Critical Components Of Logisticare s Transportation...

Accurate call intake and technical documenting are critical components of LogistiCare’s transportation management solution. Errors made during the reservation process affect numerous operational functions including provider timeliness and ultimately missed trip occurrences. Call monitoring gauges the success of each agent’s performance and presents coaching opportunities for continuous development. Program Objectives †¢ Establish quality and measurable standards for monitoring calls at each LogistiCare call center in compliance with client call quality metrics. †¢ Provide individual feedback and training support to staff for continuous improvement in targeted performance areas. Detailed Attribute Sheet The designated Quality Manager (QM) staff will develop contract-specific guidelines as noted within the operation’s call script and statement of work (SOW) to develop the Customer Service Representative (CSR) Detailed Attribute Sheet. The attribute sheet indicates all the required steps for managing calls accurately and serves as the roadmap for navigating through the call calibration form. Attribute Sheet Categories †¢ Contract Compliance †¢ Member ID / HIPAA †¢ Technical Skills / LogistiCAD †¢ Customer Service / Phone Etiquette Contract Compliance This section of the Detailed Attribute sheet specifies the contractual mandates of each call as outlined in the agreed SOW. The document is a training resource and mirrors call requirements on the graded observation form. The