Prescient Healthcare Group Interview Questions and Answers

SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are metrics used to measure performance and quality of service.

• SLAs are agreements between a service provider and a customer that define the level of service expected.

• KPIs are specific metrics used to evaluate the performance of an individual, team, or organization.

• In my current role, applicable SLAs may include response time to customer inquiries, r...read more

Different types of SLAs or KPIs applicable for a Call center MICC team

• Average Speed of Answer (ASA)

• First Call Resolution (FCR)

• Service Level Agreement (SLA)

• Customer Satisfaction Score (CSAT)

• Abandonment Rate

• Average Handle Time (AHT)

I have a strong understanding of audits, including their purpose, process, and importance in ensuring compliance and accuracy.

• Audits are systematic examinations of financial records, processes, or procedures to ensure accuracy and compliance.

• They are conducted by internal or external auditors to identify errors, fraud, or areas for improvement.

• Audits can be financial audits, operational audits, compliance audits, or in...read more

I typically start my day by reviewing my schedule and prioritizing tasks. My daily work routine involves delegating tasks, providing guidance to team members, and ensuring operations run smoothly.

• Review schedule and prioritize tasks

• Delegate tasks to team members

• Provide guidance and support to team members

• Ensure operations run smoothly and efficiently

Handled grievances related to scheduling conflicts, performance issues, and interpersonal conflicts.

• Resolved scheduling conflicts by adjusting shifts and responsibilities

• Addressed performance issues through coaching and performance improvement plans

• Mediated interpersonal conflicts between team members to improve communication and collaboration