CONTACT CENTER ORG
% of Time an Agent follows the schedule
Agent Adherence
* PeXA
Patient Experience Accelerator
* Insurance policy record
Coverage
* Type of Analysis the that reviews current scheduling rules
Protocol Analysis
* Name 3 fields used in PeXA for HIPAA Verification
First Name, Last Name, Date of Birth, Address, Last 4 SSN
What is Erlang C?
Industry Standard Staffing Model
* PHI
Protected Health Information
* Formal termination of a patient relationship with a physician (or practice)
Dismissal
* Type of Analysis that inventories existing appointment types
Visit Type Analysis
* Real-time, Near Real-time, or Batch: Patient Referrals
Real-time
What is the standard rate of attrition in call centers?
30% (up to 35% in healthcare)
WFM
Workforce Management
* Procedural request for the patient (i.e. Lab Test, Imaging)
Order
Source System of Provider Scheduling Templates
Electronic Health Record (EHR)
Real-time, Near Real-time, or Batch: Patient Create
Near Real-Time
Name 2 metrics are used to analyze contact center success
AHT, Adherence, Call Volume, Call Resolution
ASA
Average Speed to Answer
SQL Database that houses Epic data refreshed nightly
Clarity
Name 2 Clinical Content Deliverables built into the CRM
Call Scripts, Booking Guidelines, Messaging Templates
How long did Dr. Lesley Levine practice OBGYN at Kaiser Permanente?
35 Years
Name 2 attributes that indicate a successful call center from a patient perspective
Consistency, Engagement and Empathy, Quick Speed to Answer, Did the Patient Get What they Need?
HIM
Health Information Management
The international standard used to transfer and share data between various healthcare providers
Health Level 7 (HL7)
What did PPAST stand for at BSMH?
Provider Practice Access Support Team
Name 1 absurd BSMH Protocol
No more than 2 siblings back to back, only accepting Cincinnati Ballerina New Patients