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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
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

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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