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Washington Coalition on Medicaid Outreach (WCOMO ) Meeting September 2014

Washington Coalition on Medicaid Outreach (WCOMO ) Meeting September 2014. Don Albright Associate Director of Call Center Operations. Call Center Operational Overview. Preparing for Enrollment Capacity Planning Assumptions Staffing Planning Facilities Planning What actually happened

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Washington Coalition on Medicaid Outreach (WCOMO ) Meeting September 2014

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  1. Washington Coalition on Medicaid Outreach (WCOMO) MeetingSeptember 2014 Don Albright Associate Director of Call Center Operations

  2. Call Center Operational Overview Preparing for Enrollment • Capacity Planning Assumptions • Staffing Planning • Facilities Planning • What actually happened • Lessons learned • Differences to expect in November

  3. The Original Staffing Plan Spokane Call Center • Staffed 80 full time Customer Service Representatives • Capacity to handle 2,000 – 2,500 calls per day • Included work unrelated to the phones (e.g., e-mails, time off, meetings, training, etc.) • Time off Overflow Call Center • Trained part time Customer Service Representatives • 60 Customer Service Representatives trained and ready to use by October 1st if call capacity is reached in Spokane

  4. Assumptions 7 minute average talk time 7 Minute Average Talk Time

  5. Capacity Planning

  6. Contingency Plans • Design of the Interactive Voice Response (IVR) allows us to separate the less complex calls from the rest. • Allows training to be broken down to train new staff focused only on the less complex calls. • Have the ability to rapidly deploy new staff if there was an immediate need.

  7. Original Staffing and Facilities Martinsville VA 60 Part Time CSRs Overflow Calls Spokane WA 80 Full Time CSRs

  8. What Actually Happened Consumers contacting the Exchange

  9. What Actually Happened

  10. Expanded Staffing and Facilities Martinsville VA 100 CSRs Hampton VA 100 CSRs Orlando FL 115 CSRs Overflow Calls Spokane WA 200 CSRS

  11. Open Enrollment Totals 10/1 – 3/31

  12. Open Enrollment Monthly Breakdown

  13. Lessons Learned • Consider possibility of system issues that would drive more people to the call center • Create contingency plans to include extra high volume scenarios • Consider a larger facility with growth space • Over estimate the amount of question calls • Build out network

  14. Differences to Expect in November • Reduce talk times • Ensure there are enough circuits • Offer call back on all calls • Train ramp up staff on all work queues

  15. Questions ?

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