top of page

How it works

Implementation process overview

Access Health provides a streamlined implementation process that allows you to implement our product quickly and seamlessly into your current processes and systems. Our approach is managed in several phases to ensure all milestones and deliverables stay on track, resulting in a smooth transition from beginning to end.

Vectores How it works A.png

Learning

Define project plan with deadlines and milestones for implementation
 

Identify vision and mission

Document Vision Statement 


Review of existing workflows and procedures 


Identification of specific software and applications for learning and documentation 


Agents identified based on client needs

1

Vectores How it works B.png

Planning

Meet with appropriate staff members to build clinic protocols and guidelines for Access Health Staff use


Scripting built out

System training schedule 


Shadowing/observing office staff to understand day to day operations

2

Vectores How it works C.png

Preparation

System training completed, and users created with all necessary logins and passwords


Agents trained on scripts, processes, and clinic protocols and guidelines


Round One: internal and external mock calls


Additional training and process adjustments as needed


Round Two: internal and external mock calls

3

Vectores How it works D.png

Optimization

Continued monitoring of processes and agent call handling 


Recurring meeting with client to Review reporting as well as client and agent feedback


Quarterly reviews of overall program health and opportunities for continued growth and improvement

4

Post go-live communications

Overview
• Client dictates the cadence of communications daily
• Communications on escalations, questions, etc.


Weekly
• Metrics reporting
• Tactical meetings
• Key client operations staff meet with the contact center leadership
• Review tactical issues (Process changes, opportunities for improvement, etc.)

 

Monthly
• Metrics reporting
• Customer success meetings
• Review KPIs with key client staff and contact center leadership.

Quality assurance

• Qualitative review agent’s performance
• Weekly scoring of agents/supervisors
• Silent monitoring of live calls
• Listen to recorded calls
• Meaningful feedback and concrete examples of how to 
improve interactions with client’s

kisspng-health-care-medicine-health-insurance-portability-angel-icon-vector-5a8770fbac3d58

HIPPA

Compliant

bottom of page