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.
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
Proposal turn around time
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
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