UCHealth’s Patient Line, a contact center that provides centralized, innovative, industry-leading patient access services for patients across the UCHealth system, has experienced positive results with a new remote training program developed in collaboration with Hummingbird Healthcare.
The remote training program’s primary goal was to create a cost-effective, direct-to-remote onboarding process for agents, addressing the challenge of limited in-person training space. This shift has allowed UCHealth to hire and onboard employees directly to remote positions.
Karen Trotter, director of operations for Patient Line, shared, ”We have reduced onboarding time and realized cost savings by getting agents from new hire to taking calls independently more quickly.” For primary care agents, the training program reduced the time for agents to be able to independently take calls by 8 days, which amounts to 64 working hours per agent.
A boost in agent confidence has been one of the most significant benefits of the remote training program. Karen noted it has reduced attrition rates during the agents’ transition from training to taking live calls.
The training program also positively impacted retention, further contributing to cost savings. The trailing 12-month turnover rate improved 16 percent in a year.
The integration of CallMiner, a conversational intelligence software, into the remote training program yielded impressive results, too. Not only has onboarding time decreased, but the success rate of agents meeting performance metrics by the end of the onboarding period increased an estimated 60%.
Additionally, by incorporating Amplifire, an adaptive learning platform, into the training approach, they achieved increased efficiency and effectiveness of training and were able to provide data on areas where learners need reinforcement. This support and coaching customization further enhanced training program effectiveness, ensuring that agents are well-prepared for their roles. It also helped operations be aware of knowledge gaps to proactively support agents’ needs.
The remote agent training program was delivered through uPerform, UCHealth’s just-in-time learning platform for initial and ongoing healthcare IT education. Through role-based Learning Pathways, agents accessed real-life practice scenarios, simulations, and other essential training resources in a seamless and personalized learning experience.
Karen is enthusiastic about the project, saying, “The expansion of data and tools around training and agent success gives us as leaders so much insight into how to structure training and help agents be successful.”
Overall, this innovative approach has positioned UCHealth’s Patient Line for continued improvements and success in providing excellent patient experience.
