Highlights
12%
boost in call compliance
100%
call QA coverage
By collaborating with Boswell, healthcare organizations can not only gain insight into where patients are looking for support, but also bridge care gaps for rising-risk patients by addressing social determinants of health (SDOH) before they impact patient health.
Central to Boswell’s success in engaging rising-risk patients is its team of Community Health Advocates (CHAs), who connect with clients to assess their well-being and identify any nutritional, living condition, and mental and physical health care needs.
Unfortunately, the organization still faces unique challenges due to the population it serves, and the transient nature of phone check-ins makes it easy for clients to disengage, putting them at increased risk of negative health and personal outcomes.
This makes ongoing training, consistent care standards and rigorous quality assurance (QA) some of Boswell’s top priorities.
Assessing call quality and gathering data for personalized feedback is difficult and time-consuming, however, especially at scale.
To tackle this problem, Boswell’s leadership team turned to Verbal to optimize its training practices and compliance operations with real-time conversation intelligence.
Just three months after adopting Verbal as an AI-copilot for training, QA and compliance, the Boswell team has been able to automate QA and compliance auditing on 100% of calls, improve staff performance and feedback, and boost call compliance by 12%.
Consistent care quality and compliance
To ensure advocacy calls consistently covered all relevant subjects and met compliance standards, the Boswell team used Verbal to generate a real-time call compliance checklist and QA scoring model for its CHAs.
The Verbal checklist, based on the team’s best practices, allows CHAs to see which subjects they’ve covered during client calls and which still need to be discussed to ensure all potential health and SDOH concerns are addressed.
Desiree Moore
Community Partnerships Supervisor, Boswell
Verbal also scores each call 0% to 100% based on how closely CHAs adhered to best practices, giving staff a clear sense of their performance and a target to aim for on each call.
“It doesn’t matter that I have experience [at] another agency,” says Rosa Brito Paulino, a CHA at Boswell. “This is a new agency, new program, new rules.”
And since Verbal’s feedback and scoring is available in real time during calls, CHAs can easily see if they’re on track and adjust their approach as needed, with minimal disruption to the client interaction.
“It helps hold [advocates] accountable because they can see in real time what they’re doing well [and] what they [can improve],” says Moore.
Paulino agrees: “It’s very helpful, because you don’t have to think about it. You are talking with [clients] and [it’s like] somebody’s helping you get things done…quick and professional.”
Indeed, Paulino finds Verbal so helpful, she likens the AI to a boyfriend: “[Verbal] knows everything I wanted,” she says, adding with a laugh:
Rosa Brito
Community Health Advocate
Enhanced feedback and performance reviews
Along with offering CHAs valuable guidance and ongoing training during calls, Verbal has given managers unrivaled insight into team performance, allowing leaders to identify potential areas of improvement and assess call quality at scale.
Before Verbal, Boswell managers could only conduct QA on a small sample of calls. Now, managers can get a clear sense of call quality on 100% of interactions.
Reviewing Verbal usage and compliance scores has even become a key part of Boswell’s quarterly evaluation process, allowing managers to provide hyper-specific, actionable feedback not only on best practices but also on communication issues like speaking pace.
Concrete improvement to call compliance
Over the course of its first three months as part of the Boswell team’s workflow, Verbal has driven a steady improvement in call quality and compliance scores.
At the beginning of its deployment of Verbal, the Boswell team boasted an average compliance score of 77%, meaning the average call showed 77% adherence to best practices. While that was a solid percentage, there was still room for improvement.
Over just three months, Verbal helped the Ria Health team boost those scores to 86% – a relative percentage increase of 12%.
77%
average adherence score in month 1
86%
average adherence score in month 3
Bottom line: No more murkiness
Verbal’s AI-powered compliance scoring and real-time feedback have offered Boswell’s leadership team a concrete framework for tracking and measuring care quality. Meanwhile, Verbal gives CHAs the insights they need to do their best work and ensure no client’s health or social needs are overlooked.
Looking ahead, Boswell plans to continue leveraging Verbal’s capabilities to further refine their best practices and drive staff training and development.
Desiree Moore
Community Partnerships Supervisor, Boswell
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