Contact Center Consulting Solutions

1
Contact Center Consulting Solutions

• Executive Vision Development
• Ease of Access Assessment
• Go Live Implementation
• Results Reporting
• Performance Review
• Contact Center Survival
• Customized Consulting to Meet Your Specific Needs

2
Executive Vision Development

• On-site vision development workshop which
  provides context for why ease of access is a
  critical strategic opportunity
• Review of emerging technologies that improve
  productivity example citation of proven
  results from ease of access solutions across the
  U.S.
• A team process will facilitate a draft vision,
  guiding principles, critical outcome requirements
  (with standards and indicators) measurable
  objectives to achieve outcomes.
• Management will receive a written follow up
  report detailing each of the above with
  recommended actions to actualize the vision.

Outcome Example
Outcome Example
3
Executive Vision Development Outcome Example
1HealthLine Systems Consulting Group

• Organization Community Hospital in Southeast
• Challenge Strengthen the bottom line
• Solution Consolidate multiple access functions
  into a central communication hub
• Outcome
• Net contribution over 4 million in Year two
• Recurring incremental net contribution

4
Executive Vision Development Outcome Example
2HealthLine Systems Consulting Group

• Organization Mid sized Hospital in Midwest
• Challenge Increase outpatient procedures
  scheduled
• Solution Consolidate scheduling function into
  central communication hub
• Outcome
• Documented an 18 increase in outpatient
  procedures over approximately 12 months

5
Ease of Access Assessment

• Identify ideal outcome requirements conduct
  interviews with physicians a consumer focus
  group to understand their respective priorities
  in doing business together
• Conduct an operational assessment of up to four
  key access portals
• Conduct a technology assessment of the four
  access portal areas including telephony,
  Network/Telecommunications, desktop
  hardware/software, desktop patient applications
• Compile a written report including
  recommendations, projected FTE cost savings an
  action plan to achieve the savings and implement
  systems

Outcome Example
Outcome Example
Outcome Example
6
Ease of Access Assessment Outcome Example
1HealthLine Systems Consulting Group

• Organization Hospital in Northeastern US
• Challenge Improve cash flow by reducing days in
  accounts receivable
• Solution Integrate scheduling with the contact
  center
• Outcomes
• Within 90 days, the number of days in accounts
  receivable was reduced by 7 days
• Cash flow increased by 500k for the quarter for
  an annualized cash flow improvement of 2 million

7
Ease of Access Assessment Outcome Example
2HealthLine Systems Consulting Group

• Organization Regional Health System in South
• Challenge Increase market share
• Solution Tailor plan for ease of access
• New VP Patient Access responsible to coordinate
  all customer touch points
• Physician referral
• After Hours Triage
• Integrated patient Scheduling single call for
  diagnostic testing, single call for patient
  placement
• Internet Americas Doctor.com physician chats,
  web-based physician answering service

8
Ease of Access Assessment Outcome Example
2HealthLine Systems Consulting Group

• Solution, continued
• Switchboard/contact center consolidation
• Automation to decrease abandoned calls (IVR)
• Disease management diabetes, asthma, urology
• Primary care and chronic care clinics
• Call backs ER level 1 and 2 ambulatory surgery
• Patient routing during flu season
• In process wayfinding and signage, access cards

9
Ease of Access Assessment Outcome Example
2HealthLine Systems Consulting Group

• Outcome
• Market share up 5.3 percentage points in 12
  months
• Our Medical Center experienced a 5.3 percentage
  point increase in market share with 12 months of
  incorporating (the recommended) access strategy
  into our overall strategic plan.
• Market share is up and patient days are up. Our
  senior leaders now believe that a strategy for
  access is not optional.
• --Vice President, Patient Access

10
Ease of Access Outcome Example 3HealthLine
Systems Consulting Group

• Organization Nationally known Payer Network
• Challenge Increase subscriber satisfaction with
  appointment scheduling
• Solution Centralized appointment scheduling
• Outcome
• Subscriber satisfaction jumped from 67 satisfied
  or very satisfied to 99 satisfied or very
  satisfied over twelve months 32 increase in
  satisfaction!

