Because it records every phone call and electronic fax by date and time stamp, as well as the names of the two people communicating, it’s easy to locate the trail if there is a problem with rudeness, incomplete use of scripts, or any other issue that stems from a lack of communication.
Slate and Fox lead teams that deal with scheduling or customer service issues, in addition to dealing with insurers and authorizations. Often, associates have to deal with people who tend to be less than courteous on the telephone, and who have short memories about their behavior. So they’ve used Trace as a behavior modification tool as well, both for associates and, sometimes, the people who call in.
“We’ve had clinical staff and physicians who are less than professional in their communications,” Fox says. “It’s surprising how this changes behavior not only when you play back what they said, but that they know you have that capability.”