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August is all about health care providers! With the upcoming launch of the health care provider portal, GPPR and Deloitte have been working on resources to help health care providers that have questions about the registration process. Registered health care providers will have a user guide, four how-to videos, and a dedicated FAMLI webpage with many resources at their fingertips. We also added new materials to our new marketing kit that we will be sharing with our partners that will encourage health care providers to register in the portal.
Our August FAMLI webinar is also dedicated to health care providers. In the webinar we will be introducing the portal to health care providers and telling them a bit about the registration process. The webinar is August 22 at 11 a.m. If you are interested in listening in, please watch the livestream on Youtube and leave the limited Zoom spots for the public.
Customer Success
“Remember that the only constant in life is change.” - Buddha
I like to compare our branch to the beautiful butterfly in its life cycle: Egg - Caterpillar - Pupa - Adult.
This time last year, we were the Egg (Tracy Marshall’s initial concept of the FAMLI customer contact center) that was laid. We then became a Caterpillar and our job was to eat (to take in nourishment by training and gaining strength by working with Salesforce, and the Policy Team). We have now transitioned into a Pupa and have begun the important task of growing rapidly. That’s where we are now - mass hiring, transitioning all that we have learned and experienced in the past year into what we need to become a bigger contact center with many more tasks and responsibilities. As our branch continues to mature (aka Adult), we will start the cycle all over again.
Now, as the more mature contact center, we will plant the eggs of new ideas for improvement, feed on newly attained knowledge and experience, transition the new nourishment into action, and become even more mature, more efficient, effective, and impactful to the people of Colorado.- Jade Humphries-Graves, Customer Success Branch Manager
Employee Contact Center (ECC) Report
July call volume increased steadily throughout the month with many employers waiting until the last few days of Quarter 2 (Q2) to report wages and make their premium payments.
- July Calls Answered by Customer Care Representatives (CCRs) = 5,944 calls
- July Average Handle Time = 11:44
- Intelligent Virtual Assistant (IVA) Transactions: 4,457
Post-Call Survey went live on July 13, 2023.
- 3 Brief Questions:
- Surveys completed = 1,974
- Was the service you needed provided? Yes / No
- 83.38% of surveyed callers indicated “Yes”!
- Did you feel cared for during your interaction? Yes / No
- 83.54% of surveyed callers indicated “Yes”!
On a scale of 1-5, were you satisfied with your interaction?
(1= Not Satisfied and 5 = Exceptional)
- 1) 122 *
- 2) 5
- 3) 12
- 4) 64
- 5) 218
* This score is currently being researched to identify and address caller dissatisfaction
The Spanish version of the Intelligent Virtual Agent went live on July 20, 2023. Spanish-speaking callers now have the opportunity to get questions answered before connecting with an agent.
The Chatbot project has begun and the build is underway! User Acceptance Testing (UAT) is scheduled to start on August 14th. Anticipated Go-Live is scheduled for September 7th.
Claims Contact Center/Tri-C Report
All six new supervisors have been hired and onboarded and are now working diligently on preparations for the launch of the newest addition to the Customer Success Branch. The Customer Care Representative posting brought in a record-breaking 550+ applications! Those candidates who met the basic requirements are now taking the skills assessment testing, and interviews will commence shortly for the first of two Claims cohorts.
Employer Services & Program Integrity
Quality Assurance (QA)
This week, QA began to review the 2023-2024 WIG goals in preparation of partnering with branch managers to determine QA’s upcoming priorities.
Product & Technology
My FAMLI+ Employer (Premiums System)
Welcome to our new team members:
Geoff Hanna — Product Manager/My FAMLI+
Julie Brown — Product Owner/My FAMLI+ Employer
Congratulations to Talat Nusrath — Product Manager/My FAMLI+ Employer
Last month, the team successfully deployed Salesforce Release 6. We’re now gearing up for User Acceptance Testing (UAT ) of Release 7 which will include new features that allow refunds to employers, the ability to waive charges, and enhancements to internal workflows. Release 7 is on track to deploy in early September.
My FAMLI+ (Benefits System)
The FAMLI product development team dedicated to the benefits system is preparing for Release 1 of My FAMLI+ this week! The August release will allow health care providers to register in the portal. All systems are green, as we approach the momentous event. The health care portal will go live on Thursday, August 17!
FAMLI Training Unit
The Training Unit continues to grow! We welcomed Patrick Colden, our new Technical Resources Coordinator, July 24. Patrick brings a wealth of leave management knowledge to the training unit. Patrick will work with the Quality Assurance (QA) team and other branches as a procedure writer and will also work with the Salesforce team and Government Policy and Public Relations (GPPR) on the external user guides.
The training unit has identified several areas where we need data to inform our training design and development process to better meet the training needs of staff members. We are collecting this data through survey instruments which include the following:
- The Understanding Customer Success in FAMLI Survey was sent to the Customer Success (CS) team in July
- Will help training and other branches understand and create shared language around what excellence in customer success looks like at FAMLI
- Completed by 26 CS team members
- The training unit is summarizing the data and will publish a report with findings in August
- The Knowledge Owl August 2023 Survey is being finalized and will be sent to all FAMLI Division staff in August 2023
- This survey will help training and other branches understand how the division is using Knowledge Owl to better inform how the platform is organized and administered
- Look for more information soon and please complete this survey!
The Training Unit launch of FAMLI’s own version of Cornerstone Learning Management System (LMS) through SOC Learns was a great success! Benefits Release 1 training was launched August 1, 2023. A shout out to Sam Knipp, our LMS Administrator for a job well done!
The Training Unit has created and is finalizing the FAMLI Fall Training Calendar to share the FAMLI’s training activities with staff.
Please send any questions or concerns to cdle_famlitraining@state.co.us.
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