automating and systematizing how you accept new cases
Post on 21-Aug-2015
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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.
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.
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