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Question 161 - Certified Health Cloud Accredited Professional discussion

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A payer is looking to optimize the workflow for its call center, which focuses primarily on members calling to check on the status of their prior authorization requests.

How should a consultant conduct discovery to define a workflow for these call center users?

A.
Identify personas and ask them to walk through a day in their life, taking notes and identifying opportunities for optimization.
Answers
A.
Identify personas and ask them to walk through a day in their life, taking notes and identifying opportunities for optimization.
B.
Use work from another project to inform the discovery, then review it with the IT department.
Answers
B.
Use work from another project to inform the discovery, then review it with the IT department.
C.
Build a proof of concept to present to the client and ask them for feedback.
Answers
C.
Build a proof of concept to present to the client and ask them for feedback.
D.
Research industry trends and develop a point of view, then present it to the customer for validation.
Answers
D.
Research industry trends and develop a point of view, then present it to the customer for validation.
Suggested answer: A

Explanation:

The best way to conduct discovery to define a workflow for the call center users is to identify personas and ask them to walk through a day in their life, taking notes and identifying opportunities for optimization. This approach will help the consultant understand the current state of the process, the pain points and challenges, the goals and expectations, and the potential solutions.

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asked 23/09/2024
Kunle Fodeke
44 questions
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