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CSAT- a score that indicates how satisfied is with a specific product, transaction, or interaction with a company.
How does CSAT affect us?
*FCR- FIRT CALL RESOLUTION
How to improve CSAT?
S- Stay Calm
M- Make Small Inquiries
I- It's Not Personal
L- Listen Actively
E- Empathize/ Apologize
CAHPS - Consumer Assessment of Healthcare Providers and Systems
CAHPS survey
* an annual survey administrated to an anonymous, random sample of members (February/March - June)
* The medicare and medicaid versions of the survey ask members to assess their experiences with the health care over the last 6 months while the marketplace version ask members to assess their experience from July through December of the prior year
Why is CAHPS important?
*Member experience is becoming increasingly important in the health industry
*An opportunity to receive anonymous feedback from the members
*Has become the national standard for measuring and reporting member experience with health plans
*Patient's experience with care, particularly communication with providers, correlate with adherence to medical advice and treatment plan
*Evaluate members' perception and overall satisfaction to improve the member experience
Why are Quality Ratings important?
- WE WANT OUR MEMBERS TO CHOOSE US!
Enterprise Star Goals: A minimum of 4 stars
How to improve CAHPS?
Provide Excellent Customer Service
*Good customer service is essential
*Focus on putting the needs of our member first.
Building Rapport
*Our member are all unique
*Actively engaged and listening
*Maintain a positive attitude
*Be adaptable
*Show empathy
Communicate Clearly
*Use reinforcement of comment or convey understanding
*Do not interrupt
*Ask open ended questions
Be Honest
*Explain to them what you are doing
*Offer next steps
*What you are doing to help
*Never blame others
Close Gaps
*You have all their needs
*Confirmed satisfaction
*Follow through on what you've stated
REMEMBER: DO NOT USE JARGONS
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