KPIS/Quality
The amount of time you are in orange - the goal is less than 2% of the day
What is ACW?
Do not use the answering machine disposition
What is Provider Satisfaction?
"Call back Wednesday at 1 pm."
Callback
The percentage of calls that had you speaking to the correct person and ended in a completed survey
What is RPC (right party contacts)
Attempt to convert 1 time
What is a hard refusal?
Respondent changes their answer for a question and you have already moved on to a new screen
What is "jump"?
Hangs up after question 12
What is partial complete?
You will treat each answer choice as individual questions
What is a multimark question?
Goal is 80% or better
What is utilization?
Designed to inform the respondent of the nature of an upcoming question or series of questions, to define a word, or to describe what is being asked for in the question.
What is a transitional statement?
Robo call
What is answering machine?
Transitioning from the introduction to the first question of the survey without pausing
The percentage of time the agent was connected to a call that was not placed on hold
What is talk%?
Questions are designed to capture members experience with behavioral health services they are being provided by their health plan
What is ECHO?
4 examples of non final dispos
What is busy, partial complete, not available and callback etc?
If language line is available to use do not use this dispo
What is Language Barrier?
On a scorecard if you fail this category, it's an automatic zero
What is Data and disposition accuracy?
1 project that allows you to use the language line
What is Denver health and Healthfirst?
"I cannot do the survey at the moment."
What is not available?
When a no call no show occurs- Termination will occur on this no call no show
What is the 3rd no call no show?