Case Study

Leading Healthcare Revenue-Cycle Management Company

Call centers historically face very high turnover. The loss of knowledge and expertise resulting from experienced staff departures adversely impacts the quality of service provided and, in some cases, reduces revenue opportunities due to capacity constraints.
What we did
  • Generational Readiness Assessment (GRA)™ consulting project focused on Retention.
  • Delivered to operating committee following months of industry research, focus groups, management interviews, and data analysis.
  • Utilized a generational framework to provide a solution set to be implemented across a 12-month timeline.
  • Phased-in steps to address the generational causes of high turnover while complementing the company’s strategic focus and operating needs.