Navigation Links
Kaiser Permanente's Appointment and Advice Call Center Improves Employee Coaching and Development Activities
Date:5/7/2008

Merced Performance Suite Deployment Expanded to Standardize and Improve

Coaching Process

REDWOOD SHORES, Calif., May 7 /PRNewswire/ -- Kaiser Permanente, the largest nonprofit health care provider in the United States, announced today that it has expanded its performance management initiative to standardize and improve its internal employee coaching processes in its Northern California Appointment and Advice Call Centers (AACC) in order to deliver continued increases in member satisfaction.

Kaiser Permanente's AACC, which has been using Merced Performance Suite since 2006 to deliver critical performance data to the front line, including personalized reports and dashboards, will now utilize Merced Performance Suite's integrated workflow to standardize, track, evaluate and improve employee coaching practices between Supervisors and Agents. Merced Performance Suite will supply Supervisors with the tools and resources critical to quickly identifying and addressing individual employees' needs through specific coaching opportunities. As a result Supervisors can more easily improve an Agent's performance, and subsequently further increase member satisfaction.

"We've been impressed with the impact we've seen to date from our Merced Performance Suite deployment, so we're excited to expand our performance management initiative with Merced Systems," said Susan Minahen, Director of Operations for the Appointment and Advice Call Centers in the Bay Area. "Improving our coaching tools and processes will allow us to successfully execute on our business goals and will ultimately lead to significant gains in member and employee satisfaction, revenue and productivity."

"Employee coaching and development is a critical initiative in any call center, having wide ranging impact -- from lowered operating costs to improved customer satisfaction," said Dean Thomas, vice president of professional services for Merced Systems. "We are pleased to be providing Kaiser Permanente with the tools and resources they need to be successful."

About Merced Systems

Merced Systems is the leading provider of customer operations performance management systems, including enterprise class analytics, personalized dashboards, workflow and data integration. Merced Systems' award winning products serve customers in a variety of different industries including Banking, Brokerage, Insurance, Consumer Credit, Telecommunications, Healthcare, Digital Media, and Consumer Goods. Merced Systems is based in Redwood Shores, CA. For more information on Merced Systems, please visit http://www.mercedsystems.com.


'/>"/>
SOURCE Merced Systems
Copyright©2008 PR Newswire.
All rights reserved

Related medicine news :

1. Kaiser Foundation Health Plan and Hospitals Reports First Quarter 2008 Financial Results
2. mtvU & Kaiser Family Foundation Launch POSorNOT.com to Challenge Stigma, Fight Spread of HIV/AIDS
3. Kaiser Permanente study finds diabetes doubling before motherhood
4. Inter-Con Security Officers to Launch Strikes at Kaiser Hospitals Across California
5. Trenita Ward Named Vice President, California Member Service Call Centers for Kaiser Permanente
6. Two Million People Using Kaiser Permanentes Personal Health Record
7. Gregory A. Adams Named Northern California Region President of Kaiser Foundation Health Plan and Hospitals
8. Kaiser Permanente Study Shows That a Larger Abdomen in Midlife Increases Risk of Dementia
9. Kevin Richardson Named Vice President, Sales, National & Multi-State Business for Kaiser Permanente
10. Kaiser Permanente Team Builds Prosthetic Hands for Charity
11. Kaiser Permanente Study Shows One-Third of Women Have Overactive Bladder, Incontinence or Other Pelvic Floor Disorders
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:12/6/2016)... ... 06, 2016 , ... The Behavioral Health Center of Excellence ... organization as a top behavioral service provider in the country. The award celebrates ... satisfaction and qualifications, and consumer satisfaction. These areas are measured via a wide-ranging ...
(Date:12/6/2016)... Cary, NC (PRWEB) , ... December 06, 2016 ... ... cancer research charity, is thrilled to formally announce its Not a Moment to ... Moment to Lose will rally supporters dedicated to declaring victory over cancer. The ...
(Date:12/6/2016)... ... December 06, 2016 , ... ... is now offering HIAC particle counting and sizing services for USP 788 and ... instituted the new service as a response to the needs of pharmaceutical and ...
(Date:12/6/2016)... ... 06, 2016 , ... METTLER TOLEDO has launched its online ... white papers, guides, handbooks, case studies, magazines, webinars, videos, catalogs, brochures, datasheets, user ... documents, webinars and videos available online, visit the METTLER TOLEDO Expertise Library ...
(Date:12/6/2016)... ... December 06, 2016 , ... ... 25th, when SevenPoint2 released the much-anticipated HydroFX for Water®. This first-of-its-kind water-soluble ... Featuring one of the world’s most powerful antioxidants, molecular hydrogen, HydroFX for ...
Breaking Medicine News(10 mins):
(Date:12/5/2016)... 2016  Balloon catheter is an innovative medical device ... the femoral artery in the leg or sometimes into ... blood vessels. These products are generally used to prevent ... of lipid substances in the blood vessel. In terms ... to expand at a CAGR of 3.8% during the ...
(Date:12/5/2016)... Kingdom , Dec. 5, 2016   Mallinckrodt ... global specialty pharmaceutical company, today announced that it received ... Corporate Equality Index (CEI), a national benchmarking survey and ... gay, bisexual and transgender (LGBT) workplace equality, administered by ... ranks of 517 major U.S. businesses which also earned ...
(Date:12/5/2016)...  Parallax Health Sciences, Inc. ("Parallax" or the "Company") ... pharmaceutical business, RoxSan Pharmacy, Inc. has received a license ... of the 42 states it is currently licensed to ... Pharm . D, Pharmacist in Charge at RoxSan Pharmacy, ... Medicare B spending last year came to roughly $170 ...
Breaking Medicine Technology: