Call center quality assurance is like going to the dentist: everyone agrees it should be done regularly, no one likes doing it, and it’s probably been put off much longer than it should.
No one’s blaming you – agents hate it, supervisors hate it, even quality assurance auditors hate it. It’s tedious, time-consuming, and repetitive. Add to that the high call center attrition rate and low job satisfaction, and you may be wondering: why even bother?
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Let me introduce you to Process Street’s swanky updated feature, conditional logic within tasks.
What does this mean?
Simply put, it means that you can use Process Street to build quiz templates by creating rules within tasks using conditional logic – these rules then generate personalized outcomes.
In other words, you can create tasks within checklists that adapt to meet your personal needs and circumstance.
Conditional logic within tasks can also be used to shorten the length of your overall template.
Say goodbye to scrolling through irrelevant questions that don’t apply to you and claim back the time you once wasted filling out online forms.
To find out more about this feature and to see it in action check out our pre-made free templates and keep reading.
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If you are a healthcare provider that comes into contact with Protected Health Information (PHI), HIPAA compliance is not voluntary. You simply have no option but to comply with HIPAA policies and procedures.
“Figures from the Department of Health and Human Services’ Office for Civil Rights breach portal show a major increase in healthcare data breaches in 2019. Last year, 510 healthcare data breaches of 500 or more records were reported, which represents a 196% increase from 2018.” – Steve Alder, 2019 Healthcare Data Breach Report
It gets worse.
If your organization violates HIPAA regulations, you can face a jaw-dropping fine. Take, for example, the 2014 case in which the New York Presbyterian Hospital accidentally disclosed the records of 6,800 patients, making them available online and fully Google-able.
“The enactment of the Final Omnibus Rule in 2013 doubled the maximum fine for a single violation of HIPAA from $25,000 to $50,000 per compromised patient record. This meant that when the New York-Presbyterian Hospital inadvertently disclosed the unsecured records of 6,800 patients on the Internet, the potential fine for the violation of HIPAA could have been as much as $340 million. Fortunately (for the New York-Presbyterian Hospital) the breach of PHI was settled for $3.3 million.” – Marc Ladin, The Importance of HIPAA Compliance: 7 Things You Should Know
Here are some other examples of HIPAA violations:
The University of California Los Angeles Health System was fined $865,000 for failing to restrict access to medical records.
North Memorial Health Care of Minnesota had to pay $1.55 million in a settlement, for failing to enter into a Business Associate Agreement with a major contractor.
The Memorial Healthcare System received a $5,500,000 penalty for insufficient ePHI access controls.
The Memorial Hermann Health System had to pay $2.4 million in a settlement for disclosing a patient’s PHI in a press release.
If you think these are one-off cases, you are sorely mistaken.
A report by the Ponemon Institute found that 90% of surveyed healthcare institutions had at least one data breach within the past two years. What’s even more concerning is the continuous rise in the costs incurred by healthcare organizations facing a breach.
The researchers found for the ninth consecutive year, the healthcare sector is still the hardest hit financially by data breaches.
“Over the past five years, the average cost of a data breach has increased by 12%. The global average cost of a data breach has increased to $3.92 million. The average breach size is 25,575 records and the cost per breached record is now $150; up from $148 last year. Data breach costs are the highest in the United States, where the average cost of a data breach is $8.19 million – or $242 per record. The average cost of a healthcare data breach in the United States is $15 million.” Steve Alder, 2019 Cost of A Data Breach Study Reveals Increase in U.S. Healthcare Data Breach Costs
All things considered, I think it’s clear why HIPAA compliance is so essential for not only protecting sensitive patient information, but also for minimizing the risk of a data breach that could result in a huge fine, not to mention lasting damage to the organization’s reputation.
Process Street’s HIPAA policies and procedures templates
Not to worry though. With the correct processes in place, you can maintain compliance without having to deal with any unwelcome surprises. It’s also not expensive to set up an effective solution.
When was the last time you actively went shopping? More to the point, when was the last time you bought something without checking it out online first?
Welcome to the retail apocalypse.
Or, in less dramatic terms, the demise of brick-and-mortar shops as the world shifts to buying online.
Where opportunities lie, entrepreneurs will pounce. That’s why at least part of ecommerce’s success can be attributed to people quickly learning how to start an online boutique, grocery delivery service, and so on.