11
Ease of Access Outcome Example 3HealthLine
Systems Consulting Group

• Organization Nationally known Payer Network
• Challenge Reduce cost
• Solution Technology IVR, CTI, Intelligent call
  routing, call blending, predictive dialing, and
  workforce management software
• Outcomes
• Cost per call decreased by 55
• Agent productivity increased by 33
• First call resolution increased by 30
• Subscriber perceived service quality increased by
  37

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Ease of Access Outcome Example 4HealthLine
Systems Consulting Group

• Organization Large multi specialty physician
  group practice in Northeast
• Challenge Reduce cost
• Solution Consolidate appointment scheduling
  function
• Outcome
• Experienced a 40 reduction in FTEs for
  substantial, ongoing cost savings
• 1.6 to 2.5 million cost savings projected over 5
  years (projected)

13
Ease of Access Outcome Example 5HealthLine
Systems Consulting Group

• Organization Regional Eastern Health System
• Challenge Reduce cost through more appropriate
  utilization of care
• Solution Comprehensive approach for consumer
  access to health information and personal
  wellness planning
• Outcome
• For each 1 invested, the enterprise saved 5.50
  due to less costly utilization of care

14
Go Live Implementation

• A tailored implementation action plan including
  specific actions, accountabilities, and timelines
  for operations, clinical leadership, physician
  leadership, IT, finance, and marketing
• Experienced coaching support during the
  implementation process
• Sample position descriptions, policies,
  procedures
• Staffing plan budget
• A format and process for reporting results

Outcome Example
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Go Live Implementation Outcome
ExampleHealthLine Systems Consulting Group

• Organization Regional Network in Southeast
• Challenge Proactive move to catapult ahead of
  competitors market share increase
• Solution Opened access center including
• Central communication hub/contact center
• ER, Womens, Cardiology, Seniors, Childrens
• Physician and physician-to-physician referral
• Facilitating tertiary patient transfer
• Currently planning switchboard integration
• Currently planning centralized registration and
  scheduling integration

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Go Live Implementation Outcome
ExampleHealthLine Systems Consulting Group

• Outcomes Quarter 1
• Covered start up costs in 43 days
• 2.3 million in incremental direct gross revenue
• volume of contacts 228 of previous physician
  referral program volume
• Outcomes Quarter 2
• 8.5 million in incremental direct gross revenue
• 684k net contribution (in 180 days!)

17
Results Reporting

• Executive briefing to provide context for the
  ease of access strategic opportunity to
  identify executive outcome requirements specific
  to client organization
• Create tailored format for results reporting
  based on executive outcome requirements
• Tailor an executive report card and net
  contribution statement
• Confirm key assumptions with finance champion
• Identify sources of data assign accountability
  for accessing it
• Detail sequence of the results reporting process
  identifying individual accountabilities target
  dates by action step.
• Finalize in tailored, written document.

18
Performance Review

• Facilitate an executive briefing to provide
  context for ease of access as a critical
  strategic opportunity and to identify ideal
  outcome requirements
• Conduct a strategic operational audit of the
  contact center to identify functions which best
  align with outcome requirements, those which can
  be minimized or discontinued, new functions
  which should be added
• Identify access portals for potential
  consolidation, detail recommendations, project
  the range of potential financial opportunity,
  complete an action plan

Outcome Example
19
Contact Center Survival Solution

• Executive briefing with senior management to
  achieve clarity on how the contact center will
  support critical driving priorities and potential
  functional consolidation opportunities
• An analysis of functional consolidation
  opportunities
• An estimate of corresponding cost reduction
  potential
• A specific plan of action to consolidate
  functions reduce cost

Outcome Example
20
Contact Center Survival Solution Performance
Review Outcome ExampleHealthLine Systems
Consulting Group

• Organization Large Regional Medical Center
• Challenge Reduce expenses
• Solution Plan for after hours triage charge
  recovery
• Outcome
• Identified savings of gt500,000
• Thanks. You helped us plug a half million
  dollar leak in our boat! -- CEO

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Tailored/Custom Solutions

• HLS can tailor custom solutions for a wide
  variety of situations, including but not limited
  to partnering to complete and present the first
  results report activating ease of access
  implementation contact center web interface
  strategies and technical consulting contact
  center integration technical consulting
  physician to physician referral communications
  solutions and custom programming.

Outcome Example
Outcome Example
22
Customized Consulting Outcome Example
1HealthLine Systems Consulting Group

• Organization Genera Health Clinic
• Challenge Increase the number of referrals from
  regional referring physicians to faculty
  specialists
• Solution Quantify lost revenue from previously
  referring physicians address system, process,
  culture, and technology structured referring
  physician VIP program

23
Customized Consulting Outcome Example
1HealthLine Systems Consulting Group

• Outcome
• Within 12 months, 52 re-referred
• Captured millions of incremental dollars
• Avg. number of referrals in the first year of
  physicians joining the program was 2.17 second
  year the same group increased their referrals to
  4 patients per physician
• Figures climbed every year thereafter

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Customized Consulting Outcome Example 2
HealthLine Systems Consulting Group

• Organization Six hospital network in southeast
• Challenge Reduce expenses
• Solution Consolidate duplicative access
  functions
• Outcome
• 17.9 fewer FTEs
• 456k in permanent cost reduction