Plan and manage customer service contacts

proc:6.2Processes cluster

Basis: APQC PCF level-2 process group (category when variant-only). 108 member capabilities, clustered mechanically.

Member capabilities

Analyze customer complaints response redressalanalyzeCustomerComplaintsResponseRedressal derived — 0 offerings Analyze customer informationanalyzeCustomerInformation derived — 0 offerings Assess customers gain insightassessCustomersGainInsight derived — 0 offerings Assign medical inquiryassignMedicalInquiry derived — 0 offerings Authorize product returnsauthorizeProductReturns derived — 0 offerings Authorize returnauthorizeReturn derived — 0 offerings Capture adverse eventscaptureAdverseEvents derived — 0 offerings Change update requisitionchangeUpdateRequisition derived — 0 offerings Complete candidate background informationcompleteCandidateBackgroundInformation derived — 0 offerings Conduct correspondence managementconductCorrespondenceManagement derived — 0 offerings Conduct pre employment screeningconductPreEmploymentScreening derived — 0 offerings Conduct provider claims appeals processconductProviderClaimsAppealsProcess derived — 0 offerings Create employee requisitions vacancy postingcreateEmployeeRequisitionsVacancyPosting derived — 0 offerings Cycle outcome results design patientcycleOutcomeResultsDesignPatient derived — 0 offerings Deliver opportunitydeliverOpportunity derived — 0 offerings Determine recruitment methodsdetermineRecruitmentMethods derived — 0 offerings Develop job descriptiondevelopJobDescription derived — 0 offerings Develop job requisitiondevelopJobRequisition derived — 0 offerings Develop patient care outreach programsdevelopPatientCareOutreachPrograms derived — 0 offerings Develop substitute hiring methodsdevelopSubstituteHiringMethods derived — 0 offerings Evaluate recruitment effectivenessevaluateRecruitmentEffectiveness derived — 0 offerings Forecast volume constituent service contactsforecastVolumeConstituentServiceContacts derived — 0 offerings Forecast volume customer service contactsforecastVolumeCustomerServiceContacts derived — 0 offerings Identify incidents adverse eventsidentifyIncidentsAdverseEvents derived — 0 offerings Identify substitute qualifications requirementsidentifySubstituteQualificationsRequirements derived — 0 offerings Identify substitute scheduling tracking toolsidentifySubstituteSchedulingTrackingTools derived — 0 offerings Identify upsell cross sell opportunitiesidentifyUpsellCrossSellOpportunities derived — 0 offerings Integrate customer informationintegrateCustomerInformation derived — 0 offerings Investigate incidents adverse eventsinvestigateIncidentsAdverseEvents derived — 0 offerings Maintain nurse line help deskmaintainNurseLineHelpDesk derived — 0 offerings Manage appeals grievancesmanageAppealsGrievances derived — 0 offerings Manage constituent complaintsmanageConstituentComplaints derived — 0 offerings Manage constituent service problemsmanageConstituentServiceProblems derived — 0 offerings Manage customer complaintsmanageCustomerComplaints derived — 0 offerings Manage customer informationmanageCustomerInformation derived — 0 offerings Manage customer service infrastructuremanageCustomerServiceInfrastructure derived — 0 offerings Manage customer service knowledgemanageCustomerServiceKnowledge derived — 0 offerings Manage customer service problemsmanageCustomerServiceProblems derived — 0 offerings Manage information requestsmanageInformationRequests derived — 0 offerings Manage internal external job postingmanageInternalExternalJobPosting derived — 0 offerings Manage medical inquiriesmanageMedicalInquiries derived — 0 offerings Manage new hire rehiremanageNewHireRehire derived — 0 offerings Manage patient care outreach programsmanagePatientCareOutreachPrograms derived — 0 offerings Manage pre placement verificationmanagePrePlacementVerification derived — 0 offerings Manage requisition datemanageRequisitionDate derived — 0 offerings Manage substitute teaching staffmanageSubstituteTeachingStaff derived — 0 offerings Monitor outcomes patient care outreachmonitorOutcomesPatientCareOutreach derived — 0 offerings Monitor participation compliance patient caremonitorParticipationCompliancePatientCare derived — 0 offerings Monitor quality constituent interactions servicemonitorQualityConstituentInteractionsService derived — 0 offerings Monitor quality customer interactions customermonitorQualityCustomerInteractionsCustomer derived — 0 offerings Monitor substitute use effectivenessmonitorSubstituteUseEffectiveness derived — 0 offerings Perform billing payment support processesperformBillingPaymentSupportProcesses derived — 0 offerings Perform member outreachperformMemberOutreach derived — 0 offerings Perform membership inquiry eligibility coverageperformMembershipInquiryEligibilityCoverage derived — 0 offerings Perform service analyticsperformServiceAnalytics derived — 0 offerings Perform trending analyticsperformTrendingAnalytics derived — 0 offerings Plan constituent service center operationsplanConstituentServiceCenterOperations derived — 0 offerings Plan constituent service work forceplanConstituentServiceWorkForce derived — 0 offerings Plan customer service contactsplanCustomerServiceContacts derived — 0 offerings Plan customer service work forceplanCustomerServiceWorkForce derived — 0 offerings Plan product informationplanProductInformation derived — 0 offerings Post requisitionpostRequisition derived — 0 offerings Process return record reasonprocessReturnRecordReason derived — 0 offerings Process returnsprocessReturns derived — 0 offerings Provide wellness informationprovideWellnessInformation derived — 0 offerings Provide wellness supportprovideWellnessSupport derived — 0 offerings Receive constituent complaintsreceiveConstituentComplaints derived — 0 offerings Receive constituent problemsreceiveConstituentProblems derived — 0 offerings Receive customer complaintsreceiveCustomerComplaints derived — 0 offerings Receive customer problemsreceiveCustomerProblems derived — 0 offerings Receive information requestreceiveInformationRequest derived — 0 offerings Receive medical inquiryreceiveMedicalInquiry derived — 0 offerings Receive member service grievancesreceiveMemberServiceGrievances derived — 0 offerings Receive provider claims grievancesreceiveProviderClaimsGrievances derived — 0 offerings Receive return requestreceiveReturnRequest derived — 0 offerings Recommend recommend candidaterecommendRecommendCandidate derived — 0 offerings Recruit source screen select employeesrecruitSourceScreenSelectEmployees derived — 0 offerings Report corrective action preventive actionreportCorrectiveActionPreventiveAction derived — 0 offerings Report incidentsreportIncidents derived — 0 offerings Report incidents risksreportIncidentsRisks derived — 0 offerings Request invoicerequestInvoice derived — 0 offerings Request payment statusrequestPaymentStatus derived — 0 offerings Resolve constituent complaintsresolveConstituentComplaints derived — 0 offerings Resolve constituent problemsresolveConstituentProblems derived — 0 offerings Resolve customer problemsresolveCustomerProblems derived — 0 offerings Resolve incidents adverse eventsresolveIncidentsAdverseEvents derived — 0 offerings Retrieve correspondence image upon requestretrieveCorrespondenceImageUponRequest derived — 0 offerings Route constituent complaintsrouteConstituentComplaints derived — 0 offerings Route customer complaintsrouteCustomerComplaints derived — 0 offerings Route information requestsrouteInformationRequests derived — 0 offerings Schedule constituent service work forcescheduleConstituentServiceWorkForce derived — 0 offerings Schedule customer service work forcescheduleCustomerServiceWorkForce derived — 0 offerings Schedule repair appointmentsscheduleRepairAppointments derived — 0 offerings Screen select candidatesscreenSelectCandidates derived — 0 offerings Send payment remindersendPaymentReminder derived — 0 offerings Submit return authorizationsubmitReturnAuthorization derived — 0 offerings Supply pre pcp visit supportsupplyPrePcpVisitSupport derived — 0 offerings Support customer complaints servicesupportCustomerComplaintsService derived — 0 offerings Support customer deliver status inquirysupportCustomerDeliverStatusInquiry derived — 0 offerings Support customer financial inquirysupportCustomerFinancialInquiry derived — 0 offerings Support customer order status inquirysupportCustomerOrderStatusInquiry derived — 0 offerings Track candidatestrackCandidates derived — 0 offerings Track correspondencetrackCorrespondence derived — 0 offerings Track medical inquirytrackMedicalInquiry derived — 0 offerings Track work force utilizationtrackWorkForceUtilization derived — 0 offerings Update billing payment profileupdateBillingPaymentProfile derived — 0 offerings Validate information request complies regulationsvalidateInformationRequestCompliesRegulations derived — 0 offerings Verify receipt return goodsverifyReceiptReturnGoods derived — 0 offerings