Evidently, it is true. The retail apocalypse is upon us. Fortunately, we at Process Street are here to provide you with the tools to build your doomsday bunker. We have created 9 superpowered checklists that will ensure that you are equipped and ready to ride the wave of retail Armageddon.
If you’re just here for a checklist to use when learning how to start an online boutique, check out our free Business Plan checklist below!
Feel free to jump to a specific section of this post by clicking on the relevant subheader below. Or, just keep on scrolling.
Elisabeth Swan is the co-author of “The Problem-Solver’s Toolkit” and co-host of “The Just-in-Time Cafe Podcast.” She’s been a process improvement consultant, speaker, and innovator for over 30 years. She’s the Chief Learning Experience Officer for GoLeanSixSigma.com, a former cast member of ImprovBoston, and – if asked – may still be able to ride a unicycle.
Yet, checklists conjure images of forklift drivers on loading docks with clipboards counting boxes. How could they transform healthcare?
“He has… produced a 90-second checklist which reduced deaths and complications by more than one-third in eight hospitals around the world – at virtually no cost and for almost any operation.” – James Clarke, reviewing The Checklist Manifesto, Ulster Med J. 2011 Jan; 80(1): 54.
Aviation was transformed decades earlier when management and engineers at Boeing Corporation created the pre-flight checklist after the 1935 crash of the prototype Boeing B-17 at Wright Field in Dayton, Ohio. Checklists have become so essential to the airline industry that most crashes can be traced to the misuse or failure to complete a checklist.
A New York Times reviewer noted, “no matter how expert you may be, well-designed checklists can improve outcomes”. Since the purpose of process improvement is improving outcomes, Lean Six Sigma and checklists are natural companions.
In this article, you’ll find 20 structured sales processes based on industry best practices which you can access for free. Simply click Edit Checklist to add any process to your Process Street account, so you can start supercharging your sales process today!
Design-driven companies have outperformed the S&P Index by 219% over 10 years
Companies that foster creativity enjoy 1.5x greater market share
In the modern digital arena, customers and users expect excellent design and usability more than ever. Poorly designed websites will put customers off or fail to convert those customers who see past the poor layout. Design thinking is business thinking.
For instance, think of any marketing campaign you’ve run. The choice of the images, the font, the location of your call to action are all defined by thinking in terms of design.
For this reason, in this Process Street article, we give you free access to our top 11 design processes and checklists. Simply click on the links below and be directed to your template of choice.
Even websites which appear on the surface to be poorly designed, like Craigslist or Reddit, work because the user experience they provide is one that resonates with the user. A solid design creates more than just conversions, it can create brand loyalty too – keeping your customers coming back for more.
Click on the subheader below to navigate to the relevant section in this article. Alternatively, scroll down for a thorough overview of our top 11 design checklists.
If we were to break that down by region, HOAs govern about 33% of homes in the Northeast, about 50% of homes in the Midwest, and at least 75% of homes in the West and the South.
All in all, there are now almost 310,000 HOA-governed communities in the United States, which is a staggering 260% growth since their inception in the 1970s.
Needless to say, it’s likely that you will encounter an HOA property while house-hunting, and if you are on the other side (an HOA community member) it’s important that you and the other members manage the association well to keep the community happy and attract new residents who could easily choose an alternative.
This post aims to provide you with the tools you need to manage an HOA that stands out and establish a community that not only feels confident in the leadership team, but also provides the space for members to contribute in a way that benefits the collective.
I should be sitting in a field, sipping a lukewarm cider, waiting for Aerosmith to come on stage and blow me away.
I should’ve been at the Glastonbury music festival; the UK’s (muddier) equivalent to Coachella.
But thanks to Covid-19 I’m not.
I’m stuck in my hot, stuffy office.
Although it’s heartbreaking, I’m not the only person affected by the decision to cancel the biggest event in my calendar, and music festivals and social occasions aren’t the only events to get canned because of the pandemic.
Most business trips, in-person meetings, and big, costly conferences have also been canceled or postponed.
But, before you start contributing to these losses and canceling your own conferences, there is another way.
Welcome to the world of virtual conferences.
As more and more businesses start to think of new, innovative ways to carry on with ‘business as usual’ during this troubling time, this Process Street post takes a look at the virtual conference. Not only is it a stop-gap until the virus disappears and normal life resumes, but it’s a great permanent replacement for the traditional, physical conference.
Join me as we discover the answers to the following questions: