Swot Analysis Paper

On October 21, 2014 Advisor received a telephone call from Elbert Parker, brother of client Kate Cunningham, who inquired on wanting to establish POA on the account for his sister. Advisor emails the Valic Affidavit form, and instructs Elbert to fax in a cover letter and the POA affidavit for Valic’s review. Elbert states his sister Kate is confused about her account and notifies advisor that her husband has passed away 4 ½ years ago.

Good job reaching out to the client directly to assist and replying back to the email to confirm your communication.

Lauren leads with who she is and why is calling, prior to asking if it's a okay to speak. Lauren recaps the client's concerns.

Reason being, Melissa Marentette oversees all of the Origination Cherwell emails except for the Email Team.

However, I have recently received some disturbing feedback from our some of our clients. We must address these issues and raise the professional standards of what we expect from our agents. Posted below is a new

- Relevant and effective noting. The client advises Anneilia of the reason for her call (how a change of hoi works and how that effects the payment), however, Anneilia misses the opportunity to note these details. It is important to detail the full scope of the call, as this will set our next team member up for success.

Control-(4:34) At this time Kelly spoke over the client to share the information listed on the payoff letter. Anytime the client is sharing info we should allow them to speak to ensure we are gaining all the details relating to their issue. Consider slowing rate of speech to match the client's pace and sharing the conversation.

Maintain control- (8:51-11:31) During this time, Talisha sets the expectations she will send the email while the client stays on the line. She keeps him on the line and hold dead air for over 2 minutes. We can maintain control by placing the client on hold or engage the client by building rapport.

The competitive intensity is relatively high due to close proximity of another major full service hospital, Gadsden Regional the 3rd largest investor owned chain in the US. Gadsden Region has an approved cancer program and offers services in neurology, psychiatry, obstetrics not offered by RRMC. UAB Medical Center which is ranked as one of America’s best hospitals known for patient care, education and research complex, several specialty hospitals, and 50 clinical services (Richards & Slovensky, 2004). Mountain View Hospital is not a direct competitor but influences the local healthcare by offering psychiatric and chemical dependency facilities and services to children, adolescents, and adults. Mountain View partnered

- Alaina does a good job of referring to the notes to see that the client called in the previous day to give verbal auth for the case transfer.

- Relevant and effective LJN's. Judy notes that the "client needed assistance with username." However, she misses the opportunity to note the actions that she took. It is important that we note the entire scope of the call, as this is how we communicate internally. For example: "updated username on client's behalf."

However, in a helpful attempt, she suggests conferencing the MB into the call to further assist. She sets expectations to place MSQ on hold.

Strong Intro- In the call introduction, Genise does a good job providing her name, however, she did not address the client by name. We address the client by name to personalize our calls and begin to build rapport with the client.

Relevant and effective codes- Julia does a good job in the call, however, she coded the call came in from the client directly. We should code as " Other QL team member call", to accurately code how the call came through for business purposes.

The client was cooperative during the session. The client came into the session with a positive attitude she was very compliant and egger. Her positive attitude made the session transition and flow smoothly.