Kober Attack Case Study Jennafer

Jennafer has a very good knowledge of the policy, procedures and protocol that govern all areas of her work for participants.She uses HIPAA in her verbal and written documentation. She works well with callers of all type in regards to explaining programs and then using information received to justify care plans and on needed adverse actions. She has command of the automated systems used and reaches out to supervision as needed. Jennafer is a continuous learner always improving her understanding.

Jennafer rates satisfactory overall with her quality of work. Improvement has been seen in meeting the 140 orders per month with the goal of increasing her production over the next rating period. Her written and oral skills are very good which make understanding her message clear both in emails and automated systems. Her customer service is excellent and she is timely in returning calls. Jennafer processes orders in a manner that has adequate justification and is with acceptable cost.
She tracks her interactions and often completes the task ahead of time. She demonstrates a calm and professional demeanor with management, co-workers and callers. She works the agent line diligently. Her being receptive to constructive criticism has resulted in a better work environment for