Know Your Metrics

Sentiment

100

What is the QVC Sentiment score for a $200 payout?

5.0

200

What is a Positive way to state a PA is denied?

It looks like that PA was received and the team is needing additional clinical information in order for it to be approved.

It looks like the PA was received and we need to see if there are alternatives to use outside of this medication.

300

What are 3 ways to add value for sentiment?

• Use Sentiment Words- “May I, Please, Thank you, Yes Sir/Ma’am”
• Your Tone Sets the Call- Be happy and willing to assist, avoid being transactional
• Positive Language- What CAN you do for the member
• Empathetic Excellence/Customer First Mindset- “I can definitely understand how this could be frustrating.  Let me see how I can resolve this.”
• Concise Resolution- What do we need to say with as few word as possible
• Active Listening- No cross talk, take notes, pay attention
• Be aware of non-talk- Take the member through the journey with you and say what you are working on

FCR

100

What does FCR3 mean?

First Call Resolution - mbr not calling back within 3 days of this call.

200

Are only authenticated call counted for FCR?

yes, only fully authenticated calls count towards FCR

300

What is the baseline percentage to pay out for FCR?

86%

Adherence

100

What are 3 things that effect Adherence?

staying on time for Breaks, coming back from lunch on time, not putting in exceptions

200

What is the company goal or best practice for Adherence?

92%

300

Who has control of Adherence?

The agent!

DC link

100

What ways can the DC link be sent?

by cell phone or by email

200

What percentage is the DC link goal?

75%

300

What is the  script to be said when sending a DC link by text?

By consenting to receive this one-time SMS message from Optum, you agree/understand that text messaging is not a secure method of communication and carries some risk of being read by a third party. Message and data rates may apply.

Surveys

100

When do members say they want to take a survey?

Mbrs decide before they ever take receive an agent if they want to do the survey

200

What 5 Metrics do surveys effect?

VOC, NPS, Sat, Res and sentiment

300

What is one question that is asked on the survey?

How likely are you to recommend others to us?

How satisfied are you with the service that you just received?

How satisfied are you that your questions were answered?

Was the information you were given easy to understand?