Client Satisfaction Results
Results listed are through January 2005 to present.
Overall Satisfaction with Services: 4.9
(Scale of 1 to 5 with 1 = Strongly Disagree and 5 = Strongly Agree)
Percent of clients who would request the services of Persian Consulting again: 100%
Client Testimonials
" Persian Consulting provided an outstanding service to our organization. They exceeded our expectations. The training has had an immediate impact on our team. We are eager to work with them in the future."
"Exceptional company!"
"The best part of the training was the interaction between participants and trainer."
"Employee morale was significantly and positively influenced based on the services provided by Persian Consultants"
"Great job! You made the process painless."
“Persian Consulting has been a very valuable asset to our agency. Their knowledge and expertise with services and solutions has enhanced our Human Resource department so that we continue to develop and improve our overall capabilities."
"As a result of this training, I will definitely be able to teach or influence others in the stated learning objectives."
"The process used by Persian Consulting has helped our employees understand how they are being measured and provides supervisors with a method to objectively evaluate each employee."
"The training was the best presentation in terms of value added we've ever had here!!! We were really impressed with the whole in-service, it was awesome, timely and overall everyone felt it was a great learning experience."
"The presenters were very good speakers, very knowledgeable, and willing to answer questions."
"We have seen a positive change in our team's motivation to do well. The team we took to the training came back feeling empowered to make changes in their departments. The team walked away from the training with confidence in their personal communication styles. Several members of our team made positive changes in their departments within a day or two of the training."
"We were extremely satisfied with the quality and overall implementation of the strategic planning services provided by Persian Consulting. Your representatives took what tends to be a tedious process and made it simple and easy to implement. The process enabled staff to realize the scope and impact of our agency, thus improving their attitude. We look forward to continued services from Persian Consulting."
"The examples given to illustrate specific points were excellent!"
Training Evaluation Results
Results listed are through January 2005 to present.
Total Number Of Training Sessions Held: 35
Number of People Trained: 741
Overall Evaluation: 4.4 (Scale of 1 to 5 with 1 = Poor and 5 = Excellent)
Percentage of Participants that would recommend our training to others: 93%
Performance Based Job Descriptions with Linked Performance Systems
The Results Are In ~ A Case Study
Through years of research and refinement, Persian Consulting has developed a proprietary metrics based job analysis process and performance management model. Our process objectively defines responsibilities, involves employees, and provides supervisors with a no nonsense approach to managing employee performance. This process provides infrastructure that links employees to results. Without this linkage an organization loses tremendous opportunities for success.
CLIENT HISTORY
Persian Consulting worked on a job analysis project with the behavioral health department of a 28-year old human service organization that serves children and their families in the community. In 1997, the organization began providing behavioral health services and currently provides community based services in 23 counties and four states. In 1999, the client was billing the Office of Medical Assistance (MA) for services with a collection rate of 74%.
In 2000, the state MA program was reconfigured and in many counties management was given to private managed care organizations (MCO). With the advent of this change, each of the MCO ’s established their own billing and processing requirements. Today, over 75% of the client’s services are processed and billed through three distinct MCO ’s.
In order to survive in the new environment of managed care, the client’s Behavioral Health Operations Department established core strategic goals in the areas of billing, collections, authorization tracking, and customer and employee satisfaction. With the overall goals set, a partnership with Persian Consulting was developed to implement a performance based management system that would realistically set individual employee goals with input from all levels of management and employees.
THE TRANSFORMATION
The transformation from a cultural environment of entitlement to a performance based environment was extremely difficult to accomplish. Employees were skeptical of participating in the job analysis process as it would define their accountability. Several weeks into the project, one employee approached the Chief of Service Operations stating that he took his job with an understanding of the entitlement culture, moderate pace of work, and generous time off benefits and was not sure if he liked the process that would make him accountable. However, despite the obstacles, the process ultimately proved successful. Each employee in the behavioral health department was provided with a performance based job description including key measures directly linked to the supervisor’s job description. The linkage provides a continuous chain of achieving and maintaining goals and objectives with a spirit of TEAM.
MEASURED OUTCOMES
All billing was previously a fee for service and completed on a monthly basis. Now 75% of billing is completed weekly providing regular cash flow to the organization.
The collection trend increased to 99.4% and overall annual collections averaged 98.4% with only a 1.6% write-off.
Through the internal efficiencies that were created by virtue of the job analysis process, overall administrative costs within the department decreased by approximately 12% while adding additional revenue that was not previously captured.
The accuracy of data entry increased to an average of 98% for billing 100% of the time.
Check reconciliation and write-off recommendations are completed weekly and supported by a monthly reconciliation report.
All non-billable activity and service authorizations are tracked, monitored, managed, and reported on a weekly basis.
A centralized eligibility verification system was implemented to provide insurance eligibility and managed care information for each client and the program in which they are enrolled.
Customer satisfaction is measured quarterly and results trend between “satisfied” and “very satisfied” 100% of the time.
CONCLUSION
Once given the tools to succeed, the same employee who doubted the value of the process during the transformation was promoted to the Assistant Chief of Behavioral Health Services and has appreciated a salary increase of over 150%. The process also increased the organization’s ability to more accurately predict the long-term success of individuals placed in a team environment and ensured the right people were retained in the right position.
As a result of implementing the performance based job descriptions, the customer has realized improvements in employee productivity, efficiency, morale, and overall organization success. The project has more than paid for itself.
Have you ever thought a result oriented job description could be an effective investment of time and money? Persian Consulting has partnered with cross industry (i.e., manufacturing, health care, agriculture etc.) and public sector organizations to implement our proprietary performance based job descriptions and linked performance appraisals. Similar results are being measured in all sectors. You will accomplish more of your performance management objectives through implementation of our proprietary tools than with any other tools available.
