Two Week Follow Up
By Daisy B. Gonzalez
Quality Coach PCC
PCC Background/ Coaching Process
Survey Results/ Findings
Final Take Aways
Patient Communication Center
Coaching Process (New Hire)
1. Transition Phase
2. Initial Coaching session
Create a 16 question survey to assess level of confidence in their ability to perform certain job duties
Post training survey created on Qualtrics sent out two weeks after their transition date.
Identify potential areas of opportunity and provide feedback to improve new hire performance in the first 30 days.
How I chose survey questions
Setting it up
Qualtrics Survey Software
*Assessing confidence level
(Not Confident- Very Confident)
*Two week Check-In form created by Chandlar
Top 3 Areas of Opportunity
Q3. Please indicate your level of confidence with reading the Response History and fixing Data Mismatch/ errors
*17% stated they are Not Confident and need to revisit"
Q6. Please indicate your level of confidence with your ability to Pend Medication
* 10% stated they are "Not Confident and need to revisit"
Q10. Please Indicate your level of confidence with your ability to enter Insurance Coverage
*12% stated they are "Not Confident and need to revisit"
Top 3 Positive Survey Findings
Q8. Please indicate your level of confidence in your ability to complete the MSPQ (Medicare Secondary Payor Questionnaire)
*73% stated they are "Very Confident"
Q14. Please indicate your level of confidence in your ability to distinguish between creating a New Encounter Vs. Piggy Back Encounter
*57% stated they are "Very Confident"
Q16. Please indicate your level of confidence in your ability to create a Telephone Encounter
*61% stated they are "Very Confident"
Quality Scores (first 30 days)
After Survey implementation
Solving The Missing Piece
√ Stronger connections between new hire and coach
√ Coaches are able to pinpoint areas of opportunity and provide real time feedback
√ Data to support improved performance after survey implementation
√ 100% Participation (45 new hires)
√ Send out survey to 5 cohorts
√ Improved Quality Scores
√ Survey has become part of workflow
√ Positive feedback