Programs Analysis and Determination

Added: Jul 08, 2008 5:16 pm The HAC administers a variety of health plans under the Department of Veteran Affairs. For more information please visit the HAC website at http://www.va.gov/hac/default/hacmain.asp. CSC provides customer service for veterans, beneficiaries, and health care providers in the areas of eligibility, claims status and adjudication, policy, and general questions about the programs offered. There will be approximately 140 customer service reps (CSR) by the time system is implemented.

The CSC has two needs:



Analysis of current systems and strategy - HAC CSC currently uses multiple tools and software programs to monitor, analyze, and report information. Communication channels include an IVR system for initial call contacts and web portal. CSC would like to probe the current uses of each system to determine the value of their current usage and abilities of potential advances.



Determine expansion strategy - HAC CSC would like to ascertain the functionality of each resource within the call center and potential for expansion. CSC would like to identify improvement opportunities to the current system based on industry best practices.