Workforce Optimization:Making it a Win-Win

CX 17 | May 24th, 2017

Healthcare Industry

Sharing our story

Jason ZawodzinskiSr. Project Manager

Technical Operations

13+ years of healthcare experience; 9 years of contact center experience

Technical Operations for 200+ seat state-of-the-art Communication Center

Project leader for EMR design, implementation, and optimization in multi-hospital health system deployment

Sally LoughrySr. Director

Communication Center

20+ years contact center experience & 6 years healthcare experience

Global contact center leadership and integrated process design across

multiple industries

Passionate about employee engagement, collaboration and driving operational excellence

Rochester Regional Health – Who We Are

BEFORE: Stand-Alone Departments

Functional Areas acted as individual units

Centralized Scheduling – at individual

physician offices/departments

Referral Management – stand-alone group

Nursing/Transitions of Care – nurses made

discharge calls from the floor

Customer Billing – sat with coders & billers

Interpreter Services – at each hospital

Switchboard Operations – at each major

location

BEFORE: Systems & Organizations

Disparate, stand-alone technologies in 20+ Call Centers

Lack of standardization and no coordination

Unacceptable Abandoned Rates and Speed to Answer

Inconsistent reporting and measurement

Agents scheduled by ‘feel’

Decentralized Services

Staffing for fit

BEFORE: Staffing & Forecasting

Difficult accurately forecasting

Disparate reporting & data

No visibility into adherence,

shortages/overages

No ability for Future Forecasting

regarding shortages/overages

and plan accordingly

No ability to track Vacation/

PTO/Unplanned absences in a

centralized manner

BEFORE: Clinical Nursing Support

PRIMARY ISSUES:

Lack of RN Resources to cover

Triage Calls

After Hours RN Triage Support

Difficult to align call type to best

available resources

Wanted to automatically shift

non-clinical (lower cost) calls

from costly resources

BEFORE: Patient Outreach

PRIMARY ISSUES:

Patient outreach wasn’t

always based on staff

availability or call volumes

Lots of manual calls

Higher than desirable # of

patients who forgot about

scheduled appointments

BEFORE: Patient Outreach

OTHER CONSIDERATIONS

State-mandated population management

Primary Care patient

Radiology / Mammography

CHANGEAHEAD

Rochester Regional Health’s Journey

2014 System-wide Strategic Initiative

Patient Navigation & Experience

Co-location of multiple “call centers”

across RGH and colocation of Unity

“call center”

Ongoing integration & merger activity

(alignment of work and people)

GOAL: Serving more of our patient

population through an integrated

technology

Patient Navigation Strategic Vision

Enable patient access to a fully

integrated health care network

Patient focused 24x7 access to care

Inbound & outbound requests

Coordination of Care

Centralization of Services

Optimize process workflows & resources

Disparate, central communication, hub

Disparate Call Centers

Through 2014

Centralized Communication Center2015 – 2016 Transition

Patient Navigation Hub

2017 and beyond

Centralized Patient Communication Center

Dedicated 20,000+ sq. ft. opened Q3 2015 using

PureConnect Cloud

Rochester Regional Communication Center

Staffing – 205 Team Members

Functional Areas

Centralized Scheduling

Referral Management

Nursing/Transitions of Care

Customer Service Billing

Interpreter Services

Switchboard Operations

Over-Arching Data - 2016

3.3 Million Calls

cSat - 93%

ASA – 1 minute 33 sec

Platforms Supported

Care Connect, Cerner, NextGen

IntelliDesk

PureConnect Cloud, Avaya

Operational Support (Workforce Management/Training/Project Management/Analytics

Dedicated Support Structure

Operational Support (Workforce Management/Training/Project Management/Analytics)

