A Rapid Change To Business Processes Should Not Impact Your Clients

How COVID-19 Changed the Health Operations Landscape

Establish the framework.

  • Update crisis response business contingency plan

  • Rollout a comprehensive remote work initiative, complete with mass distribution of work-at-home kits

  • Develop new tools for workforce management, and quality and productivity tracking

Read more about setting up a successful framework for business contingency

Establish Framework
Data Protection

Ensure data protection.

Require employee acceptance of, and adherence to, administrative security controls for client and customer data.

Read more about what controls should minimally be put into place.

And more.

When the novel coronavirus arrived in the U.S. in early 2020, Convey immediately identified the need to transition to a remote workforce. Despite being governed by healthcare privacy laws and security standards, the company was highly successful in launching a work from home employee initiative in record time without any gap in its services to Medicare Advantage beneficiaries. Convey’s ability to quickly adapt to a pressing challenge resulted in positive outcomes in service level performance, client satisfaction, employee productivity, and employee attrition.

In this white paper, we illustrate:

  • how we rapidly implemented changes to business processes as we knew them

  • our establishment of a remote workforce framework that ensured client data was consistently protected and safeguarded

  • the success we encountered through effective leadership, action, teamwork, and communication