Weekly updates for June 17th including: - Overall stats for June 5-11 showing a weekly total of 2,638 calls with an average wait time of 5.08 minutes, exceeding the Greenlight goal of 25% incoming calls at 27.4%. - Reminder of a Saturday meeting on June 18th at 9AM EST to join from computer, tablet or smartphone. - Reminders for colleagues taking breaks over 15 minutes to communicate with their team and use suggested break times from previous updates as a guide.

1. Weekly Updates
June 17, 2016
Weekly Stats
Overall Stats – June 5-11, 2016
Weekly total 2,638 (+1)
Average wait 5.08 minutes (-0.34)
Greenlight Goal 25% of incoming call volume, actual 27.4% (+0.15%)
Individual Stats
Reminder of Sat Call
This coming Sat, June 18th
at 9AM EST
Please join my meeting from your computer, tablet or smartphone.

2. Break Reminders
For colleagues with breaks greater than 15 mins, please remember:
 You are entitled to these breaks. Please communicate as a team to ensure
that breaks minimally disrupt our workflow.
 Use the suggested break times listed in the previous week’s updates as a
general guide, however due to the dynamic nature of the ConsultQ, you
may not be able to always take your 30 min break as suggested.
 15 vs. 30 min breaks don’t have to be taken in the same order each day.
Life happens and you may need to change the order at times.
 Set Qalerts at 15 mins while away from desk.
Spotlight On….
Sierra Smith, Senior Account Manager
Role: Current Title: Senior Hospice Account Manager; Sierra
is an integral part of the ProCare operations team at PHC
based in Gainesville, GA, and has been with the company for almost
6 years. She has worked throughout the company gaining substantial knowledge
beginning with ProCare on our PBM department. Sierra then moved to our
Hospice department and has also worked with our QA department, as well as
Conditions of Participations, and has managed many special projects. She has a
thorough knowledge and experience with all of the ProCare HospiceCare
applications and processes. As an Account Manager, Sierra is dedicated to working
with her clients toward meeting their targeted goals. Working together with the
client as a partnership, she will use them to build a secure, tightly managed plan
focused on the client’s specific needs. Sierra believes that sustaining a professional
relationship and providing personalized assistance is essential when matching
clients with the appropriate Hospice plan services and benefits. She understands
that each of her clients are in different stages of business, and as a result Sierra
will continuously work with them to review achievements against their stated
goals. She recognizes the importance of finding a tailored resolution for each of
her client’s issues, and has proven the efficacy of her time efficient responses.
Sierra is also a long time member of ProCare's Health and Wellness committee and
well as the Customer Service committee.

3. Biography: Sierra Smith is not only just a long time employee at ProCare Rx, but
she also models for University of North Georgia, and directs marketing and design
for a flooring company, Floorsmith. Sierra is a volunteer and member of the
Georgia Chess Association, National Chess Association, American Heart and Stroke
Association, and several other organizations. Prior to her employment with
ProCare Sierra used to swim with University of Georgia, and had plans to try out
for the Olympics. She has lived in several different places, her favorite being St.
Thomas, V.I. One day she would like to travel the world. In addition, Sierra loves
to work on cars; in fact, she has built/modified just about every car she has ever
owned. Currently she is driving a 2014 Hyundai Genesis Coupe 2.0T R-Spec, and
yes, it has several modifications. Sierra is undeniably not your typical office job
type of person. One may consider her as a venturing risk taker; she has skydived,
parasailed, zip lined from the top of the Stratosphere Tower in Las Vegas, swam in
a pool full of sharks, cliff dived, surfed, fished for sharks, scuba-dived, and
raced/drifted in several public car events. Among other things, Sierra is extremely
artistic; she can do anything from drawing, painting, tattoos, string art, sculpting,
photography, hair styling, aerialist, contortionist, architecture, and agricultural
art! Lastly, out of everything else in the world, Sierra’s absolute favorite thing to
do is to spend time with her two little dogs, Bernie and Bells. She is an animal lover
and will even rescue wild animals that are in need. On an ending note, Sierra would
like to share a personal quote to our clinical pharmacist team “You know all of
those things you’ve always wanted to do?” “You should go do them.” “Life is too
short, and tomorrow is not guaranteed. Do what makes you happy, be with those
that make you smile, and love the time you have been graciously gifted.”
To read more on Sierra Smith, please feel free to visit her LinkedIn page at:
https://www.linkedin.com/in/sierra-smith-21313660