Healthify is a New York-based software company that helps health plans and health systems coordinate and manage social needs of their population.
Their mission is to create the infrastructure that will help vulnerable populations access the social services to help them thrive by resolving unmet social needs such as work assistance, food insecurity and housing instability.
Approach:
- Four agents to begin program
- Utilize web search and outbound phone calls to accurately collect and record data for partner provided resources
- Tag information accurately in accordance with partner guidelines
- Estimated contacts plus edits
- AHT including talk and pre-call work is estimated at 10 minutes
- Use preview dialer to enhance productivity
- 4.5 contacts including edits per hour per agent at a utilization rate of 75%, or approximately 720 contacts plus edits per 5-day work week
- One Team Supervisor
- Team Supervisor to agent ratios are staffed as 1:12
- Work with Quality Assurance Team to review sample of completed contacts for accuracy and quality objectives
- Mentor and coach agents on a regular basis to improve data collection efforts and quality
- Ongoing process automation
- Automate process - notifying contacts to renew and update data via app.
- Transition to providing live chat in the app to support updating of information.
- Agents review data collected for accuracy and quality
- Make outbound calls to those who did not respond to renewal notice
- QA samples completed contacts for accuracy and quality, partnering with Team Supervisors to coach and mentor agents as needed
Results:
Working as a partner to the Healthify, The Connection® not only exceeded the estimated average contacts per hour, but also reduced organizational costs as a direct result of the talent acquisition process, approach, efficiencies and ongoing management.
