In a world of uncertainty
Today’s leading healthcare organizations are focused on creating new customer experiences that drive purposeful change. Watch these excerpts of Cippy Seidler, Director of the Consumer Care Center at Banner Health, to learn how they’ve reimagined everything from hiring, training, and retention, to how they adjust operations for new processes.
Challenges and opportunities during the COVID-19 pandemic
Seidler shares some of the top challenges and greatest opportunities in their call center, including how they implemented new hiring approaches, refined their tools and technology, and upskilled operators to deliver helpful, knowledgeable, and empathetic experiences during every interaction.
Across the health system we’re reinventing old ways for a new normal.
– Cippy Seidler, Director of the Consumer Care Center at Banner
Establishing new hiring practices
Seidler shares how Banner Health has completely transformed the contact center hiring process. You’ll hear about the concept of ‘hiring for job value’ and how this new strategy helps Banner Health target nontraditional candidates at a time when hiring operators has become a challenge.
Innovating the training program
In this video Seidler discusses how they established and implemented a new, innovative training program in the contact center. This meant rethinking employee safety measures, such as the social distancing of operators. They also revamped their program to include digital side-by-side training and an in-house video learning module.
Prioritizing operator retention and engagement
Hear what Banner Health is doing to retain the best talent. For Seidler, this means more time is spent educating staff about employee development opportunities and perks—everything from their new wellness program and pet insurance to newly structured internal promotion process.
Employee-driven Spok upgrade project
Unlike some organizations that halted projects at the start of the pandemic, the Banner Health team dove in. The first project was an upgrade to their Spok system. According to Seidler this was an employee-driven project designed to drive operator efficiency. It was successful because the staff had full ownership of the rollout. They created the directory layout and provided feedback for updated on-call screens. In turn, this made it easier for operators to do their work.
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