New Business Model Training Matt Gill BWC Training

New Business Model Training Matt Gill - BWC Training Director

What is Training? The Knowledge and Skills required to do your current Job q q Technical Knowledge/Skills Human Knowledge/Skills

Training History n n n Training Team Looked at Anticipated Requirements Summarized in Training Matrix

Project Training Timeline Change Management Training Customer Care Strategies (BOB) Baseline Assessment EM/IM Skill Development Team Building Skills New Tools Training CDU Training

Change Management Training n February – August 2004 n Focus on Human Skills n Led by Pam Burton-Leadership and Professional Development Department

Change Management Training Four Components 1. 2. 3. 4. Whale Done Communications Tune Up Team Building Motivating for Extraordinary Service

Change Mgt. – Whale Done n Positive Working Relationships n Transitional Cycle n Whale Done Strategies

Change Mgt. – Communications n n n Effective communication Skills Identify customer expectations Four levels of communication Listening Strategies Conflict Resolution

Change Mgt. – Team Building n Successful Teams n Stages of Team Growth n Stakeholder and CCT needs

Change Mgt. – Motivating n Motivating for Extraordinary Customer Service n Create the right Environment n Motivating in New Business Model

Change Management n Champion Role in Change Management n MCO Champions

Customer Care Strategies (BOB) n n May Thru September 2004 Who is BOB anyway? q q q Current case management strategy Action plans in claims Partnering with employers on action plans Identifying integration points Focus on big three

Customer Care Strategies (BOB) n Why The New Business Model? q q q BOB has been so successful Take the best of BOB and standardize Institutionalize these strategies

Customer Care Strategies (BOB) n Cost Containment Team Project q q q Three teams integrated in Toledo Focus on best practices around cost containment Results will drive training

Customer Care Strategies (BOB) n n n BOB Overview Staffing Pursuit of Settlement

Baseline Assessment n n n October thru December 2004 A training Tool Pinpoints areas of additional training needs Vary by Job Description Baseline skill sets required to move forward

EM/IM Skill Development n n January to May 2005 Follow Up from Baseline Assessment CCT Cross Training Advanced Skill Training

CDU Training n n January thru January 2005 Training for the New CDU Both Human and Skills Training Parts will Include Field Staff

New Tools Training n n May Thru September 2005 Training IT Solutions q q q n Auto adjudication MCO Notes Customer Care Plan Just In Time Training

Team Building Skills n n June Through September 2005 Will Follow new team announcements

Advanced Training n n 2006 and Beyond To be determined once needs are assessed

Champion Role n n Share with your co workers Prepare them for what to expect Answer their questions Assure them we know training is important