What factors are contributing to the increased call volume to Collective Health's customer support team for prescription drug coverage inquiries this quarter?

Introduction

The increased call volume to Collective Health's customer support team for prescription drug coverage inquiries this quarter signals a potential issue in our product ecosystem. To address this challenge, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has there been a similar increase in call volume during this quarter in previous years?

Why it matters: Helps distinguish between cyclical patterns and new issues. Expected answer: No significant seasonal pattern observed. Impact on approach: If seasonal, we'd focus on capacity planning; if not, we'd investigate recent changes.

• Considering user segments, I'm curious about the demographics. Are we seeing this increase across all age groups, or is it concentrated in specific segments?

Why it matters: Identifies whether the issue is universal or segment-specific. Expected answer: Increase primarily in older age groups. Impact on approach: If segment-specific, we'd tailor our solution to that group's needs.

• Thinking about recent changes, have there been any updates to our prescription drug coverage policies or our communication about them in the last quarter?

Why it matters: Pinpoints potential internal triggers for the increase. Expected answer: Minor policy updates implemented last month. Impact on approach: If recent changes correlate with the increase, we'd focus on those specific updates.

• Regarding system performance, has there been any downtime or significant errors in our digital self-service tools for prescription inquiries?

Why it matters: Helps determine if technical issues are forcing users to call instead of self-serve. Expected answer: No major outages, but some intermittent slowdowns reported. Impact on approach: If technical issues are present, we'd prioritize fixing those to reduce call volume.