Highlights
36%
improvement in call compliance
100%
call QA coverage
Ria Health also faces unique challenges as an online-only treatment program. The transient nature of telehealth means that as easy as it is to connect with a patient, it’s just as easy for that patient to abandon treatment. Without the right approach and care standards, patients may disengage, potentially leading them to fall deeper into addiction or even lose their lives.
As such, Ria Health focuses heavily on call quality and driving a positive patient experience. Clear guidance on best practices, quality training and rigorous quality assurance (QA) standards are key to its success as both a business and a care provider. But assessing call quality is difficult, and Ria Health’s managers have historically been unable to quantify or track call quality at scale.
To tackle this problem, Ria Health’s leadership team turned to Verbal to optimize its clinical operations and transform its treatment program with live conversation intelligence. Verbal integrated seamlessly with Ria Health’s existing Zoom workflow, and this collaboration has allowed Ria Health to conduct QA on 100% of calls, improve staff training and feedback, and boost call compliance by 36% in just four months.
New frameworks for QA
To enhance Ria Health’s QA program and ensure every call met the organization’s quality and compliance standards, Verbal built a real-time call quality checklist and quality assurance (QA) scoring model based on Ria Health’s best practices.
This gave Ria Health’s leadership team a clear framework through which QA standards could be clarified for the team and call quality assessed.
Sonja Ranck
Senior Director of Clinical Operations
Powered by AI, the Verbal checklist offers Ria Health’s health coaches a responsive, step-by-step guide to successful patient conversations, including key topics to cover and steps required for compliance and privacy.
Verbal analyzes 100% of calls in real time and gives coaches feedback on next steps while highlighting best practices they may have missed. This ensures coaches are never unsure about best practices and helps them better connect with patients.
Automated QA scoring also allows managers to assess team performance and call quality at scale. Before Verbal, Ria Health 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
Kerri Reyes
Coaching Team Manager
A tangible boost to call quality
Over the course of its first five months as part of the Ria Health coaching workflow, Verbal has driven a steady, continuous improvement in call quality and compliance scores.
At the end of their first month using Verbal, the Ria Health team boasted an average QA score of 70% — in other words, the average call showed 70% adherence to best practices. While this showed that Ria Health coaches stuck to best practices the vast majority of the time, there was still clear room for improvement.
Over just four months, Verbal helped the Ria Health team boost those scores to 95% – a relative percentage increase of 36%.
70%
Average Adherence Score in Month 1
95%
Average Adherence Score in Month 5
Enhanced training and feedback
Along with allowing Ria Health managers to easily quantify and track call quality at scale, Verbal has helped the team improve its onboarding process for new hires and enhance ongoing coach training.
With its real-time guidance and QA scoring, Verbal can give new hires a clear path to follow, a quality score to aim for and reminders on potential areas for improvement. Instead of just sitting through videos or reading manuals, new coaches can learn by doing and get instant feedback on their performance.
Kerri Reyes
Coaching Team Manager
Ranck agrees, noting how Verbal’s checklist and QA scoring can not only teach new hires the steps they need to follow, but also help them put those steps into practice. In other words, Verbal helps Ria Health’s coaches get their reps in.
Sonja Ranck
Senior Director of Clinical Operations
Ranck agrees, noting how Verbal’s checklist and QA scoring can not only teach new hires the steps they need to follow, but also help them put those steps into practice. In other words, Verbal helps Ria Health’s coaches get their reps in.
Sonja Ranck
Senior Director of Clinical Operations
Verbal has also driven more comprehensive, helpful performance reviews, allowing managers to give coaches specific, actionable feedback based on all of their interactions, not just a small sample.
Ria Health has even started to incorporate their coaches’ Verbal scores into weekly one-on-ones with team leads. This helps them monitor adherence on both an individual and team level, identify top performers and offer additional coaching to staff where needed.
Sonja Ranck
Sr. Director of Clinical Operations
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