Coaching Tracker

Track coaching opportunities identified from ATA and Random audits

Total Coaching This Month

34

From ATA

22

From Random

12

Coaching Rate

28.3%

Transaction ID Source Channel CCR Category Description Score Identified UMR Acknowledged
062f0c65
ATA
 Chat CCR-4521
Job Knowledge

Advocate should not have sent claim for reprocessing — codes D7953 and D7956 are not covered.
85
 03/08/2026
1eaa662d
ATA
 Chat CCR-3892
Job Knowledge

Advocate gave incorrect claim status information — referenced wrong claim number.
78
 03/08/2026
a4f892c1
Random
 Call CCR-5103
Documentation

Address update not documented. Multi-member interaction incomplete.
91
 03/10/2026
d3e71bc4
Random
 Email CCR-4788
Communication

Template response not customized for the member's specific inquiry.
88
 03/10/2026
b7d34e82
Random
 Chat CCR-5210
Job Knowledge

Benefits verification incomplete — did not check dental rider limitations.
86
 03/12/2026
Top Coaching Categories (Last 90 Days)
Category Count % of Total Most Common Issue Trend
Job Knowledge 47 41% Incorrect claim reprocessing decisions
Documentation 28 24% Missing multi-member interaction notes
Communication 19 17% Incomplete email template responses
Accuracy — Benefits 13 11% Incorrect coverage determination
Policy & Procedures 8 7% Hold procedure not followed