Operations Program Spotlight – Health Net Federal Services, LLC (HNFS)
Pearl began its partnership with Health Net in early 2022. The members of this talented team provided Managed Care Support to the Department of Defense for the TRICARE program. So, what does that entail? 😊
Pearl employees assist Health Net under the prime contract for the Military Health System. Through inbound calls, the CSRs provide health, medical and administrative support services to TRICARE – eligible beneficiaries and medical providers. Duties include researching inquiries concerning benefits and enrollment, documenting and updating client databases, providing information to customers, and regenerating copies of pertinent correspondence.
Since the launch of the program, the team has been able to maintain and surpass all the required performance goals. A few highlights are listed below:
Average over the last 6 Months:
AHT (Average Handle Time) – 430 seconds (Goal 460)
Quality – 96% (Goal 95%)
Call Handling – Pearl’s CSRs have averaged 30-40 calls per day, per agent. That works out to roughly 9,000 to 12,000 calls in a 30-day period handled by only 11 CSRs and 3 supervisors! HNFS has continued to praise the quality efforts of the Pearl team in maintaining such high scores.
Additionally, the movement they have done with AHT over the last several months while maintaining the quality performance needed for the program has been a positive call out in each Performance Management Review.
We would like to thank all the HNFS team members for their hard work and dedication to making this program so successful, please take a moment to review how below:
Operations Manager – Miguel Rodriguez (2 years) – Continued development of the supervisor team to reach new heights of performance.
Supervisor – Bobbijo Frailey (2 years) – Continued agent development and morning coverage support.
Supervisor – Cid Hernandez (1 year) – Continued agent development and mid-shift coverage support.
Supervisor – Porsha Smith (5 years) – Continued agent development and evening coverage support.
Trainer – Roslyn Grant (1 year) – Training all new hires for the program with exceptional preparation.
CSRs – Wathina Cateaux and Kathleen Acoba-Brown (1 year) – Essential in the Peer-to-Peer new hire training/shadowing after client training.
CSR – Zane Palmore (1 year) – Peer-to-peer new hire training.
CSRs – Tracie Harris, Joellen Krankey, Stephanie Lewis, Shalae Barlow, Michaela Cunningham, Kaylan Beasley, Glory Freeman, Joanne Roach – Thank you for your fantastic performance!
