Reports
Internal Analytics . Confidential

Call Analysis and Quality Standards

A department-by-department look at how each Newlin team handles its calls, where the opportunities are, and the shared quality standard every call is held to. Access restricted to authorized Newlin and Novact.ai staff.

What this is. We reviewed how each client-facing department actually works its calls, by role and by function, using the call data and AI-transcribed call review. For every team there are two pages: an analysis of what the team does and where the opportunities are, and a Communications Excellence standard for the staff on that team.

The quality approach. Every call is scored on three simple things, the same across every team: professionalism, communication, and satisfaction. Alongside the scores are a handful of best practices, what a great client call sounds like. The goal is to help everyone hear what great sounds like and do more of it: recognize standout calls and coach the rest. Patterns, not people: these pages carry no individual client or staff names.

Start here

Overview
Firm-Wide Call Analysis and Quality Standards
How the firm handles its calls by department and role: volume and handle time across all five teams, what the numbers show, the quality opportunity map, and the shared three-score standard with best practices.

Department Analysis and QA

Initial Application
Analysis
Initial Application: Function, Opportunities, and QA
The foundation team: the deep intake interview that builds the claim, why data accuracy decides outcomes downstream, and where the quality focus goes.
PreHearing
Analysis
Client Concierge: Function, Opportunities, and QA
The inbound front door: what the team does, where the opportunities are, and how the shared quality standard applies to every inbound call.
PreHearing
Analysis
Case Status: Function, Opportunities, and QA
The SSA status-retrieval engine: the hold-and-yield reality, keeping the long calls clear and warm for the client, and where the quality focus goes.
PreHearing
Analysis
Decision Support: Function, Opportunities, and QA
The appeals engine: outbound denial outreach and appeal intake, the re-ask and trust opportunities, and where the quality focus goes.
Hearing
Analysis
Hearing: Function, Opportunities, and QA
The highest-stakes hearing-prep engine: the inbound miss pattern, the records and attorney-coordination gaps, and quality focused on hearing-prep skill.

Team Standards (for staff)

Initial Application
Standard
Initial Application: Communications Excellence
The interview that builds the claim: warm and complete, getting every detail exactly right, and reassuring the confused client about who we are.
PreHearing
Standard
Client Concierge: Communications Excellence
The staff-facing standard: the call arc, owning the open, and what great sounds like.
PreHearing
Standard
Case Status: Communications Excellence
Clear answers, warmly delivered: plain language, checking for understanding, and handling the hold.
PreHearing
Standard
Decision Support: Communications Excellence
Hard news handled with care: delivering a denial with reassurance, running intake without interrogating, and de-escalation.
Hearing
Standard
Hearing: Communications Excellence
Preparing a client for the most important day of their claim: demystifying the hearing, coaching honest answers, and honesty over false hope.

Operations

Operations
Reception Call Analysis
Where main-line calls come from and what they are about: overflow, agencies and providers, and making sure each caller reaches the right place.
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