EMBRACING A VIRTUALWORKFORCE

BRINGING HUMANITYBACK TO AIR TRAVEL

CASE STUDY

JetBlue

VALUES BLUEPRINT

INSPIRINGHUMANITY CARING FUN

SAFETY

INTEGRITY FUN PASSION

PASSIONINTEGRITY

CASE IN POINTDISTRIBUTED WORKFORCE IN HEALTHCARE

CONVENTIONAL CONS(And Why They Are Not…)

No direct supervision of staff

Loss of sense of Team

Cost of telephony

Difficult to train

Managing/maintaining/reporting productivity

Diminished Patient Satisfaction

BEGINNING PROCESSHOW TO GET STARTED

OUTLINE PRACTICES

& PROTOCOLS

TimeManagement

Protocols

Establish Work-From-Home

Policies

Compliance(PCI & HIPAA)

EstablishPerformanceImprovement

Steps

CommunicationProtocols

Re-Education& Continuing

Education

Coaching& Developing

EstablishWork-From-Home

Policies

Clear Expectations

Net Work Requirements

Technical – Trouble Shooting

Time Keeping/ Schedule Adherence

Productivity Expectations

Communication Protocols

Compliance(PCI & HIPAA)

Work Space

Secure Email

Encrypted Communication

Zero Tolerance Behaviors

Tools to monitor Compliance

EstablishPerformanceImprovement

Steps

Performance Requirements to work from home

Execute a Performance Improvement Plan

CommunicationProtocols

How to communicate

When to communicate

Whom to communicate

TimeManagement

Protocols

Extended Availability

Flexible Work SchedulesBreaks & Adherence

Re-Education &Continuing Education

Virtual Class Room

Self Led Education

Ongoing Education

Annual Recertification

Virtual Class Room

Self Led Education

Ongoing Education

Annual Recertification

Coaching &Developing

DEVELOP KPIs(Key Performance Indicators)

Adherence KPI’s Productivity KPI’s Customer Service KPI’s Process KPI’s

MANAGING KPIsDaily | Weekly | Monthly

Dashboards updated Daily

Expectations that dashboards are reviewed daily and coaching/development happens regularly

Data Driven Decisions

MANAGING KPIsDaily | Weekly | Monthly

Tickler Year of Date Month of Date Claims Follow Up Rebills Dropped Net

Kellie V. 2020 May 117 51 168

Kellie V. 2020 June 1,019 104 1,123

Harland H. 2020 May 430 0 430

Harland H. 2020 June 809 2 811

Lucy L 2020 May 514 0 514

Lucy L 2020 June 589 0 589

RPA BOT 2020 May 343 0 343

RPA BOT 2020 June 446 0 446

Karla L 2020 May 331 0 331

Karla L 2020 June 439 0 439

Jessica H. 2020 May 333 1 334

Jessica H. 2020 June 399 0 399

Marrissa M. 2020 May 320 0 320

Marrissa M. 2020 June 371 0 371

Alannah B. 2020 May 29 6 35

Alannah B. 2020 June 145 185 330

Current Balance Aging 0 - 30 Aging 31 - 60 Aging 61 - 90 Aging 91 -120 Aging 121 - 150 Aging 151 - 180 Aging 181+

$666,600 $60,424 $111,213 $73,411 $129,330 $123,789 $122,880 $45,553

$57,099 $39,426 $197 $4,490 $2,888 $911 $4,013 $5,175

$45,067 $3,619 $935 $2,010 $8,008 $9,460 $2,856 $18,178

$23,718 $0 $585 $10 $5,866 $607 $1,417 $15,232

$9,207 $0 $1,694 $100 $300 $300 $2,243 $4,570

$5,985 $0 $0 $240 $973 $16 $402 $4,354

$5,415 $0 $5,415 $0 $0 $0 $0 $0

$3,201 $761 $594 $125 $327 $25 $0 $1,369

$2,011 $0 $1,896 $115 $0 $0 $0 $0

$0 $0 $0 $0 $0 $0 $0 $0

($2,930) $0 ($111) ($1,272) ($458) ($232) ($121) ($736)

$815,373 $104,230 $122,418 $79,229 $147,234 $134,876 $133,690 $93,696

HIRING & TRAININGMANAGERS

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FUTURE BEHAVIOR

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•PeoplePix® Interview Process

Competencies

(Abilities)

Values

(Likes/Dislikes)Match

Competencies

Values

CHOOSING THE RIGHT LEADERFOR REMOTE TEAMS

Develop Job Competencies

Build Behavioral Hiring Guides

Train Interviewers

Begin Process

Develop Training Protocol

Social Distancing is a new normal

Technology Advances

Good Business Decisions

Employee Satisfaction

CONCLUSION:THE TIME IS NOW