Case Study - Choosing Measurements
After the CCI is completed, the next step in the process is to associate specific measurements with each point
of customer contact or interaction. It is important to point out here while going through the process of
developing specific measurements is that:
What can be measured, can be managed.
What can be managed can be leveraged.
And
That which get measured, gets done.
That which get measured and rewarded, get done again.
Measures Based on the Cycle of Customer Interaction
Points of Customer Contact:
-
Repeat, Referral, Sales Calls - Advertising
# of referrals, from whom, value of referral
# of sales calls per week - % first time appts.
# inquiries from advertising per week
-
Client Needs Assessment
Average time for sales call
Average Value of each proposal
Key issues ranking
-
Present Proposal
Proposal turn around time
Conversion rate
Reasons for Refusal
Post Refusal conversion rate
-
Account - work flow consultation
Average time spent with client staff orientation
Average # of statements per month
# of Insurance carriers involved
Average time from consultation to pick-up initial work papers
-
Work Papers picked up
% On-time pick up rate
-
Review Work Papers - gather addl. info.
# of changes made to original documents
% of complete billings
# of contacts with client to finalize work papers/ batch
-
Process billing with Insurance companies
% of billing processed within 72 hours of pick-up
# of statements processed per staff
Average time spent processing a statement per client and per staff member
-
Send Summary Billing Report to client - Track Billings
% of billings accepted without change
% of billings rejected broken down per reason
Average turnaround on billings per insurance company
-
Collections
Time from billing acceptance to receipt of payments
A/R days on billings not covered by insurance - paid by patient
-
Distribute Payments to clients
Payment turnaround time
-
Quarterly Quality Review - Nurturing Calls
Quality Rating - customer satisfaction
|
