The benefits of a work-at-home model are well established. At BroadPath we consider ourselves virtual workforce experts. Since we skipped the brick-and-mortar phase entirely, our tools, practices, and people have been aligned with the work-at-home model since our inception.
We recruit nationally to cherry-pick the best people with the most relevant experience, regardless of where they live. Need a team of Medicare Part B Redetermination Analysts with MCS and HIGLAS experience? No problem. Facets-experienced Recovery Analysts? No problem.
In the contact center, great talent can foster an improved and enriched customer experience and higher member retention. In the sales environment, better associates can bring higher close ratios and a more informed and enthusiastic customer. In the claims environment, experienced adjusters means higher productivity and quality. Whatever the function, experience matters and with our national network and healthcare-only focus, we deliver it.
How do we deliver? We start with our large pool of repeat employees. These are stable, high-performers with an established track record of great results who make up anywhere from 20-60% of the resources on any given project.
We also have an extensive database of active job-seekers who form a continuous pipeline of new talent. Before placement, these individuals undergo a meticulous 6-stage screening and matching process to validate experience, skills, expertise, work ethic, and cultural fit. This goes far beyond the typical “has healthcare experience” exercise. We create a detailed skill profile based on the candidate’s job history, industry knowledge, functional experience, product expertise, and systems proficiency.
Responsiveness is an easy promise to make…but not so easy to deliver. In our business, attaining rapid results for our clients means accelerated talent acquisition and talent development. Normally those are opposing forces: skilled people that can ramp quickly take time to recruit; unskilled people are easy to find but ramp slowly.
With our national sourcing model we can hire and deploy skilled resources fast. In our database alone we have over 5,000 active and 40,000 passive candidates – all coded with our proprietary healthcare skill profile. Not to mention the millions of qualified candidates actively seeking employment through job boards. In fact we rarely see a profile that we can’t source quickly and in large quantity.
Virtual resources can often accommodate far more flexible scheduling than traditional office workers. Many of our agents can ramp their hours up and down with little advanced notice. They can work split or staggered shifts. They can wait in reserve status and jump on the phones if things heat up. All of this can translate to almost real-time capacity responsiveness to unpredicted peaks in workload. And if volume spikes even higher or lasts longer than expected, we can onboard and train additional staff quickly to get through the surge.
BroadPath contact centers utilizing a high proportion of variable-hour agents can increase capacity by over 60% within 24 hrs.
Our proprietary Bhive™ system takes remote employee management and engagement to a new level. Designed for virtual contact centers and other large-scale operations, the platform provides managers, clients, and associates full transparency into BroadPath operations.
Home-office webcams provide a real-time, continuous visual connection between team members. Data feeds from production, telephony, time tracking, HRIS, and workforce management systems are combined to create a single, powerful management dashboard. Gamification and social media tools connect team members, provide constant performance feedback, and create a fun and immersive experience to raise employee engagement. Bhive™ brings our entire operation into your desktop – no site visit required.
Even with years of healthcare experience under their belts, our associates require client-specific training to perform well. Workflows, processes, tools, procedures, plans, and systems all need to be covered in detail. However many health plans are not accustomed to delivering remote training, particular at the accelerated pace appropriate for our experienced resources.
Our training and development people are distance learning experts. We know what works well….and what doesn’t. Short sessions punctuated by frequent skill checks, quizzes, and interactive practice sessions, for example, are critical to keep associates engaged. So before each project begins, we team up with your development people to help optimize the curriculum and delivery approach and then we co-facilitate the initial classes with your instructors. And on long-term engagements, after a train-the-trainer exercise, we can take over the entire function to ensure our people are always current.
Virtual operations present a unique challenge to securing protected health information (PHI), personally identifiable information (PII), and PCI data. While most of our client’s sensitive data never enters the BroadPath domain, we take HIPAA, HITECH, and Omnibus regulations seriously and approach data security with a comprehensive set of technical, physical, and administrative safeguards. In addition, we are in the process of obtaining certification in the Health Information Trust Alliance (HITRUST) Common Security Framework (CSF) to further establish ourselves as a leading vendor within the healthcare sector.
Our data security environment is further enhanced by virtue of our SaaS-based structure which heavily relies on leading cloud-based solutions such as Microsoft Office 365 (HITRUST certified), Microsoft Azure (ISO 27001 certified), and Salesforce.com (ISO 27001 certified).