Customer service representatives did not fully educate members on the best use of home delivery and failed to offer to contact member doctors in order to obtain new prescriptions. The CSRs assigned this work to new members, causing great dissatisfaction. Plan variations and vast details for customer service reps to remember, hindered improvement. A number of customizations and nuances created difficulty in providing complete, accurate information. The leadership team stalled due to the high cost of tool development and believed the ROI too low. Additionally leaders doubted that the checklist increased handle time.

Suggested developing a system-supported checklist to review the six points of home delivery to clients. The tool generated a list of discussion items based on the member’s plan design. Convened a small pilot team to use a mockup of the automated checklist and conducted time studies to prove the reduction in handle time and improvement in providing accurate, comprehensive information.

As a result, in the first quarter, the team experienced a 30-second handle time reduction and 0.5% first call resolution improvement.