5 Reports to Help You Meaningfully Track Employee Output in Applied Epic
Operations | Natalie Thompson | Apr 14 2022
Do you want to know what reports to run to better track employee usage of your Applied software? Natalie Thompson, of Harbin Agency, provides five reports her team finds most useful for auditing agency activities. Discover how you, too, can guarantee that your agency or brokerage is following its written workflows and procedures while improving consistency among team members.
Our agency heavily utilizes and relies on attachment descriptions and folders. We have a daily Attachment Report, which provides a list of every attachment made by an account manager the day before. The report also shows every association of the attachment, such as whether it was attached at the policy level, activity level, etc., and includes the description given. We also look at Audit Reports, which show every attachment for that folder so that we can ensure the proper folder is being utilized for each attachment.
2. Activity Report
The Activity Report runs daily and provides a list of every activity entered by an account manager the day before. Harbin utilizes a “zero backlog” workflow through which certain tasks are handled on certain days of the week. The report helps us ensure that employees are following their zero backlog by seeing what they did the day before. It includes all activity notes, follow-up dates, etc. so that we can ensure the file is being properly documented, activities are closed or left open as needed, and follow-ups are set accordingly.
3. Service Summary Row Report: Endorsements Over 45 Days Old
Our agency does not place a service summary row in “issued” status until the endorsement has been received from the carrier. The Applied Epic Service Summary Row Report pulls all service summary rows in submitted — but not issued — status that are over 45 days old. At this point, we should have received the endorsement from the carrier within that timeframe. We find this report useful to show a carrier how many outstanding change requests are out there, as well as to help us gauge customer service with the carrier. Further, we are able to audit employees to ensure that they are processing and following up on outstanding endorsements to complete them as quickly as possible, which includes following our workflow through to the final step (i.e., placing the row in issued status).
4. Service Summary Row Report: In Process Over 30 Days Old
Similar to the preview report, this version of the Service Summary Row Report pulls all service summary rows with an “in process” status. This report helps us ensure that the workflows are followed through to completion of denoting that it is either submitted, if it has been sent to the carrier, or issued, if it has been received. When a policy is “in process” it is not locked down, and we do not like for service summary rows to be in process longer than needed.
5. Applied Analytics
At each of our monthly departmental team meetings, we look at the analytics data from the prior month and compare it to the same period the year before. Referencing Applied Analytics reports helps us to see that we are growing. We also use these reports to get a report of all new business written the month prior, as well as all lost business for that month. There have been times when someone noticed an account on the Lost Business Report that just did not have the status properly updated in Epic.
When it comes to reporting and auditing, there are many other audit features available such as Employee Productivity reports (which my agency does look at occasionally but has not formally implemented). Overall, we do not currently audit differently between those working in-office versus those remote, since we had remote team members prior to the pandemic. In the end, auditing helps us to manage the day-to-day and it is always heart-warming to see a team member notice the improvement they are making from audit report to audit report. When a team member sees improvements they’ve made on their own, it will always have a greater impact!
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Tags: Operations , employee engagement , Applied Analytics , ACN , Business Insights , People Management , Applied Software