Greetings everyone.

Many staff around the state have asked that we take a look at our telephone system and make changes to meet our business needs. We heard you!

During the past 8 months we’ve done a lot of preparation to implement a Virtual Contact Center (VCC). Here is some general information on this project as we get ready to launch it. During the next month and a half, more information will be shared. The VCC will be utilized only by the Field Services Offices due to the funding associated with this project.

The Division has implemented BPR in 8 offices (Ketchikan,
Juneau, Muldoon, Sitka, Wasilla, Kenai, Homer and Fairbanks)!

Fairbanks implemented last week (July 11th) and
—they did a remarkable job!  Great work on the part of the eligibility
staff to work the new processes.

June Monthly Non-Medicaid Workload Report 6/27/2016

View the latest charts and tables.

What’s Happenin’:
We have four offices who have implemented BPR and the approved/denied numbers are very impressive! For staff who haven’t been through the process yet, approved/denied % is a direct reflection of One & Done, the primary method of reducing multiple/duplicate client contact on the phone and in the lobby. This process is working and it is wonderful to be able to see the data that confirms how efficient the division is becoming! Thank you!