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SWIM IN YOUR LANE: a Staffing Plan For Access Centers
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SWIM IN YOUR LANE: a staffing plan for access centers

Presented by 

Elaine Purdy M. Ed and MBA
Access Manager
Vanderbilt University Medical Center
Franklin, TN

Bryce Sillyman M.H.A.
Vanderbilt University Medical Center

An access center is the front door to medical practices. A centralized operation provides cost savings, but when agents are required to obtain complex decision making skills in order to service specialty and primary care practice providers, the task can be overwhelming.

In this session, we present methods of data analysis for forecasting staffing demands and routing calls using a team approach. Teams are set up for specific practices and agents are assigned to these teams based on precise statistical analysis with set parameters for quality. Staff are assigned to "lanes" and swim in these lanes each day with individually established breaks, lunches and work assignments.

This approach can provide optimal staffing plans, consistent call coverage, and both employee and customer satisfaction. We present our experiences in converting an established call center into one that utilizes a staffing plan based on lanes and one that has experienced sucess in improving their performance metrics in both abandoned call rate and average speed to answer.

*NAHAM membership is not required to view webinars, but you must be logged onto the NAHAM website to access the online store.

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