Performance Improvement Plan

• Agent Name

• Conducted on

  Date

• Quality Analyst

• Client

• Please provide a brief explanation of the findings, observations and areas of improvement behind implementing this Process Improvement Plan.

• Objectives of the Process Improvement Plan (PIP)

• PIP Start Date

  Yes

  No

  N/A

• PIP End Date

  Yes

  No

  N/A

What specifically must the individual do to improve their performance to meet expected standards?

• Did the agent validate if the patient is already registered within the system and confirmed the caller is a New Patient / Existing Patient?

  Yes

  No

  N/A

• Was all the patient's information collected and docummented accurately within AdvancedMD? The agent must collect the following data from the patient: full name, DOB, phone number, email address, home address.

  Yes

  No

  N/A

• Was the insurance information collected accurately as instructed by the patient? The agent must collect the following information: insurance provider, subscriber ID number,

  Yes

  No

  N/A

• Was the insurance verification process completed within the interaction?

  Yes

  No

  N/A

Interaction Docummentation

• Did the agent left notes within the patient's EHR in order to documment the interaction accordingly? Notes must include information about diagnosis, what was the interaction about and any other relevant information mentioned by the patient.

  Yes

  No

  N/A

• Did the patient mentioned any specific request within the interacion? If Yes, please elaborate confirm if it was docummented or not within the EHR notes.

  Yes

  No

  N/A

System Navigation & Usage

• Does the agent know how to navigate within the Patient's Dashboard and locate the appropiate notes section?

  Yes

  No

  N/A

• Does the agent demonstrates strong knowledge about how to navigate the scheduling resource within AdvancedMD?

  Yes

  No

  N/A

• From 1 to 5, how would you rate the agent's level of understanding about how to scheudle an appointment and navigate through different tabs within AdvancedMD? Meaning, efficiently navigating within the insurance, demographics, & notes tabs, among others.

  Yes

  No

  N/A

• Was any system issue evidenced during the session? Low system performance, taking too much time to display the information, please elaborate on the findings.

  Yes

  No

  N/A

Observations & Recommendations

• Positive aspects observed during the session

• Areas of improvement with low impact

• Were any critical areas of improvement observed during the call that required immediate attention and were these corrected during the session?

  Yes

  No

  N/A