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1. 2 Clover Monthly Review, 2020

2. 2
Bogota CQ Clover
Monthly Report
Report date: April, 2020
Actions and progress
• Throughout the month of April the weekly scorings have not been in target, yet a positive and steady trend has been witnessed for the last two weeks of the month
• Coaching is being done to every agent after a recurring opportunity is found during an audit, and also every fail discussed in the calibration sessions is taking place within the
following 48 hours of the meeting.
• Multiple calibration sessions with both supervisors, training, management and QA are taking place in order to have every department involved in the auditing experience to get
everyone on the same page while listening to calls and identifying behaviors to work on
• Reminders about most common drivers and how to solve them are being posted in the Slack channels.
4/6/2020 4/13/2020 4/20/2020 4/27/2020 April
Score 87.67% 74.77% 82.94% 81.50% 79.93%
Target 90.00% 90.00% 90.00% 90.00% 90.00%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Call Quality Score April

3. 3
Bogota CQ Clover
Monthly Report
Report date: April, 2020
Findings
• It was witnessed that representatives were mostly failing when properly documenting the interactions in MC because the notes were unclear, incomplete or there were no notes
found in the account.
• At the beginning representatives were not asking the member’s name in order to confirm the account’s information when it came fully validated thru the IVR.
• The closing protocol was not being properly followed (offering further assistance and offering the survey).
• Additional information regarding the member’s plan of benefits was not being advised during the calls (such as member’s responsibility for a service they were inquiring about).
• Some agents struggled at the moment of identifying the actual member’s reason for calling due to the lack of probing and target questions and thus failed to address the caller’s
issue and its resolution.
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Proper
Greet
Offered
Assistance
HIPAA
Verification
CMS Documen. Issue ID Maintain
Control
Hold
Procedures
Dead Air FCR Relayed
Benefits
System
Utilization
Com. Sk. Service
Excellence
Ensured
(Closing)
Proper
Closing
Form Attribute Scoring