One Call Resolution

FreedomCare’s Pre-Care employees who are on the phones with caregivers and patients had been transferring calls to other departments a few times on a phone call, which was impacting the caller’s experience.

This course was designed to educate learners on why it was important to aim for one call resolutions, what good sounds like, and to give learners opportunities to use their critical thinking skills and dig deeper in a record before passing the call on to another department. After completing the training, Pre-Care team members increased their attempts to resolve the callers’ issues in one call, and callers’ negative feedback regarding multiple transfers decreased.