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:9/19/2017)... ... September 19, 2017 , ... When it comes to household ... deserve clear instructions on how to keep babies and toddlers safe, and there's no ... Safety Month. , Great Time to Check Labels, Brands that sell all kinds of ...
(Date:9/19/2017)... ... September 19, 2017 , ... With Netmail ... contractors in the United States, can easily manage all of their data, apply ... on premise platforms simultaneously. “As a construction company,” says Ryan Sinnwell, the Infrastructure ...
(Date:9/18/2017)... (PRWEB) , ... September 18, 2017 , ... A September ... University in Belfast indicating that aspirin, one of the world’s most common and least ... teeth. Los Angeles area dentist Dr. Farzad Feiz of California Dental Group and Calabasas ...
(Date:9/18/2017)... ... ... Allegheny Health Network’s (AHN) string of standout showings at the Pittsburgh Business Times’ ... honors than any health care provider in the region at the annual event. ... William Penn Hotel in downtown Pittsburgh included:, , George J. ...
(Date:9/18/2017)... ... September 18, 2017 , ... Healthpointe is proud ... Southern California. Patients with chronic back pain, neck pain, muscle spasms, and/or tenderness ... department. , Each of Healthpointe’s eleven offices now has a licensed chiropractor that ...
Breaking Medicine News(10 mins):
(Date:9/6/2017)... Sept. 6, 2017  Medical professionals are ... skills while treating their patients. Medical simulations ... without involving patients. Simulation provides a safe ... carry out procedures, refine techniques and build ... of new technology, such as augmented reality, ...
(Date:9/5/2017)... KEYSTONE, Colo. , Sept. 5, 2017 ... their XR-29 DoseCheck solution. Scannerside DoseCheck is a third-party ... update existing CT scanners and allows compliance with current ... The Sapheneia-Scannerside proprietary XR 29 DoseCheck solution is specifically ... notifications and alerts of potential radiation doses over a ...
(Date:9/5/2017)... , Sept. 5, 2017 Oramed Pharmaceuticals Inc. ... ), a clinical-stage pharmaceutical company focused on the development ... has successfully concluded its meeting with the U.S. Food ... oral insulin formulation. ... the regulatory pathway for submission of ORMD-0801, would be ...
Breaking Medicine Technology: