IEHP Process Improvement Facilitator
In some ways, Tiffani Thompson is a detective.
Her investigations as a process improvement facilitator are meant to root out the cause behind a process that isn’t working. But her work doesn’t end there. She also teams up with various departments to solve their issues.
“Quality is always in the forefront. It’s the key that drives our performance improvement initiatives,” she said.
Take for example, the six months she spent working with Member Services to improve response rates, improve Members’ call experiences and enhance outcomes. Tiffani and the team wanted to know why Members were calling back regarding the same issue or why they were hanging up before speaking to a representative.
It turned out, the answers weren’t the most obvious, requiring a more focused and strategic approach to the project that is still ongoing. Education and training are also important components when it comes to process improvement.
“The best part is seeing a department have its ‘Ah-ha’ moment. That’s when everyone lands on the same page and when the road to get to the best outcome becomes clear,” Tiffani explained.
She shared that she’s noticed a change in the culture when it comes to performance improvement initiatives. Front-line Team Members are feeling more and more empowered to bring issues to their leaders through daily huddles or rapid improvement events. Tiffani says that shows how committed her colleagues are to delivering great Member experiences across the organization.
“They have first-hand knowledge of what’s working and what can be better. We’re becoming more proactive when it comes to performance improvement and that is only going to benefit our Members,” she said.