FiveStar WBR May 7th - May 13th 2023.pptx

Weekly Business Report

1. Weekly Business Report Leading Edge Connections Joseph Wilcox Kathryn Smith May 7th - May 13th Susan Swindall

2. Calls Handled Bi-Weekly QA Calibrations with the client Client approved additional scheduled Coachings Open Zoom Policy to offer additional support as needed Production: 7 Occupancy Agent Support Headcount Show Rate Quality Assurance 100% Highlights May 7th - May 13th 83% 1,106 88%

3. Dates Scheduled Headcount Actual Headcount Show Rate Absences Attrition 5/07/23 6 6 100% 5/08/233 7 7 100% 5/09/23 6 6 100% 5/10/23 7 7 100% 5/11/23 6 6 100% 5/12/23 6 6 100% 5/13/23 1 1 100% Attendance May 7th - May 13th Total 100% SHOW RATE 100%

4. May 7th - May 13th = 100% April 30th - May 6th = 96% Attendance Trends

5. Fivestar Billable Hours May 7th - May 13th Total Production hours reported Fivestar Reductions (Make Busy / ACW / etc) Total Billable Hours OTC (paid Out) Delta (paid in vs. Paid out) 306:11:00 (hh:mm:ss) 19:54:00 (hh:mm:ss) 286:60:00 (hh:mm:ss) 298:41:00 (hh:mm:ss) 11:41:00 (hh:mm:ss) Delta ( paid in vs. paid out) 11 hrs 41 min OTC Category Hours Pay Regular 298:41:00 298:41:00 Early Out 4:30:00 00:00:00 Make-Up Time 0:00;00 00:00:00 Planned Time Off 3:00:00 00:00:00 Tardy 00:00:00 00:00:00 Unplanned Time Off (absence) 12:00:00 00:00:00

6. Fivestar Data May 7th - May 13th

7. LEC Amwell Five Star Amwell Calls Handled: Cases Created: Case Creation %: Calls Handled: Cases Created: Case Creation %: Fivestar Data May 7th - May 13th

8. Areas of Improvement Make Busy 17% Utilization 45% Occupancy 83% QA 88% Make Busy% 19%- Utilization 80% Occupancy 85% QA Score 90%+ May 7th - May 13th Fivestar Goals

9. KPI Metric 4.30 -5.06 5.07 - 5.13 Make Busy 19% 17% Utilization 45% 45% Occupancy 81% 83% QA Score 81% 88% May 7th - May 13th KPI Highlights

10. Agents who receive 89% or lower receive weekly coachings Auto Fails HIPAA Reviewing KPIs & Adherence Utilizing Agent Resources (Scripts, Offering Cases, Teams, QG) Top Performers: QA Score Lowest Performers: QA Score Areas of Focus Weekly coaching time put towards lower scoring agents: Additional Coaching Time Team Avg Quality Assurance May 7th - May 13th 00%

11. Headcount Current headcount 6 (including Monique) 1 Attirtion - Lisa K Quality Assurance Encouraging consistency with use of scripts and cheat sheets HIPAA Updates to QA scoring Billable Hours Decreasing MB and ACW by offering case and notating call during the call Eyes on device monitor at all times Tracking computer issues and coaching times for billing purposes Case Creations Encouraging consistency Continue to monitor progress Coaching 30 min per agent per week Weekly Team Meeting Areas of Opportunity May 7th - May 13th

12. Meeting Notes Leadership Coverage/Expectations (headcount decrease to 6) Extra Focus on: HIPAA Scripts Attendance Trends of call volume throughout the year - influx vs dry seasons May 7th - May 13th