“Productivity Paranoia” and What It Means for Remote Work

By Carol Verderese

Remote work seems here to stay, and controversy along with it. Disney, Google, Amazon, Starbucks, and Tesla are among the high-profile companies calling workers back to the office for at least a few days a week, sometimes provoking strong opposition. Amazon workers, for example, staged a walkout to protest the company’s return-to-office (RTO) policy, and […]

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Improving Medicare Advantage Retention: One Member at a Time

By Carol Verderese

With first-wave baby boomers now in their 70s and roughly 10,000 Americans turning 65 each day, Medicare Advantage plans are the fastest-growing segment of the health insurance market. In 2023, 30.8 million people are enrolled in a Medicare Advantage plan, accounting for just over half, or 51%, of the eligible Medicare population. While this sounds […]

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Generative AI: Friend or Foe in the Call Center?

By Carol Verderese

In this increasingly digital world, sometimes the only thing that will satisfy our customer service needs and make us feel we’ve been understood is live interaction with a fellow human being. Yet many companies remain challenged by staffing shortages as today’s expectations of operational efficiency and consumer experience test the endurance of agents facing back-to-back […]

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Is It Time to Double Down on Remote Work?

By Don Hubman

The pendulum swings fast when it comes to the so-called future of work. In the nearly three years since the pandemic pushed remote work into the mainstream, the work from home vs. on-site debate has raged in almost every industry sector. As early as 2021, 14% of Fortune 100 companies issued return-to-office mandates, but with […]

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Surgeon General’s Workplace Strategies for Restoring Social Connection—Lessons from Our Remote Workforce Innovation Laboratory

By Carol Verderese

You might say we saw it coming. In 2009, when our then fledgling business processing outsourcing company transitioned to a fully remote workplace, one of our biggest concerns was that the isolation and loneliness of working from home could derail our momentum. We knew intuitively and from our research that the need to connect socially […]

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Efforts to Reform Prior Authorization Gaining Traction

By Carol Verderese

The practice known as prior authorization has become the poster child for good intentions gone awry in healthcare. Conceived to prevent unnecessary or low-value medical services by requiring an insurer’s approval prior to ordering certain procedures, tests, or treatments, the process has come under fire by provider organizations for creating barriers to necessary care. In […]

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Spend Less Time on Paperwork and More Time on Your Patients

By Carol Verderese

We’ve seen the writing on the wall—and on clinicians’ computers—for some time now. As far back as 2016, a  study of U.S. physicians found that for every hour of direct face time with patients nearly two additional hours were spent on electronic health record (EHR) tasks and desk work, often spilling over to time at […]

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End of PHE Could Cause Some to Rush Painstaking Credentialing Processes

By Carol Verderese

Credentialing Crunch as PHE Expires The announcement by the Department of Health and Human Services (HHS) that the COVID-19 public health emergency (PHE) will end on May 11th signals a return to normal for providers and payers required to verify the professional records that qualify a clinician to practice medicine. This formal process, known as […]

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Prescription for Walking Could Benefit Call Center Employees

Prescription for Walking Could Benefit Call Center Employees

By Carol Verderese

It’s a fact of modern life that the human body was not designed for sitting long hours in front of a computer. Common aches and pains offer everyday proof. Less obviously, however, sitting for uninterrupted stretches impairs the body’s ability to prevent the build-up of plaque that restricts blood flow to the heart. In one […]

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Virtual Training in the Call Center: What We’ve Learned Over a Decade

By Carol Verderese

In the dizzying year of 2020 when working from home became the so-called “new normal,” BroadPath posted our work from home maturity model as a roadmap for companies abruptly forced to leave brick-and-mortar behind. Remote work was largely uncharted territory for these organizations, so our decade’s worth of experience as a 100% remote BPO became […]

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