From 2% to 100%: Automating Call QA for Health Plans

Most plans score a sliver of their calls and extrapolate. That works right up until it doesn't — a missed compliance phrase or a pattern of poor handoffs sits invisible in the 98% nobody listened to.

We look at what changes operationally when every call is scored automatically, and how teams turn that into something their supervisors actually act on.

What we'll cover

• Building a scorecard that survives contact with real calls
• Catching compliance misses before they become findings
• Coaching from patterns rather than anecdotes
• What this does to Star Ratings over a full cycle