today, few college health service centers have implemented ......dr. lawrence neinstein , md former...

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Implementation and Results of a Multi-Modal Contact Center in a College Health Facility

Improving Service to Students and Colleagues

June 3, 2016

Engemann Student Health CenterUniversity of Southern California

University Park Campus

Nicholas RondonCommunications & Special Projects Coordinator

Interim Contact Center Manager

Today, few college health service centers have implemented a true

contact center and where there has been effort, it functions primarily as a simple call center answering calls for

limited areas.

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The purpose of this presentation is to enable the learner to understand the

objectives, logistics, measurable service levels, and benefits of implementing a

formal service approach in your health center.

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What is a contact center?

A contact center is made of a group of trained individuals who receive contact

of all types (phone, email, faxes, live chat, in-person) related to their skill

sets to answer in an accurate, consistent, and timely manner.

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What We Will Cover

• Reasons for a Contact Center in a College Health Environment

• Implementing the Components of a Contact Center

• Results and Lessons Learned

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REASONS FOR A CONTACT CENTER IN A COLLEGE HEALTH ENVIRONMENT

How do we improve the quality of health services offered to students?

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“It’s a whole new world. The need and expectation for services on campus have increased.”Dr. Lawrence Neinstein, MDformer Executive Director, USC Engemann Student Health Center and Assistant Provost for Student Health and Wellness

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Reasons for a Contact Center at USC

• Improve Accessibility and Focus on Face to Face

Interactions

• Manage Peak Seasons & Deadlines

• Maintain Consistency of Response/Process

• Create Opportunities for Response to Feedback7

Improve Accessibility & Focus on Face to Face Service

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Improve Accessibility & Focus on Face to Face Service

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Manage Peak Seasons & Deadlines

• Overwhelmed Staff

• Difficulties Forecasting/Quantifying

• Voicemail Boxes Full

• New Student/Parent First Impression10

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Maintain Consistency of Response/Process

• Different Information

• Informal Processes

• No Industry Standards

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Create Opportunities for Response to Feedback

• Phone Data Not Available

• Inability to Change When “Putting Out Fires”

• Knowledge Sharing Limited

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IMPLEMENTING THE COMPONENTS OF A CONTACT CENTER

What do we need to improve communication to students?

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“I sat in one too many meetings with complaints about the phones.”Catherine DeFrancescoformer Senior Associate Administrator

Engemann Student Health Center at USC

o Opened January 2013o 43,000+ square feet of space

specifically for student serviceso 90,000 + appointments annuallyo Serves 35k UG & G studentso 175 clinical & admin staffo Multiple Services housed in single

location:o Acute Careo Primary Careo Specialty Careo Mental Health/Student

Counselingo Immunization Clinico Wellness/Health Promotiono Student Health Insuranceo Laboratory/Radiology 14

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Components of a Contact Center

• Character/Identity

• Knowledge

• Technology

• Staff

• Innovation15

Character: Defining the Department

A contact center is made of a group of trained individuals who receive contact of all types (phone, email, live chat, in-person) related to their skill sets to

answer in an accurate, consistent, and timely manner.

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Character: Defining the Department

The contact center is a place which provides excellent service to students.

We are not just a call center.

We are a service team.17

Knowledge: Information Gathering

Learn processes & procedures of each department and create a skill by understanding reasoning behind

Translate processes into a service with language students and parents understand

Document gathered information into database for symmetry of information

Train your team in a formal environment and have training continue throughout the year

Update as policies and procedures (HealthCenter/University/State/Federa l changes) 18

Learn

Translate

Document

Train

Update

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Knowledge: Documentation

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Knowledge: Documentation (cont.)

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Knowledge: Documentation (cont.)

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Technology: Call Flow

• A call flow is a systematic tool which allows a caller to automatically direct themselves through all the services of a business and to the area they want to go.

• Main menu address top points of service reasons for call

• Allow for navigation (repeat and return)• Think how the student thinks 22

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USC ITS limited resources:• Programming Phone Hours

of Operations• Routing After Hours

Nursing• Routing After Hours

Counselors• More than 95 VDNs

Professional Services:• Analytical Review of

Current Processes• Technical System

Recommendations• Customized Business Model• Full Development of Call

Flow• Ongoing Support

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Routed 6 Phone Numbers to 1

Menu

Is clinic open?Is today a holiday?

Announcements:• Greeting• Reading of

Menu Items

Menu & Routing Options Based on User Selection

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Sub-Menu for Medical Services

“Think Like a Student”Provide Same Options in Different Menus(i.e. Immunization)

Staff: Hiring and Training

• Train Existing Staff or Hire New Team?

• Cross-Trained with Several Skillsets

• Customer Service Oriented

• Problem Solvers26

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Innovation: Reporting and Improvement

• Reporting Key Performance Indicators (KPI’s)

• Respond Where Student Needs Exist

• Understanding Health Center Capabilities

• Flexibility Within Department to Adapt27

Live Reporting

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This report shows me the status of each member of my team and their current activity:• Kirsten is on lunch• Scott is available to take a call• Alan is dealing with a challenging

waiver denial call

This Skill Comparison Report shows the current days’ data per skill that is answered in the contact center as well as a couple outside the center we’ve been asked to watch• ACD Calls = Total calls

answered for the day with in that skill

• Aban. Calls = Total calls abandoned for the day with that skill

• Avg. ACD Time = Average time to answer skill per call

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Historical Data

Implementation Timeline

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April 2012 Director of Contact Center Hired

January 2013 Contact Center Begins Operations in New Engemann Student Health Center with 3 Coordinators (2 FT) with Appointment/General Inquiry Skills

May 2013 2 FT & 1 PT Service Coordinators & Immunization/Insurance Phone Skills Added

January 2014 General Email Skill Added

June 2014 Insurance and Immunization Email Skills Added

December 2014 Added 1 FT Service Coordinator to Meet Business Demands

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RESULTS AND LESSONS LEARNEDHow do we evaluate our services and continue to make improvements?

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Results and Lessons Learned

• Contributions to Process Improvements

• Documented Historical Contact Data

• Cost Analysis and Return on Investment

• Student Feedback

• ACHA Recognition

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Contributions to Process Improvements

• No “voicemail jail” or long-winded messages

• More First Contact Resolutions

• Improved Messaging for Marketing Material

• Immunization Compliance

• Health Insurance Waivers

• Go-To Area for Change Management 33

Documented Historical Contact Data

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Key Performance Indicators (KPIs)

Cost Analysis and Return on Investment

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Student FeedbackJanuary

2014February

2015October

2015

Service coordinator was knowledgeable and understood my appointment concerns

89% Agree or Strongly Agree



Satisfied with overall service received with service coordinator




Person who answered phone was very friendly and professional




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ACHA Recognition

2015 Best Practices in College Health AwardAdministration and Consumer Services Category

University of Southern CaliforniaEngemann Student Health Services

Contact Center38

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Q & A

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Nick RondonCommunications/Special Projects CoordinatorActing Contact Center ManagerEngemann Student Health CenterUniversity of Southern California(213) [email protected]

today, few college health service centers have implemented ......dr. lawrence neinstein , md former...

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