Our client had high provider turnover and suboptimal healthcare outcomes. To address these issues, our client considered expanding its skilled staff -after-hours at the call center. In addition, current metrics were not reliably correlated to the call-center staffing structure. Management Solutions was tasked with quantifying the potential value-add of the call center skilled staff expansion.
Management Solutions devised a framework to capture data and metrics based on the current call center staffing structure. We then conducted a cost-benefit analysis for the call center skilled staff expansion. Tangible and intangible costs and benefits were both factored into the analysis; to avoid an investment with a negative return. Management Solutions provided our client with a well-rounded perspective to make a pursue or pass decision.