Johnson, Sharon A.
Our team performed a Six-Sigma analysis on the customer service call center of Fallon Community Health Plan (FCHP), a non-profit health insurance provider in Worcester, Massachusetts. Through root cause analysis into the customer service center's call volume, a series of overturned appeals cases, and member portal usage statistics, we were able to make recommendations on regional service, advertising, and data validation. These proposed process design changes are expected to decrease call volume and increase customer satisfaction.
Worcester Polytechnic Institute
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