Our Work Environment

At Call 4 Health, our goal is to develop educated, confident and compassionate PCR’s (Patient Care Representatives). To this end, we have put in place a progression plan for new and existing employees in order to insure that they develop into excellent customer service representatives. Each new employee is placed on a 90-day probationary period which covers training and new-employee PCR status. After training the employee is coached and evaluated on a daily basis.

The Call 4 Health career paths are outlined in our Employee Handbook, and includes steps needed to achieve each level. Career paths from PCR include Senior PCR, Team Lead, Operations Manager and other levels of management. A PCR can follow a career path in training moving from PCR to Training Specialist, Trainer, and positions in Staff Development. Career opportunities also exist in programming. Our PCR’s have taken advantage of the opportunities that we offer.

Call 4 Health uses industry-standard performance measures in order to manage the performance of our CSR’s against our clients’ objectives. The expertise of our Quality Assurance Specialist and our Staff Development Officer insure that these measurements are used to enhance CSR performance to and above the level of client expectations. Our performance measures include the following:

- Call 4 Health provides electronic daily, weekly, monthly and quarterly reports that are available (with hard copy back-up), outlining performance against metrics, quarterly highlights, etc.

- Our standard reports contain daily calls per hour, average call length, abandon rate average talk time, etc. Because our system captures all information available from each inbound call, we can provide any or all call detail information to our clients in customized reports.

- Customized reports are set up by our programming staff. We can develop custom reports in as short as a couple of hours, to as long as a few days depending upon the complexity of the reports and the programming required. Reports are available hardcopy or through web interface.

RECOGNITION PROGRAMS

Call 4 Health has several recognition and motivational programs that are structured on a weekly, monthly and yearly basis. We also provide unplanned recognition based on events such as a team reward for a special project, an Above-and-Beyond reward, etc.

Structured programs include weekly awards of gift cards for providing good service or being an exceptional team player. An Employee of the Month program recognizes the employee the best performance measures with a cash award. An additional reward for the best Employee of the Quarter rewards the employee with a personally selected gift. The Most Improved employee each month is recognized with a cash award.

Employee recognition is also provided through promotion based on our career paths.

OUR OPEN DOOR POLICY

Call 4 Health has an Open Door policy, where employees are welcome to speak to Team Leads or management about ideas they may have or about anything that concerns them. This occurs on a regular basis, and CSR ideas are discussed, analyzed, and many have been implemented. A suggestion box is located in an easily accessible area, and the suggestions are reviewed by management. A quarterly company-wide meeting is conducted by management in order to discuss the achievements during the past 3 months, and future plans.
This participatory meeting is designed to make all employees realize that each individual plays an important part in the company structure and progress.