0      0

2020 Financial, Operations Management / IT (FOM/IT) Virtual Conference


ITuB2 - Call Centers in the Time of COVID…and Beyond


Oct 20, 2020 1:30pm ‐ Oct 20, 2020 2:30pm

Description

Operating a call center that fields nearly half a million phone calls each year typically requires innovative strategies to support employee recruitment, retention and satisfaction; IT infrastructure; and metric measurement. Then, COVID-19 hit. Erie Family Health Centers was forced to quickly and dramatically transform its entire model of care – and Patient Access Operations along with it. More than 70 employees were transitioned to work from home within the span of two weeks. Training programs were revamped to ensure teams were ready to support rapidly evolving models of care, including the rapid launch of telehealth visits and 7-day-a-week care. This session will discuss the sustainability of potential advantages of many of the adaptations that Erie, and other community health centers, made to the way our Patient Access Centers operate. We will focus on the potential benefits for employee recruitment that a work-from-home model may offer. We’ll look at the important metrics that are necessary to measure to sustain the health of your call center during a time of crisis and beyond. And we will explore the adjustments to employee training that allow organizations to be more agile, more responsive to change, and more empathetic to employees' needs and wants.

Learning Objectives:
  • Understand the necessary components to develop a sustainable work-from-home option for call center and potentially Referrals employees
  • Understand the metrics necessary to measure when on site or remotely to ensure quality and quantity metrics are maintained.
  • Develop a model that can be used for innovative recruitment opportunities and retention

Speaker(s):

  • Kellie Medious, Senior Director of Patient Access Operations and DEI Officer, Erie Family Health Centers

You must be logged in and own this session in order to post comments.

Print Certificate
Completed on: token-completed_on
Print Transcript
Please select the appropriate credit type:
/
test_id: 
credits: 
completed on: 
rendered in: 
* - Indicates answer is required.
token-content

token-speaker-name
token-index
token-content
token-index
token-content
token-index
token-content
token-index
token-content
token-index
token-content
token-index
token-content
/
/
token-index
token-content
token-index
token-content