5. Proprietary
5
Bogota PCS, NPS ASH
Weekly Report Report date: March 10th, 2020
Findings Action Plan
Last week a total of 4 detractors were reviewed and the following
opportunities were found:
- Communication Skills: One rep struggled while advising a caller
how the processing of claims take place in the ASH system,
however his attempt was not very successful since the provider
could not quite understand the reason the claim rejected for.
- Hold Protocol: One representative spent more than a fair time in
hold while doing a proper research and sending a claim back for
reprocessing without refreshing the caller.
- Automatized service: The CSRs followed all the necessary steps to
solve the caller’s concern, yet no connection was created during
the conversation far from the professional one in order to avoid a
robotic experience for the provider..
Representatives made a good job advising the callers about the
benefits being requested in both calls, yet they were unable to sound
spontaneous and make a connection with the provider to make it
different from the usual automated system they hear through the AVA.
0
1
2
Communication Skills
Hold ProtocolAutomatized service
PCS/NPS Detractors