Workforce Management

Forecasting Real-time Monitoring Optimal Staff Modeling by

call arrival patterns Dashboard Development

Training

EMR Training Soft Skills Training ININ Training Ultimate Agent Owner Curriculum

Development

Performance Analytics

Build & Administration of ININ & PowerBase

KPI & Report Development

Dashboard Development

Rochester Regional Genesys Timeline

Q3 2015

Q4 2015

Q1 2016

Q2 2016

PureConnect

Cloud Go-Live

- 100% Call

Recording

- After Call

Survey

- Speech

Analytics

- Clinical Go-Live

- Optimizer - Dialer

- Web Chat

AFTER: PureConnect Optimizer Differentiators

Accurate forecasting, typically within 5%

of actual volumes daily

Centralized reporting & data analysis

Real time & schedule adherence visibility

Ability to view staffing shortages/

overages and quickly adjust

Future forecasting on shortages/

overages to plan accordingly

Ability to track Vacation/PTO/Unplanned

absences in a central location

AFTER: Impact on Clinical Nursing Support

The Issue – After Hours RN Triage Support

Assessment of type of calls to best align resources

Shift hours to offset higher % non-clinical calls

The Issue – Lack of RN Resources to cover Day Triage Calls

Clinical Nursing Pilot

Utilizing Forecasting tool(s), created PureConnect-

based call queues and centralized resources

Improved speed-to-answer & Integrated to Office workflow

Clinical Nursing Pilot Success!

Women’s Health – Daytime triage Centralization - The Results

Centralized RN Triage covering 5 offices with limited technology

Immediate benefits

Detailed Statistics!

Streamlined Workflow

Staffing by Volumes

Women’s Center Line ASA AHT

Emergency Workgroup 24 sec 9 min 42 sec

Clinical Callback Workgroup 94 sec 8 min 3 sec

AFTER: Patient Outreach

Serving more of our patient population through an

integrated technology

Dialer & Optimizer Integration

Outreach based on staff availability and call volumes

Targeted Campaigns

State-mandated population management

Primary Care patients

Radiology / Mammography

Patient Outreach Pilot Success!

Appointment Status Count

Patients ‘Dialed’ 3340

Scheduled Future 113

Contact Rate 47%

Live Scheduled Rate 3.4%

The Results

Avoidance of manual calls

(Multiple-week excel process

done in 1 day)

113 patients otherwise forgot

about scheduled for a visit ~

Pilot Phase (4 weeks in)

Big benefits for the patients

we’re able to connect with

The Tools: Optimizer in Action

The Tools: Reporting & Productivity

Employee Satisfaction & Culture

Getting the little things right Lunches & break scheduling through

Optimizer

Staged follow-up Implementation

Multiple interaction types (chat/email)

Lead Floor Support Model

Innovative Onboarding Program

Drastic decrease in ‘negative’

turnover percentage

Lessons Learned

Employee Engagement is key

Stakeholder Involvement &

Senior Leadership Buy-In

Right-sized support team

Real-time Monitoring Focus

Constant communication

Defined processed and

escalation paths

What’s Next?... The Possibilities!

Economies of Scale - Continued

centralization of scheduling

Back Office Process Automation -

Co-location of bed coordination

with clinical team

Expansion of Dialer & Outreach -

Co-location of care management

Resource Management -

Centralization of Daytime Nurse

Triage

Workforce Management Best Practices Michele FisherProduct Line Manager

• Keep your WFM Knowledge Current

• Know which new features are available

• Industry best practices

• Build in regular training and refresher modules

• Participate in user groups/forums/events• Society for Workforce Planning Professionals (SWPP)

• Contact Center Expo

• Workforce Planning & People Analytics

WFM Best Practices

• Evaluate existing business processes and methodologies

• Eliminate antiquated business processes that no longer serve the organization

• Modify existing processes to better leverage your WFM investment

WFM Best Practices

• Look beyond traditional inbound/single-skill deployments

• Consider back office

• Multi-skilling

• Outbound agents

WFM Best Practices

• Leverage routing engine and routing strategies

• Skills based routing vs queues

• Routing and adherence

• Reduce need for manual skill changes

WFM Best Practices

• Ensure your employees are engaged

• Align your team so they are doing the work they prefer

• Build career development growth paths and allow employees to track/monitor their progress

• Offer continuous learning and training

WFM Best Practices

• Don’t underestimate the need for end-user training

• Different User Interface

• New ways of doing innate tasks

WFM Best Practices

One Final Story

White paper – available on the mobile app

“Evolving from Workforce Optimization Tactics to Employee Engagement Strategies”

NEXT STEP IN YOUR JOURNEY

Webinar, June 21, 2017

“Are Your People Really Empowered to be the CEO of the Customer Journey?”

NEXT STEP IN YOUR JOURNEY

Stop by WFO Booth!

Now until 6pm tonight

• <Insert PIC of booth>