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:10/13/2017)... ... October 13, 2017 , ... ProVest ... the greater Dallas, Miami, and Raleigh regions, is organizing an extended charity drive ... rare and deadly chromosome abnormality. , After struggling since birth with several health ...
(Date:10/13/2017)... ... October 13, 2017 , ... ... process to promote standards of excellence for the field of eating disorders, announces ... 22 – 25, 2018 in Orlando, Florida at the Omni Resort at ChampionsGate. ...
(Date:10/13/2017)... (PRWEB) , ... October 13, 2017 , ... Many families ... However, many long-term care insurance companies have a waiver for care if the client ... elimination period, when the family pays for care, is often waived, so the benefits ...
(Date:10/13/2017)... ... , ... Talented host, actor Rob Lowe, is introducing a ... episode of "Success Files," which is an award-winning educational program broadcasted on PBS ... in-depth with passion and integrity. , Sciatica occurs when the sciatic nerve in ...
(Date:10/12/2017)... ... October 12, 2017 , ... CitiDent ... sleep apnea using cutting-edge Oventus O2Vent technology. As many as 18 million ... by frequent cessation in breathing. Oral appliances can offer significant relief to about ...
Breaking Medicine News(10 mins):
(Date:10/2/2017)... 2, 2017  Eli Lilly and Company (NYSE: ... the third quarter of 2017 on Tuesday, October 24, ... that day with the investment community and media to ... conference call will begin at 9 a.m. Eastern time. ... live webcast of the conference call through a link ...
(Date:9/28/2017)... -- Cohen Veterans Bioscience and Early Signal Foundation announce ... home sensors for real-time monitoring of patients with trauma-related ... organization focused on disruptive health solutions for rare disorders ... to record and integrate behavioral, cognitive, physiological and contextual ... ...
(Date:9/23/2017)... , Sept. 22, 2017 Janssen Biotech, Inc. ... response letter from the U.S. Food and Drug Administration ... of sirukumab for the treatment of moderately to severely ... additional clinical data are needed to further evaluate the ... severely active RA. ...
Breaking Medicine Technology: