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Consumer Engagement: A Cultural AnalysisEvidence-Based Recommendations for Evidence-Based Healthcare

Meet the Team

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Quantitative: The Pathfinders

Abigail Cullinan 2018

Samantha Fry2018

Christopher Shinaver2020

Kema Tuchscherer2019

Meet the Team

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Qualitative:

Alexis Daughtery2018

Meghan Doyle2018

Katie Beriont2018

Project Justification

Culture Survey Intro

Driver Analysis FL vs. CO Turnover NPS Leadership Playbook

Importance of Culture

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• #1 Priority • Great Culture → Great Performance → Saving More Money

Project Justification

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Culture Surveys

What is the culture survey?

2015, 2016, 2017

Company Culture Goal: Dynamic Culture

Driver Analysis

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Culture Surveys and Drivers

Leadership Compensation Training

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Culture Survey and Drivers Visual

Why CE? What is CE?

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CE vs Overall → • When compared to the company as a whole, CE performed better in every

category• Show data/visual• CE also significantly improved from 2015-2016• This is the reason we chose to look at CE (unique culture)

What is CE?• 2 locations of call center Florida and Colorado• Significant leadership qualities stemming from Florida location• Programs

- Florida: SmartChoice Plus/Informed Choice- Colorado: Preventative Care and Smart Choice

Consumer Engagement

Fulfillment

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Culture is the priority, people are the priority in creating cultureNature of the work

• Direct contact with patients and end-user• Feeling of “making a difference” and being connected to the company vision• Work requires the employees to be personable

2012 Consumer Engagemtn Total Impact $14.8Billion in medical savings, that type of scale breeds fulfillment Leadership is relatively small scaled as well as the department overallThe culture of CE began from the ground up

• Started with 12 agents in Florida, the culture was manifested in the early beginnings, Colorado came into the picture later

“Attitude is infectious”Transparency in expectations and personal empowerment

CE is Unique

External: CE vs. eviCore

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• What carries CE’s high culture?

Analysis of CE Drivers

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Average Culture Scores FL vs. CO

CE as a whole

Internal: CE Florida vs. CE Colorado

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Analysis of CE Drivers

CE 2017 Pulse Florida

Colorado

Process for collecting evidence

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Anecdotal Evidence: Florida CE vs. Colorado CE

Define the group

Design Questions

Conduct the Focus

GroupAnalyze the Data

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Florida Location Analysis

Resources and Support

Clear Communication

Personal Attention Leadership

Career Development

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Florida Location Analysis

Personal Attention

Support Resources

Empowerment

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Florida Location Analysis

CE Management has genuinely made culture their #1 priority.

They are constantly monitoring the status of their culture.

“Case Study Within a Case Study”

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Colorado Location Analysis

Identity Feelings of Micromanagement

Transitory Turnover

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Colorado is in a transitory phase, and it is impacting culture.

However, culture still remains a #1 priority to management.

The management team is aware of Colorado’s status aware and working to make

improvement.

Colorado Location Analysis

Florida CE and Colorado groups behave differently

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FloridaPositive relationship with managementSupervisors have a profound impact on the attitude of agentsNo sense of separation between agents and supervisorsConstant and clear communication across all levels of employees

ColoradoDesire for more individualized meetings with upper-level management.Agents would like more specific and regular feedbackDistinct hierarchyStrong core group of agentsStressful work environmentFriendly competitive driveDiversity and wide variety of demographics

Anecdotal Evidence: Florida vs. Colorado CE

Common Themes:• Both FL and CO

agents enjoy speaking with clients.

• The agents have a drive to improve conversion numbers

• Relationships within CE are cultivated on a self-start basis

• Friendly competition

At both locations, turnover has affected culture

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• Huge turnover spike in the fall• Appendix

• Turnover as a threat and a benefit• If turnover can be a benefit, why isn’t there more of it?

• Supervisor example

Turnover

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NPS Survey Data

“Would you recommend eviCore to a personal friend?”

Company Culture, Employee Focused, Teamwork

LEADERSHIP

To dive deeper into the elements that drive CE’s culture, we investigated the impact of multiple supervisors in the department…

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Leaders that Impact Culture: Supervisors

Leadership

Performance

Comparison based on Contact Conversion Rates

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Supervisor Data

Joanne

Anthony

Fabiana

Selika

Comparison based on Culture Item Average

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Supervisor Data

Joanne

FabianaRey

SelikaAnthony

Supervisors and Management: Anecdotal

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Leaders that Impact Culture

CE Manager

• Attitude is infectious• Transparency through

communication • Agent empowerment• Build trust by listening• Attention to each individual• Clearly stated goals and objectives• Allow people to make mistakes

and learn from them• Creates time in supervisor

schedule to invest in connecting with team

CE Supervisor

• PI can be presented here.• Building relationships improves

performance• Gives time and attention to agents• Make sure agents feel comfortable• Address problems immediately

and directly• Build confidence in agents• PI can be presented here.• Building relationships improves

performance• Gives time and attention to agents• Make sure agents feel comfortable• Address problems immediately

and directly• Build confidence in agents

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2017 SEI Dynamic Culture Playbook

Creating a Dynamic Company Culture

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Thank You