PEG emerged in early 2007 from Accent’s continuous quality assurance process. The efforts of this group focused not only on improving operational processes, compliance and audit scores, but also on improving the skills of the recovery specialists that work our client’s business. To accomplish this objective, PEG was structured into three practices: desktop quality assurance, internal auditing, and process management.
In 2007, PEG’s many initiatives included adding additional Senior Quality Assurance Specialists to support Overpayment Identification and expanding internal quality assurance calibration sessions for Third Party Liability Identification and Recovery. Both of these actions help ensure consistency in recovery expectations as well as policies and procedures. The impact of the added staff will enable Accent to support additional audit volumes.
PEG has also implemented more frequent meetings between Operations to discuss identified Quality Assurance trends and to refine quality expectations. Overall, PEG’s efforts provided a more compliant, higher quality product to our clients, which minimized risk and generated greater revenue in a shorter period of time.
PEG’s efforts will continue to enhance performance at the desktop level and provide more timely development opportunities.
Launched in 2007, Accent’s Performance Enhancement Group (PEG) has implemented several value-added initiatives.