We have a representative group here, eight people from labor and two managers. We had a conversation about this backlog. Now that our call volume is not as crazy as it was, we have to do a burn-down plan to get that inventory down. Our representative group went off and figured everything out. Having a UBT that works well makes my job so much easier. It’s a great thing—not just because they have a plan to work down the inventory, but because we’re responding to members who have some kind of question with their billing.
Bernie Nadel, director of Customer Service and Call Center Operations, management (Southern California)