To address the growing demand for ABA therapy resulting from insurance coverage expansion, ESNorCal established a network of therapy providers. However, even with the additional providers, ESNorCal struggled to offer therapy schedules that met its clients’ needs and its service level agreements with Kaiser. Staff were frustrated by the manual data entry required to document care, communication barriers, unclear roles and responsibilities, and complaints from clients, Kaiser, and network providers.
As a result of ECG’s efforts, ESNorCal understood the state of the client placement process and was able to implement tactics to enhance controls and assign ownership of the process, increase the accuracy and usefulness of provider capacity information, and, ultimately, improve client placement capabilities. The new standard operating procedures enabled ESNorCal to identify, escalate, and address customer issues more consistently and efficiently. ECG’s accelerated process improvement approach empowered ESNorCal staff to transform how the organization serves its clients.