Clean Sheet Redesign Call Center Public Assistance
1. Clean Sheet Redesign – Call Center Public Assistance
Hold Time
Message
Welcome
Message
Answer
Questions
Make
Referral
Caller goes
into queue
Standard
Greeting Staff
Caller selects
option
Email
Documents
to scanning
for mailing
End Call
Aux Out
Question
from Caller
Identify and
Report
Findings
Accept
Changes
Re-schedule
Client
Dispute
Offer
Resolution
End Call
Update Case
Schedule
Appointment
“*”by name
End CallNotify Caller
Aux In
Next Call
Update Case
notes
End Call
Prepare
Documents
Send to Scan
End Call
If applicable
Email
Sup/Wkr
Caller calls in
General
Questions
Incoming Call
to Call Center
Case Specific
Questions
2. MonitoringLeanMap
Notice of
Program to
Monitor
Research
Program and
Provider
Record
Questions for
Fiscal Staff
Coordinate
Meeting with
Fiscal Staff
Contract File
Review
Perform
Invoice
Analysis
Address
Questions
with Fiscal
Begin Excel
Charting and
Graphing
Format
Boilerplate
and Exhibits
Format Letter
to Provider
Format
Report and
Basic Info
Review
Report
Compliance
Combine
Analysis and
Report