On Demand Miscellaneous
Work Order Tracking, Implementations, Billing
What is Node used for?
The process involves working very closely with the client to learn the process they want done and to make sure that Patra employees can access the client’s software systems to complete the process.
What is an implementation?
Review, update and analyze monthly billing reports and deliver to clients. Follow up on account receivables.
What is invoicing/billing?
Details of customer reported errors that are sent to the Customer Service Help Desk, Customerservice@patracorp.com.
What are External Error Reports?
Established in 2015 with the mission of providing assistance and support to children of active duty military families.
What is Patra Proud?
How we analyze, get or give feedback, communicate efficiently with the India teams or client to come to a resolution for a problem. Investigate, Create an action plan and monitor.
What are the main troubleshooting steps?
Pre-Implementation, Implementation, Training, Go Live
What are the Implementation phases?
Meetings with teams, monitor staffing changes, analyze and resolve production issues, train offshore teams .
What is managing offshore teams?
This data is useful to analyze if the team is meeting the turnaround times for the service.
What is an SLA Report?
Patra’s processing experts and consultants address an organization’s specific workload needs to improve efficiency, increase productivity and grow top-line revenue.
What is On Demand?
Responsible for contacting existing clients about login issues, password resets, & outages.
What is Netops?
Reduce the time of training, Increase the transfer of skills back to the process, Provide ongoing support for the process at hand.
What is the purpose of a Job Aid?
Involvement in service implementations, regular check-in calls, expand and cross- sell services.
What is managing client relationships?
This report will show the average times of all clients for a specific service.
What is an Average Handling Time Report (AHT)?
Patra’s managed service model is a flexible, powerful tool to manage or grow small accounts, whether they’re P&C, benefits or personal.
What is Patra Select?
Scheduled operational recaps presented to client executives. They contain information on production, quality, cost, milestones, objectives, and corporate updates. Client Consultant, Sales Representative & Management are involved.
What are Stewardships?
This ensures the process is correct and makes it easier to determine what is new information or original instruction, once the process begins.
What is the purpose of sending the job aid to the client?
Gather and analyze data, create action plan, execute service improvements and efficiencies, monitor average handling and turnaround times, update Job Aids and Workflows, troubleshoot errors/issues.
What is Managing Processes?
This report is useful to analyze which tasks the teams are tracking billable/non-billable hours in.
What is a Time by Task report?
End-to-end solutions that leverage omni-channel contact center technology to manage the life cycle of the insurance customer experience, regardless of channel.
What is Patra Direct?
Formalized processes for checking-in with India teams on a regularly scheduled basis and providing a platform that will encourage the sharing of subjective feedback. A risk management approach & methodology to managing issues and concerns.
What is a Service Review?
It describes how the process or service will flow from beginning to end. It describes the series of activities or steps that are necessary to complete the task or work order.
What is a workflow?
Agenda, Meet the team, including Sales Representative and Solution Consultant, Corporate Update slides, Service Overview-Production, quality details, SLA by service, Accomplishments/milestones, Goals/Next steps.
What are the standard contents of a stewardship?
Methodology that helps people answer the question of why problems occur.
What is Root Cause Analysis?
Blockchain-protected secure document management platforms to advanced API integrations that connect disparate systems.
What is Patra Cloud?