KAISER PERMANENTE S VERSATILE SOLUTION WITH NICE PERFORMANCE MANAGEMENT. Alexander Nubla IT Engineer Applications Manager Kaiser Permanente

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1 KAISER PERMANENTE S VERSATILE SOLUTION WITH NICE PERFORMANCE MANAGEMENT Alexander Nubla IT Engineer Applications Manager Kaiser Permanente

2 Alexander Nubla KP Contact Center Strategy, Data Analytics & Reporting Manager Based in Pasadena, CA

3 About Kaiser Permanente About NICE Performance Management KP Challenges Business Objectives Business Measurements Sample Screenshots Future Plans

4 About Kaiser Permanente Our Mission To provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. Our Brand We Stand for Total Health Kaiser Permanente s integrated health care delivery system and commitment to preventive care empower our patients and members to maximize their total health mind, body, and spirit.

5 Washington 678,288 About Kaiser Permanente Northwest 579,765 Founded in 1945, Kaiser Permanente is the nation s largest nonprofit health plan, headquartered in Oakland, California We have approximately 11.8 million members as of 2017 YE. Our average growth rate is 6.7% from 9.1 M members in 2013 YE. Northern California 4,154,748 Southern California 4,415,845 Mid-Atlantic States 705,834 We serve 8 states and the District of Columbia We have 39 hospitals, and 680 medical office buildings and other outpatient facilities. Hawaii 251,302 Colorado 662,511 Georgia 303,848 To serve our members, Kaiser Permanente has more than 213,000 employees including more than 51,000 nurses and over 22,000 physicians.

6 On NICE PERFORMANCE MANAGEMENT Lines of Business: Clinical, Pharmacy, KPOC, & NHRSC 7900 users Main locations: CA, CO, GA, HI, & NW Solutions that Kaiser is using: Performance Management Quality Management (Upgrading to Engage) Data Feeds to NPM Genesys, Aspect, Nice QM, Intradiem, KPATH, TIME Who are the users Contact Center Reps (CSRs, RN), Business Users (Analyst, Managers, Execs)

7 Kaiser Permanente s Challenges: Contact Center Performance No standardized method for measuring performance Productivity Who was working and who wasn t, how many employees are really required

8 Business Challenges 6 regions (HI, NW, SCAL, NCAL, CO, GA), multiple contact center each with Different LOB within the same region Independent calculations of performance metrics Different focus to front-line employees Unique philosophies and scheduling Overall, lack of standard operating procedures. Different data source inputs calculating performance

9 Establish Performance Standards Drive Culture Change Promote Operational Efficiency Business Objectives Coaching & Mentorship

10 Applying Common Standards of Measurement Kaiser Permanente s KPI Productivity Measures Quantity of Output Contact Center Proficiency Efficiency Work Compliance Time Worked Quality Quality of Output

11 Solution Snapshot: Overall Productivity Performance Senior Manager View

12 Performance Overview & Trending Analyst / Manager View

13 Driving Results through Coaching Coach s View 14

14 FUTURE PLANS

15 Future Plans By end of 2018 will add SCAL Additional Clinical Data By end of 2018 we will upgrade to NICE Engage By 3 rd Quarter 2018 we will do roadshow & engagement In 2019, we plan to upgrade to NPM 7.x

16 Alex Nubla Manager of IT Engineering Kaiser Permanente p: e:

17 How was the SESSION? Fill out a short 2 question survey. Open the session in the app and click the Breakout Survey icon.

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