HOS Leaderboard

HOS Leaderboard

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September 2024

288.64

Meisa

283.34

Melba

267.53

Leaderboard

00:00:00:00

Days

Hrs

Mins

Secs

Kelvin

Monthly Trends

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

Code Emergency Accuracy

Abandonment Rate

Department QA

HOS Leaderboard

Days

Hrs

Mins

Secs

00:00:00:00

October 2024

300

Deana

270

Kelvin

258.75

Leaderboard

Jesus

Monthly Trends

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

Code Emergency Accuracy

Abandonment Rate

Department QA

Next

HOS Leaderboard

00:00:00:00

Days

Hrs

Mins

Secs

November 2024

287.50

Lashonda

286.24

Meisa

285.87

Leaderboard

Deana

FY 25 Quarter 1 Winner

Code Emergency Accuracy

Abandonment Rate

Department QA

+ INFO

Code Emergencies for the Month

Total Emergencies 1223 Number of Incidents 2 Accuracy Percentage 99.84%

Top 3 Emergencies on Second Shift

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

Top 3 Operators with most Codes Sent

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

Winner!!!

Congratulation Deana!

Winner!!!

Congratulation Lashonda!

Leaderboard

1. Meisa 288.64

2. Melba 283.34 3. Kelvin 267.53

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

Code Emergencies for the Month

Total Emergencies 1223 Number of Incidents 2 Accuracy Percentage 99.84%

Top 3 Emergencies on Second Shift

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

Top 3 Operators with most Codes Sent

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

Let's Improve!

Not Ready Percentage Goal- 15% or Under

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

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"

Code Emergencies for the Month

Total Emergencies 1150 Number of Incidents 2 Accuracy Percentage 98.83%

Top 3 Most called Emergency in Feinberg

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

Top 3 Operators with most Codes Sent

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

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%

• 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.

Winner!!!

Congratulation Lashonda!

September Emergencies by Numbers

Total Emeregencies 1109 Number of Incidents 2 Accuracy Percentage 98.98%

Top 3 Most called Emergency

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

Top 3 Operators with most Codes Sent

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

Leaderboard

Kelvin 537.53

Melba 503.81 Deana 495.37

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

Let's Improve!

Not Ready Percentage Goal- 15% or Under

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

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

Leaderboard

1. Kelvin 788.63

2. Deana 781.24 3. Melba 756.24

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

1. Kelvin 788.63

2. Deana 781.24 3. Melba 756.24

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

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%

• 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.

Winner!!!

Congratulation Meisa!