spotlight on healthcare: evolent healthbrightmetrics.com/.../evolent-case-study-mitel....pdf ·...
TRANSCRIPT
Customer service is not only important in the retail or service industry, but in most trades as well.
The healthcare industry is no exclusion to this. Whether it is explaining the costs of their services to a
patient or simplifying the process of getting Prior Approval for a medication, the objective is to provide
effective, efficient and delightful customer interactions. The insights you can gather from your phone
system data behind the live engagements with your customers are invaluable. The problem most
healthcare systems face is their inability to access and manage all the disparate data. Brightmetrics
makes this data accessible for your Mitel MiVoice Connect (formerly ShoreTel) phone system and/or
contact center.
Brightmetrics delivers these insights to hundreds of healthcare organizations that use Mitel and enable them to:
• Optimize Staffing Levels
• Improve Customer Satisfaction
• Improve Employee Productivity
• Identify Opportunities for Training and Organizational Improvement
Executive Summary
Evolent HealthBrightmetrics Turns Mitel MiVoice Connect Phone Data into Improved Customer Experience
Spotlight on Healthcare:
Before Brightmetrics, Evolent had struggled within the MiVoice Connect native reporting features to
get the perspectives they needed. To provide a better experience, they desperately needed more data
in these specific areas:
• Leadership could not establish performance goals and quality management metrics for their team
members that were tailored to the context of their organization, let alone effectively measure and
trend those metrics.
• The minimal insights related to the customer experience that they could pull together from the
available data took hours to compile into a legible format with any value for distribution. Their UM
Technical Supervisor said:
Evolent Health is committed to aligning strategic partnerships with leading provider organizations in
order to achieve superior clinical and financial results in value-based care at lower costs to patients.
Evolent operates in more than 30 U.S. health care markets, actively managing care across Medicare,
Medicaid, commercial, and self-funded adult and pediatric populations. The largest volume of
customer engagement comes through the utilization management (care management) coordination
department that manages faxed requests for service authorization and staffs the Prior Approval (PA)
Company Information
““There’s a way to track phone metrics in MiVoice
Connect, but it’s nothing near
what Brightmetrics does.””
• The metrics they could come up with for the team to measure effectiveness, efficiency, and gauge
customer experience were not automatically calculated, and required a cumbersome manual
process vulnerable to human error.
The Problem
After a simple setup of Brightmetrics services, Evolent Health immediately realized how convenient
access to their data perspectives had become for all users. They also noticed how flexible
Brightmetrics was when it came to shaping the visualizations and reporting of that data. Brightmetrics
had liberated them from grinding through clunky and inflexible static reports, as well as, the struggle
of bending the data from those reports into useful perspectives through hours of manual calculations.
They finally achieved the democratization of data-driven customer and business insights they’d long
been after. According to their UM Technical Supervisor:
Enter Brightmetrics
Brightmetrics enabled direct line of sight and transparency into employee performance. The services
afforded the capability to easily configure reports and visualizations that allow their leadership team to
conduct trend analysis and easily drill through to specific context around trends. This allowed them to
arrive at realistic performance goal objectives for agents that were the right fit for their business in their
market, like establishing a 95% answer rate, a maximum ring time, and average ring time targets.
As soon as I got access to Brightmetrics, I
wasn’t going to fiddle around with that other
system any more. It just was not user friendly and
a lot of manual entry in order to try to have the
system run a scan on the data that you need.
“
”
The Evolent team found the setup of
Brightmetrics services easy, quick, and
intuitive. They dove into a user-friendly
interface and immediately customized
their reports and dashboards. Sharing
throughout the organization was simple
and unlocked a major key toward their
team delivering significantly improved
results. As stated by their UM Technician
Supervisor:
“Brightmetrics has been a
lifesaver because it’s so user-
friendly. I can set up these
automated reports and get
the constant requests from
management off my plate”
Brightmetrics services immediately delivered the capability to visualize data over periods of time
and correlate peaks and valleys between charts, leading to deeper trend analysis opportunities.
This allowed Evolent Health to employ data-based methodologies to determine the appropriate
metrics, measure the team’s success rate, and identify individuals who required coaching to achieve
departmental goals. According to one supervisor:
How does Brightmetrics Bridge Gaps for Evolent Health?
Prior to Brightmetrics, the department struggled to pull together enough data to determine what a
fair call answer percentage should be and had to settle for manual processes that took away too much
senior resource time and productivity. At best, this costly process afforded them snapshots from a
“rear-view mirror”.
“Getting settled into this role, Brightmetrics
helped me establish the level of expectation to set
with my team and stabilize the performance around
those expectations.”
1. Communicating and Measuring Levels of Expectation
2. Democratized Access and Distribution of Data-Driven Insights
In the era of abundant big data, and specifically the valuable data related to Evolent Health’s customer
experience within their MiVoice Connect system, the challenge is not only how to mine and exploit raw
data for insights, but how to get these perspectives into the right hands at the right time. Brightmetrics
provides dashboard and reporting functions (that you can create from scratch or modify from an array
of system templates) with intuitive ways to save customized parameters and share or schedule delivery
of analytics insights.
The automation, calculations, and ease of
use in Brightmetrics reduces the workload
and stress imposed on senior leadership that
previously struggled to manufacture tactical
and strategic level reporting on customer
experience and operations. Directors and
senior managers were adding up to 12-15%
more hours to their workload with these
manual processes, often done after standard
business hours, robbing them of work/life
balance and risking lower job satisfaction.
Brightmetrics puts the pieces in place to
eliminate room for error while getting the right
info into the right hands, in flexible formats that
don’t require high technical skill to generate or
comprehend. According to their UM Technical
Supervisor:
It can save time. I can
make it where the system
is automatically emailing
me what I need and all I
have to do is analyze the
data on the report.
“
”
3. Enabled Continual Improvement Toward Better Business Outcomes
In addition to enabling transparency and timely feedback to employees that leads to improved
performance, using Brightmetrics has revealed to the Evolent Health team opportunities to cross-train
and expand departments based on specific needs. These insights would be difficult to acquire without
the ability to conduct ongoing trend analysis on regular cadence with minimal effort.
Just being able to target those metrics is
really important because it shows my
team what the expectations are and how
they can do their job successfully.
“
”
With the analysis process fueled by Brightmetrics services, Evolent Health has maximized their
efficiency and manpower while delivering a consistent, improved customer experience! This allowed
teams that had previously been challenged to better meet their service goals and contractual
obligations. The information available in Brightmetrics helped to show those vulnerabilities, as well as
highlight opportunities to proactively manage the organizational resources toward better outcomes.
The supervisor reported:
Final Thoughts
“Brightmetrics plays a key piece in managing
everything as a whole for us.”
Find out how you can leverage Brightmetrics to provide better service to your
patients today.
START YOUR FREE TRIAL
Key Metrics
• Call Answering Percentage
• Answered Non-Answered ACD Calls
• Release Codes
• Release Count
• Outbound Calls
Customer Experience / Satisfaction:
Staffing Optimization / Productivity / Training: