Focus Group

We will be implementing Focus Groups for all Data Specialists, Examiners/Sr. Examiners, and CSRs in 2016. The Focus Groups will provide the associates with a forum in which to effectively communicate their suggestions, ideas, issues, and/or concerns within their peer group and with management. We ask that associates complete the following survey with regard to the Focus Groups:
Name: 


A red asterisk (*) indicates required questions.

  1. Position*
    Data Specialist
    Examiner/Sr. Examiner
    CSR


  1. Please select ALL of the topics you would like to see discussed during the Focus Groups:*
    COM process
    Automated greeting in CISCO versus stating it at the beginning of each call
    Comparison Report/Global Stats Reporting - anonymous versus names included
    Morale
    New Reward & Recognition Suggestions
    Communication of Recognition
    Inundation of Information? Is information you get too much or too little
    Real-Time Stats
    Graduate Miscellaneous Training Curriculum
    CRR/CRS of the Day
    Multiple monitors for all associates
    Benefit Maximum Reached message added as new EOB or Summary Remark
    Wireless Headsets
    Refresher Training Classes
    Formal Training versus email of new information
    Scheduled Processing Time for all CSRs
    Amount Paid per service line on EOB/EOP
    Oregon COB Queue
    UR for "single crown" when claim has 2 crowns but auto-allows 1 crown
    System Issues protocol for associates
    Off Phones Time - What are valid and necessary reasons?
    Daily Pending protocol for associates
    Speak Up! - How can we foster communication participation in group settings?
    Daily Download - What information do associates need on a daily basis to feel comfortable with the workload and expectations?
    DS and Examiner Queue Direction Consistency
    SRVWer Training and Retraining
    Claims Processing
    UR Process
    PTE Queues Requirements
    Pend42 and PTE Back End Processes
    Survey Process
    Promotion Process
    Customer Service Week
    PMIC Suggestions amd Concerns
    Wall of Fame
    Production Challenges
    Holiday PTO
    SCR Process
    Mentoring Process
    Communication Improvements
    Off Phones Incentives
    Job Shadowing
    Location to Location Visits for associates
    Projects for associates
    Training Opportunities


  1. Please type in any other topic suggestions you would like to see discussed in the Focus Groups that are not listed above.




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