to 8 p.m. est
CSC 1, 2, 3
What we are working on:
Internet (dynamic document management)
ERAS
ORC
Customer Need: Treat me courteously
How we meet the need today:
Focus on Top Block service from all positions in the company
MAGIC
Nice ? launched in Affinity and Dallas
Chair side coaching
Training
What we are working on:
Full roll out of NICE nationally
Nice coaching and call calibration initiatives
Coaching tools
Modularized training modules
Revamp the life of the file calls to better meet the individual needs of the customer
Customer Need: Be responsive to my needs ? Anticipate my needs
Today:
Team based delivery
Hotline to resource teams
Formalized escalation process
Elimination of non-value added work (template elimination)
Coaching
CMS
Metrics
Focus on top block service for all employees
Tomorrow:
Adjusted productivity model to better reflect the actual work performed
Revamp the life of the file calls
Increased functionality in the internet
-Customizable time line with tasking
24 by 7 systems availability
Customer Need: Meet your commitments ? Accurate and timely information
Today:
Internet (policy and status)
Supplier alliances and network management
Service pacts
Data integrity
Tomorrow:
ORC
Dashboards
Customized time line with tasking
Supplier linkages to our systems
Status screens
Fulfillment center
Customer need: Do it right the first time
Today:
Data integrity
File audits
Network management
Service pacts
Tomorrow:
Significant reductions in rework through
Data integrity improvements (online auth, data feeds for auth, email auths)
Policy online
Improved systems (Atlas, mainframe, status screens)
blag great blag blo moji poop look poop poop poop poop poop poop poop poop poop poop poop
-Affinity ? expanded hours of operation
Hotline support by the resource teams 8 a... displayed 300 characters
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to 8 p.m. est
CSC 1, 2, 3
What we are working on:
Internet (dynamic document management)
ERAS
ORC
Customer Need: Treat me courteously
How we meet the need today:
Focus on Top Block service from all positions in the company
MAGIC
Nice ? launched in Affinity and Dallas
Chair side coaching
Training
What we are working on:
Full roll out of NICE nationally
Nice coaching and call calibration initiatives
Coaching tools
Modularized training modules
Revamp the life of the file calls to better meet the individual needs of the customer
Customer Need: Be responsive to my needs ? Anticipate my needs
Today:
Team based delivery
Hotline to resource teams
Formalized escalation process
Elimination of non-value added work (template elimination)
Coaching
CMS
Metrics
Focus on top block service for all employees
Tomorrow:
Adjusted productivity model to better reflect the actual work performed
Revamp the life of the file calls
Increased functionality in the internet
-Customizable time line with tasking
24 by 7 systems availability
Customer Need: Meet your commitments ? Accurate and timely information
Today:
Internet (policy and status)
Supplier alliances and network management
Service pacts
Data integrity
Tomorrow:
ORC
Dashboards
Customized time line with tasking
Supplier linkages to our systems
Status screens
Fulfillment center
Customer need: Do it right the first time
Today:
Data integrity
File audits
Network management
Service pacts
Tomorrow:
Significant reductions in rework through
Data integrity improvements (online auth, data feeds for auth, email auths)
Policy online
Improved systems (Atlas, mainframe, status screens)
blag great blag blo moji poop look poop poop poop poop poop poop poop poop poop poop poop
-Affinity ? expanded hours of operation
Hotline support by the resource teams 8 a... displayed 300 characters
