Medical Contact

The Challenge

RCDA was contacted by company executives, who were looking for an evaluation of their current contact center operation. After a detailed investigation of the company’s call center ecosystem, RCDA uncovered six areas that were deficient or lacking and in need of re-engineering:

• Significant issues with the current telephony solution.

• Increased expenses due to redundancy and lack of standardization.

• Missed revenue opportunities due to a disjointed process for routing calls and faxes.

• Elevated no-show rates because of a spotty appointment notification process.

• A group of contact center leads who needed training so they could better coach and develop team members.

• Absence of daily, WTD, and MTD reporting, queue, and agent, with no scorecard to drive performance goals.

The Solution

After discovery, RCDA was contracted for 90 days to begin the process of integrating resources into the clients’ central ecosystem and developing resources to mitigate the above-mentioned deficiencies. RCDA’s leadership and training team embedded with the client, integrating as if serving as members of the team. Through this robust integration, a clearer picture of the gaps and opportunities could be observed, and outcomes improved.

The initial challenge was immense: It was learned that more than 1,300 DID numbers across the organization were unaccounted for, causing consumers to experience a high level of unanswered calls. RCDA’s team developed a process to match the DIDs with departments and functions and ensure all calls were routed properly. 

Another key component was to create a reporting process so leadership could sort areas of opportunity by queue and agent; additionally, RCDA trained leadership to deploy the reports to drive patient satisfaction. The enhanced reporting was useful from the C-suite to the front lines, and ultimately has become the backbone of the company’s process to measure progress toward KPIs. 

Finally, intensive training was undertaken to ensure that the structural changes led to a real, lasting change in patient satisfaction.

  • Overview

    Robert C. Davis and Associates was asked to engage with a well-known pain management company that operates more than 120 clinics nationwide. The company is PE-backed and has a recent history of acquiring and integrating new practices into the well-known parent brand.

  • Industry

    Healthcare

Healthcare Approach

 

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Enhancing Sales Effectiveness for Medicare Brokerage Agents

Enhancing Sales Effectiveness for Medicare Brokerage Agents

At Robert C. Davis & Associates (RCDA), we specialize in transforming the performance of Medicare brokerage agents by equipping them with the skills and strategies needed to hold high-quality conversations that drive sales. In the highly competitive Medicare market, agents must go beyond basic product knowledge—they need to build trust, uncover customer needs, and guide seniors to the right healthcare solutions. Our proven training and coaching methodologies help agents develop these essential skills, leading to stronger customer relationships and significantly increased sales effectiveness.

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The Power of Quality Conversations

The Power of Quality Conversations

Success in Medicare sales isn’t just about numbers—it’s about meaningful interactions. RCDA trains agents to engage in conversations that educate, reassure, and align with customer needs. Through our hands-on coaching and customized training programs, agents learn how to ask the right questions, actively listen, and confidently address concerns. By improving the quality of every conversation, we help brokerage firms achieve higher conversion rates, better retention, and increased customer satisfaction.

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A Proven Approach to Performance Improvement

A Proven Approach to Performance Improvement

Our approach combines data-driven insights with practical, real-world training. We analyze agent performance, identify gaps, and implement targeted coaching to enhance their ability to connect with customers. By focusing on call structure, tone, and engagement techniques, we enable agents to communicate more effectively, resulting in higher enrollment rates and compliance with industry regulations. Our clients see measurable improvements in productivity, efficiency, and overall sales results.

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Driving Success in the Medicare Brokerage Industry

Driving Success in the Medicare Brokerage Industry

RCDA’s expertise in sales effectiveness has helped Medicare brokerage firms achieve breakthrough results. Whether you’re looking to boost individual agent performance or enhance your entire team’s approach, we deliver the strategies and support needed to compete and win in the Medicare marketplace. Let us help your brokerage agents transform conversations into conversions and achieve lasting success.

The Results

The improvements to the telephony solution were significant and bore immediate fruit: Call routing was improved, abandoned calls were reduced, and a lower ASA resulted in higher patient satisfaction. Additionally, RCDA’s DID-routing process led to a dramatic and immediate decrease in patient complaints, while the new reporting process has enabled the pain management company to effectively handle call volume at or above industry standards.

 

Ongoing

Based on the results achieved during the initial 90-day project, the pain management company extended the engagement for two consecutive three-month engagements, and since has put RCDA on a monthly retainer to continue to identify opportunities and drive results.

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