Weekly Updates June 17, 2016

Weekly Stats Overall Stats – June 5-11, 2016 Weekly total 2,638 (+1) Average wait 5.08 minutes (-0.34) Greenlight Goal 25% of incoming call volume, actual 27.4% (+0.15%) Individual Stats

Reminder of Sat Call This coming Sat, June 18th at 9AM EST Please join my meeting from your computer, tablet or smartphone.

Break Reminders For colleagues with breaks greater than 15 mins, please remember:

You are entitled to these breaks. Please communicate as a team to ensure that breaks minimally disrupt our workflow. Use the suggested break times listed in the previous week’s updates as a general guide, however due to the dynamic nature of the ConsultQ, you may not be able to always take your 30 min break as suggested. 15 vs. 30 min breaks don’t have to be taken in the same order each day. Life happens and you may need to change the order at times. Set Qalerts at 15 mins while away from desk.

Spotlight On…. Sierra Smith, Senior Account Manager Role: Current Title: Senior Hospice Account Manager; Sierra is an integral part of the ProCare operations team at PHC based in Gainesville, GA, and has been with the company for almost 6 years. She has worked throughout the company gaining substantial knowledge beginning with ProCare on our PBM department. Sierra then moved to our Hospice department and has also worked with our QA department, as well as Conditions of Participations, and has managed many special projects. She has a thorough knowledge and experience with all of the ProCare HospiceCare applications and processes. As an Account Manager, Sierra is dedicated to working with her clients toward meeting their targeted goals. Working together with the client as a partnership, she will use them to build a secure, tightly managed plan focused on the client’s specific needs. Sierra believes that sustaining a professional relationship and providing personalized assistance is essential when matching clients with the appropriate Hospice plan services and benefits. She understands that each of her clients are in different stages of business, and as a result Sierra will continuously work with them to review achievements against their stated goals. She recognizes the importance of finding a tailored resolution for each of her client’s issues, and has proven the efficacy of her time efficient responses. Sierra is also a long time member of ProCare's Health and Wellness committee and well as the Customer Service committee.

Biography: Sierra Smith is not only just a long time employee at ProCare Rx, but she also models for University of North Georgia, and directs marketing and design for a flooring company, Floorsmith. Sierra is a volunteer and member of the Georgia Chess Association, National Chess Association, American Heart and Stroke Association, and several other organizations. Prior to her employment with ProCare Sierra used to swim with University of Georgia, and had plans to try out for the Olympics. She has lived in several different places, her favorite being St. Thomas, V.I. One day she would like to travel the world. In addition, Sierra loves to work on cars; in fact, she has built/modified just about every car she has ever owned. Currently she is driving a 2014 Hyundai Genesis Coupe 2.0T R-Spec, and yes, it has several modifications. Sierra is undeniably not your typical office job type of person. One may consider her as a venturing risk taker; she has skydived, parasailed, zip lined from the top of the Stratosphere Tower in Las Vegas, swam in a pool full of sharks, cliff dived, surfed, fished for sharks, scuba-dived, and raced/drifted in several public car events. Among other things, Sierra is extremely artistic; she can do anything from drawing, painting, tattoos, string art, sculpting, photography, hair styling, aerialist, contortionist, architecture, and agricultural art! Lastly, out of everything else in the world, Sierra’s absolute favorite thing to do is to spend time with her two little dogs, Bernie and Bells. She is an animal lover and will even rescue wild animals that are in need. On an ending note, Sierra would like to share a personal quote to our clinical pharmacist team “You know all of those things you’ve always wanted to do?” “You should go do them.” “Life is too short, and tomorrow is not guaranteed. Do what makes you happy, be with those that make you smile, and love the time you have been graciously gifted.” To read more on Sierra Smith, please feel free to visit her LinkedIn page at: https://www.linkedin.com/in/sierra-smith-21313660