June Voting - Process Improvement Forum - Approval Submissions
Name: 


  1. The below requests were recommended for Approval. You are required to vote on each entry based on a scale of 1 to 5 with 5 being the best or highly recommended for approval. Please include comments supporting the ranking.


  1. Adherance, after call work, etc information available

    It would be highly beneficial if employees could be able to access their average adherance, after call work, QA score average, and handle time percentages whenever they wanted on impact 360 instead of having to wait until their 1 on 1. This would allow the colleague to be able to personally improve in an area where it is needed, if applicable.


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  1. IM Access

    I feel may be beneficial is if everyone had IM as this would cut back calls on the assist line and may help with the CSR and EX communication. It would possibly reduce return telephone calls as often times the reason for reaching out to the EX is for something simple and if an EX is able to just IM an SCR with that information rather than having to call them then it could reduce RTC and help us to assist callers better and more efficiently.
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  1. Time Stamp in JURIS

    Having a time stamp in JURIS notes like those found in TAMS notes would be helpful when determining how long ago something was done on the claim. This is especially helpful when determining how long ago a fax was sent or a call was made out to the EE.
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  1. Update claim capture with best contact number

    In claim capture, we ask the caller for best contact and we input this information, however in the claim, Juris or TAMS, EX still calls a home number that is listed, but it's not what we input for best contact.


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  1. TAMS Update – Add the SR’s contact info in TAMS

    In Juris when you click on the EX information the SR’s information is listed, but in tams2 there information is not available. The SCR needs to go into outlook and find out who the SR is if they have an escalated call or then need to copy a SR in on an email.
    We would like for the SR name and contact number to added just like in Juris.
    Thank you

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  1. Change the NO_REPLY@SEDGWICK email adress - Voice Your Ideas feedback 

    Fix/change the NO_REPLY@SEDGWICK email address on correspondence sent from JURIS/TAMS… the claimants actually CAN reply to this email, but the format of the 'from' email generated by Claims from JURIS/TAMS routinely causes an inbound call to the NCC. A change of email address and a message in the email text indicating that the claimant CAN repsond to this email address would resolve the issue (something such as CLAIMS_INFO@SEDGWICK).
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  1. increase lockout time for Juris 

    Juris locks every agent out in aproximately 15 minutes, requiring to enter a password everytime. Increasing the lockout time will facilitate the greeting/verification process letting agents focus on the caller/client instead of entering their passwords every time. This will be helpfull espcially for agents who have multiple Juris open.
    thank you
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  1. IVR options for MD

    It would be nice to have separate options on the IVR for doctors to call in so they don't have to go through prompts they can't answer about the EE. The only way they can currently get around the prompts is to hit the option for a new claim or to hit random prompts until the IVR sends them through to a SCR.
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  1. Tams 2 Absence Entry

    For the Tams2 absence entry, there are two recommended improvements:

    1. Move the search glass for the Employee Lookup to be next to the Employee ID field rather than the Social Security Number field. This creates confusion for some agents (especially New Hires) because they think the Employee Search button is going to request them to search by the Social Security Number. Plus, moving the button away from the Claim Search button can help eliminate the potential of clicking the wrong button and assisting in reducing Assigned vs. Unassigned errors.

    2. If you are in an existing intermittent claim within Tams2, there should be a direct link to enter in the intermittent absences that prefills with the claim number that is actively open, so you do not have to perform a claim search again within the Absence Entry screen. This will reduce errors of assigning an absence to a wrong claim and will reduce call time since the extra steps do not need to be performed.
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