
24
Routed 6 Phone Numbers to 1
Menu
Is clinic open?Is today a holiday?
Announcements:• Greeting• Reading of
Menu Items
Menu & Routing Options Based on User Selection
6/9/16
13
25
Sub-Menu for Medical Services
“Think Like a Student”Provide Same Options in Different Menus(i.e. Immunization)
Staff: Hiring and Training
• Train Existing Staff or Hire New Team?
• Cross-Trained with Several Skillsets
• Customer Service Oriented
• Problem Solvers26
6/9/16
14
Innovation: Reporting and Improvement
• Reporting Key Performance Indicators (KPI’s)
• Respond Where Student Needs Exist
• Understanding Health Center Capabilities
• Flexibility Within Department to Adapt27
Live Reporting
28
This report shows me the status of each member of my team and their current activity:• Kirsten is on lunch• Scott is available to take a call• Alan is dealing with a challenging
waiver denial call
This Skill Comparison Report shows the current days’ data per skill that is answered in the contact center as well as a couple outside the center we’ve been asked to watch• ACD Calls = Total calls
answered for the day with in that skill
• Aban. Calls = Total calls abandoned for the day with that skill
• Avg. ACD Time = Average time to answer skill per call
6/9/16
15
29
Historical Data
Implementation Timeline
30
April 2012 Director of Contact Center Hired
January 2013 Contact Center Begins Operations in New Engemann Student Health Center with 3 Coordinators (2 FT) with Appointment/General Inquiry Skills
May 2013 2 FT & 1 PT Service Coordinators & Immunization/Insurance Phone Skills Added
January 2014 General Email Skill Added
June 2014 Insurance and Immunization Email Skills Added
December 2014 Added 1 FT Service Coordinator to Meet Business Demands
6/9/16
16
RESULTS AND LESSONS LEARNEDHow do we evaluate our services and continue to make improvements?
31
Results and Lessons Learned
• Contributions to Process Improvements
• Documented Historical Contact Data
• Cost Analysis and Return on Investment
• Student Feedback
• ACHA Recognition
32
6/9/16
17
Contributions to Process Improvements
• No “voicemail jail” or long-winded messages
• More First Contact Resolutions
• Improved Messaging for Marketing Material
• Immunization Compliance
• Health Insurance Waivers
• Go-To Area for Change Management 33
Documented Historical Contact Data
34
6/9/16
18
Key Performance Indicators (KPIs)
Cost Analysis and Return on Investment
36
6/9/16
19
Student FeedbackJanuary
2014February
2015October
2015
Service coordinator was knowledgeable and understood my appointment concerns
89% Agree or Strongly Agree
90% Agree or Strongly Agree
98% Agree or Strongly Agree
Satisfied with overall service received with service coordinator
89% Agree or Strongly Agree
88% Agree or Strongly Agree
98% Agree or Strongly Agree
Person who answered phone was very friendly and professional
93% Agree or Strongly Agree
94% Agree or Strongly Agree
100% Agree or Strongly Agree
37
ACHA Recognition
2015 Best Practices in College Health AwardAdministration and Consumer Services Category
University of Southern CaliforniaEngemann Student Health Services
Contact Center38
6/9/16
20
Q & A
39
Nick RondonCommunications/Special Projects CoordinatorActing Contact Center ManagerEngemann Student Health CenterUniversity of Southern California(213) [email protected]