Delays in medical device reporting can often stem from technicians not thoroughly probing incidents and determining device-relatedness. In this webinar, Dexcom will showcase how they used CallMiner's conversation intelligence platform to develop a scorecard that improved technician performance in incident investigations. By leveraging CallMiner’s insights, Dexcom enhanced the accuracy and timeliness of their medical device reporting.
Join this live session for healthcare operations and compliance leaders who can hear directly from Nadine Bilog (Manager, Quality Assurance) and Peter Bernardo (Senior Quality Analyst) at Dexcom about their strategy, learnings and compelling results from using CallMiner conversation analytics to improve technician performance.
Key Takeaways:
- Learn how Dexcom developed a performance scorecard with CallMiner to assess technician effectiveness in probing device-related incidents.
- Discover how CallMiner’s data helped Dexcom identify gaps in technician training and investigation processes.
- Explore how Dexcom implemented ongoing reporting and collaboration to sustain improvements in incident investigations.
Speakers:
Dexcom Inc.
With a profound dedication to quality and over 8 years of experience in the BPO and shared services industry—spanning medical, speech analytics, technical support, customer service, and sales— Nadine envisions a future where operational excellence is not just a goal but a standard.
Nadine's mission is to elevate our service delivery through strategic quality governance, honing in on key metrics that drive continuous improvement and exceptional outcomes for both patients and customers. As a leader, she is committed to inspiring and equipping her team with a clear vision and actionable strategies, fostering an environment where they can achieve their full potential and thrive.
Dexcom Inc.
Peter is currently a Senior Quality Analyst with over 11 years of experience in the BPO industry, specializing in health, sales, and collections. He has a strong background in quality assurance and process enhancement, demonstrating a talent for improving operational efficiency and enhancing customer experiences across various sectors. His skills include assessing and refining contact center performance, applying quality control practices, and using analytics to drive strategic improvements.
Peter is well-regarded for his ability to manage complex quality assurance projects, create training programs, and promote a culture of continuous improvement. His current efforts focus on refining quality assurance processes, analyzing performance data, and leading initiatives to enhance service delivery and customer satisfaction.
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