Management Tools
Empower collaboration as the team members raise queries in-app, bypassing manager delays. A learning bot swiftly handles generic questions, fueling productivity, teamwork, and efficiency.
Improved Team Collaboration
Enable collaboration with in-app queries, bypassing manager delays and promoting seamless teamwork.
Swiftly address generic questions through a learning bot, enhancing productivity and efficiency.
In-app queries and a responsive learning bot for accelerated efficiency, enhanced teamwork.
Training Management
Utilize InsightPro outlier detection to identify training needs based on quality and productivity analysis for seasoned teams as well as trainee ramp-up training.
Empower supervisors with targeted improvement alerts and adaptable training plans supported by machine learning for enhanced training outcomes.
Identify candidates needing extra training using advanced outlier detection.
Improvement alerts for supervisors powered by machine learning for adaptive ramp-up plans.
Dynamic plans adjust timing to enhance training effectiveness with continuous benchmarks.
In-depth analytics evaluate trainee performance before and after training.
Team Productivity
Our pre-built productivity resources allow you to delve into specific criteria such as date ranges, users, and devices, allowing for the facilitation of rapid trend identification and actionable insights.
Track daily productive vs. unproductive time breakdowns.
Examine productivity trends over weeks, months, and years.
Ensure consistent working hours alignment for dispersed teams.
Utilize trend insights to optimize staffing and tasks for operational efficiency.
View Call Highlights
This tool provides insights into call trends, common issues, and opportunities for process improvement by leveraging reporting and analytics. It can also be used to provide documentation and support resources to help new users understand how to interpret and act upon...
Training Need Analysis
Advanced outlier detection is used to pinpoint training gaps and identify candidates requiring additional training. Because it is powered by machine learning, our tool also provides dynamic ramp-up plans that can be adapted on a weekly/monthly basis for continuous...
Real-time Query Resolution / SME Support
This tool provides human-like interactions, creating a more engaging and personalized user experience. It also seamlessly integrates tribal knowledge and subject matter expertise so that queries are addressed with the highest accuracy and precision possible. Using our...
Member Landing Page
This landing page includes member demographic information, eligibility/claims/billing information and call history information. With everything in one place, CSRs are equipped to promptly and effectively answer member queries, ensuring a positive experience for...
HIPAA Verification
This is a fundamental step in ensuring that health-related information is accessed and shared only with authorized individuals, so your organization can remain in compliance with HIPAA and prevent unnecessary errors. With our tool, the privacy and data security of...
General Notes / ACW Notes
If specific tasks or actions need to be taken after the call, CSRs can mention these in the ACW notes during the call and use the ACW checklist to track post-call tasks that need completing. This easy-to-access feature ensures that important information is recorded...
Call Reason
CSRs are prompted to select the appropriate call reason when they initiate or receive a call by selecting from a list of dynamic call reasons based on whether the caller is a member or provider. Call handling procedures and workflows can then be improved based on...
Target Management
Our data-driven precision provides customized efficiency and tailored productivity goals to optimize resource-specific targets and enhance operational effectiveness.
Real-time Query Resolution / SME Support
This dynamic assistant combines natural language-based AI with Machine Learning to provide prompt answers, replicating human conversational patterns to engage users naturally. By pairing its extensive knowledge base with a collaborative approach with human subject...
Training Need Analysis
Our dynamic ramp-up plans adapt weekly or monthly, enhancing training effectiveness with ongoing benchmark updates. Using these in-depth analytics to assess trainee performance pre and post-training, users are provided with valuable insights for data-driven evaluation...
Block User
Users can fine-tune this threshold to align with specific quality control standards, ensuring that claims with excessive errors are intercepted for rectification before further processing. This ensures data accuracy, quality, and proactive error management, ultimately...
Real-time Error Feedback
Using automatic notifications and real-time feedback mechanisms, precision and accuracy are amplified throughout the auditing process like never before. The data collected through this real-time feedback is then analyzed to identify trends and patterns in error...
Query Resolution / SME Support
Using a multi-level query resolution, immediate assistance is provided in order to handle inquiries quickly and reduce the workload of human experts. If these first-level inquiries cannot be resolved, they are swiftly handed off to the Subject Matter Experts. This...
Training Need Analysis
By adopting this data-driven strategy, training programs are precisely aligned with existing skill gaps, resulting in a heightened competitive advantage and a more strategic enhancement of individual and team competencies.