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Wow presentation

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Wow presentation

  1. 1. Positive Reinforcement in the Workplace A G C T T G C T G C G G G C A G A A T C A T C 01 0 011 1 1 0 0 1 01 001011 0 1 0 0 01 01 110 0 0 0 1 00 1 0 1 11 T C G C T 0 0 1 1 1 0 0 1 0 0 0 0 1 1 0 0 1 0 0 1 0 A A G T A C T G C G A A C T C G A T C G G A C C G T T C A A Medco’s WOW Program Kelly Kozik 10/09/2010
  2. 2. What is WOW ?  A movement focused on building trusting relationships by delivering platinum level service through each and every process, generating pleasant member surprises, and increasing the level of satisfaction for our members and internal & external customers. G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 2
  3. 3. WOW Culture “Medco’s WOW culture was built on the foundation of genuinely recognizing and thanking employees for the important things they do on an everyday basis as well as times where they go above and beyond”. Mark Proulx, Chief of Operations G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 3
  4. 4. Culture change  Beginnings  Terminology  Fun  Sr Leadership involvement  Performance mgmt / Operations strategy  Measuring success G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 4
  5. 5. WoW / Above and Beyond Criteria Nomination Categories: Escalating items within the scope of the SOP’s that have been routinely missed Acts outside of SOP’s that affect patient lives. Job Improvement ideas that are feasible. Maintenance proposals that saves $, energy, resources, or enhance production. Quality issues outside of the scope of your SOP’s, before the error reaches the patient. Correcting a safety issue. Good citizenship G C T G Other © 2010 Medco Health Solutions, Inc. All rights reserved. C A G A C C T 5
  6. 6. Award Levels In addition to any awards, Above and Beyond nominations may qualify for, all nominations will receive recognition. >1st – 5th WOW Award – White Belt >6th – 10th WOW Award – Yellow Belt >11th -15th WOW Award – Orange Belt >16th – 20th WOW Award – Green Belt >21st – 30th WOW Award – Brown Belt >31st WOW Award – Black Belt G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 6
  7. 7. This WOW Award is given to James Wilson For creating a WOW experience for our members John Ford, Director of Operations Cal Wasdyke, VP/GM G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 7
  8. 8. The center wall provides a canvas to display significant WOW performances such as member compliment letters. G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 8
  9. 9. Monitor will display the „WOW Profiles‟ of Medco employees that have created a WOW experience. G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 9
  10. 10. Chad Jones Position: Customer Service Representative Employee Since: July Daniel S. Consistent WOW employees will be honored by having their name “etched in stone” and added to a brick on the wall. G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 10
  11. 11. Dublin, OH G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 11
  12. 12. Willingboro, NJ G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 12
  13. 13. G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 13
  14. 14. Fairfield, OH G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 14
  15. 15. Spokane, WA G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 15
  16. 16. Irving, TX G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 16
  17. 17. Tampa, FL G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 17
  18. 18. Memphis, TN G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 18
  19. 19. Las Vegas, NV G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 19
  20. 20. Operations Strategy GOAL Sustained profitability through a commitment to member advocacy, which delivers superior healthcare, service, and economic outcomes. WOW Operational Culture Excellence Closing the Physician Gaps in Advocacy HealthCare Recognize – Reinforce - Reward G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 20
  21. 21. Measuring Success  11,000 nominations  Pulse / EE survey results  Safety  CSR results  Production  QIOs G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 21
  22. 22. G C T G C A G A T © 2010 Medco Health Solutions, Inc. All rights reserved. C C 22

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