HOS Leaderboard

This area is dedicated to highlighting common errors observed within the department

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Monthly Trends

Department QA

Abandonment Rate

Code Emergency Accuracy

Kelvin

267.53

Meisa

Secs

288.64

Melba

Mins

283.34

Hrs

Leaderboard

Days

September 2024

HOS Leaderboard

00:00:00:00

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This area is dedicated to highlighting common errors observed within the department

00:00:00:00

Deana

300

Secs

Mins

Hrs

Monthly Trends

Days

Department QA

Abandonment Rate

Code Emergency Accuracy

Jesus

258.75

Kelvin

270

Leaderboard

October 2024

HOS Leaderboard

FY 25 Quarter 1 Winner

285.87

Lashonda

287.50

Department QA

Abandonment Rate

Code Emergency Accuracy

Deana

Meisa

286.24

+ INFO

Leaderboard

Secs

Mins

Hrs

Days

November 2024

HOS Leaderboard

11:13:37:33

Winner!!!

Congratulation Deana!

Winner!!!

Congratulation Lashonda!

1. Meisa 288.64

4. Ellie 250.45 5. Lashonda 198.44 6. Jesus 196.88 7. Deana 195.37 8. Chanel 193.75 9. Rheena 185.85 10. Sheena 182.11 11. Charles 179.54 12. Brieana 177.63 13. D. Adams 164.86 14. D. Nesbit 159.64 15. Delores 139.85

Leaderboard

2. Melba 283.34 3. Kelvin 267.53

1. Jesus Napoles 1142. Kelvin Lewis 113 3. Melba Tate 108

Top 3 Operators with most Codes Sent

1. Neo Delivery 1112. Stroke 1 79 3. Rapid Response 76

Top 3 Emergencies on Second Shift

Total Emergencies 1223 Number of Incidents 2 Accuracy Percentage 99.84%

Code Emergencies for the Month

1. Use Polite Phrases: Keep the caller informed about what you’re doing.2. Engage in Small Talk: If appropriate, ask the caller about their day, the weather, or any pets or kids you might hear in the background. 3. Narrate Your Actions: Let the caller know what you’re doing, such as “I’m just pulling up your account details” or "I’ll need a moment to check that information for you"

1. Stick to your break schedule2. Return from breaks on time 3. Remember to completely log off from Spok at the end of your shift

Minimizing Dead Air

Not Ready Percentage Goal- 15% or Under

Let's Improve!

1. Chanel Campbell 1182. Jesus Napoles 114 3. Kelvin Lewis 102

Top 3 Operators with most Codes Sent

1. Stroke Team 1 1442. Rapid Response 136 3. Trauma 74

Top 3 Most called Emergency in Feinberg

Total Emergencies 1150 Number of Incidents 2 Accuracy Percentage 98.83%

Code Emergencies for the Month

• Total calls 13,635
• Total emergencies 291
• Emergency accuracy 99.66%
• Total AHT calls 127

Kelvin loves crab legs and enjoys spending his free time paragliding. He's a Hillman College alum with a 5.9 GPA and he's also a Packers fan.

Kelvin Lewis

Winner of the fist quater FY 25 Leaderboard. In the past 3 months Kelvin has had an average of 12.80% not ready percentage and an average QA score of 91.13%

1. Melba Tate 1082. Danielle Nesbit 96 3. Meisa Caldwell-Jackson 94

Top 3 Operators with most Codes Sent

1. Neo Natal Delivery 2322. Rapid Response 197 3. Stroke Team 1 167

Top 3 Most called Emergency

Total Emeregencies 1109 Number of Incidents 2 Accuracy Percentage 98.98%

September Emergencies by Numbers

Kelvin 537.53

Jesus 455.63 Meisa 421.51 Ellie 413.32 Chanel 393.58 Lashonda 389.28 Brieana 360.76 Charles 359.99 Rheena 354.36 D. Adams 351.74 D. Nesbit 327.60 Delores 321.67 Sheena 321.36

Leaderboard

Melba 503.81 Deana 495.37

1. Ask for permission before putting a caller on hold2. Update the caller if hold time is exceeding 2 minutes 3. Apologize for Delays 4. Thank the caller for holding when returning from a hold

1. Stick to your break schedule2. Return from breaks on time 3. Remember to completely log off from Spok at the end of your shift

Hold Procedures

Not Ready Percentage Goal- 15% or Under

Let's Improve!

1. Kelvin 788.63

4. Meisa 707.75 5. Ellie 697.07 6. Lashonda 676.78 7. Jesus 637.51 8. Danielle N. 604.66 9. Chanel 559.06 10. Rheena 549.82 11. Brianna 536.36 12. Danielle A. 535.07 13. Charles 534.29 14. Delores 521.67 15. Sheena 365.98

Leaderboard

2. Deana 781.24 3. Melba 756.24

Winner!!!

Congratulation Meisa!

Winner!!!

Congratulation Lashonda!

1. Jesus Napoles 1142. Kelvin Lewis 113 3. Melba Tate 108

Top 3 Operators with most Codes Sent

1. Neo Delivery 1112. Stroke 1 79 3. Rapid Response 76

Top 3 Emergencies on Second Shift

Total Emergencies 1223 Number of Incidents 2 Accuracy Percentage 99.84%

Code Emergencies for the Month

• Total calls 13,635
• Total emergencies 291
• Emergency accuracy 99.66%
• Total AHT calls 127

Kelvin loves crab legs and enjoys spending his free time paragliding. He's also a Packers fan.

Kelvin Lewis

Winner of the fist quater FY 25 Leaderboard. In the past 3 months Kelvin has had an average of 12.80% not ready percentage and an average QA score of 91.13%

1. Kelvin 788.63

4. Meisa 707.75 5. Ellie 697.07 6. Lashonda 676.78 7. Jesus 637.51 8. Danielle N. 604.66 9. Chanel 559.06 10. Rheena 549.82 11. Brianna 536.36 12. Danielle A. 535.07 13. Charles 534.29 14. Delores 521.67 15. Sheena 365.98

Leaderboard

2. Deana 781.24 3. Melba 756.24