Call Quality & QA

Quality review used to be a sample

Before AI, call quality review meant a manager listening to a few recorded calls a month, if the phone system recorded at all. Most calls were never heard by anyone but the patient and the person who answered.

With Katie, every call produces the same structured summary, so review can start from the summaries rather than from audio. You can read a week of calls in the time it used to take to listen to a handful.

A weekly review routine

A short weekly session is usually enough once the first weeks settle. Earlier on, look more often.

Use the same checklist each time so reviews are comparable from week to week, and so a different person can run the review when the usual owner is out.

• Read the calls that ended in a transfer and ask whether Katie could have finished them
• Read the calls marked urgent and check each was handled under your rules
• Check a handful of bookings against the eClinicalWorks schedule for visit type and length
• Look for questions Katie could not answer because your practice information was missing
• Note any caller who asked for a person and how quickly they reached one

Fixing what you find

Most problems are rules, not the AI. A missing visit type, a transfer line that rings an empty desk, an office closure nobody entered, a question about parking with no answer on file. Each is a quick change, and the change applies to every later call.

Clinical concerns are different. If a summary suggests a clinical call was not escalated the way your physicians expect, review the rule with the physician who owns it before changing anything.

Checking the paperwork too

If you use MedReception Autopilot, spot check that summaries are filed to the right charts in eClinicalWorks and that staff are acting on them. The best summary in the chart does nothing if nobody reads it.

Look at the human side of the loop as well. A booked appointment that staff later moved, or a refill request that waited two days for a nurse, shows where the process after the call needs attention.

Keeping a change log

Write down each rule change and why it was made. When a physician later asks why a certain call is now transferred instead of booked, the answer is a line in the log rather than a guess. It also keeps rule changes from quietly undoing each other when more than one person is making them.