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 a light QA rubric and communication standards to bring every team into the program. Access restricted to authorized Newlin and Beach Media 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, where the opportunities are, and how it joins the QA program, and a Communications Excellence standard for the staff on that team.

The QA approach. One shared, light rubric across every team: seven simple call fundamentals plus a rapport score, weighted for what each team needs most. The goal is to get everyone in the game first, recognize great calls and coach the rest, then build toward accountability. Patterns, not people: these pages carry no individual client or staff names.

Start here

Overview
Firm-Wide Call Analysis and QA Rollout
How the firm handles its calls by department and role: volume and handle time across all five teams, what the numbers show, the opportunity map, and the shared QA rubric and rollout plan.

Department Analysis and QA

Initial Application
Analysis
Initial Application: Function, Opportunities, and QA Launch
The foundation team: the deep intake interview that builds the claim, why data accuracy decides outcomes downstream, and QA weighted to accuracy and routing.
PreHearing
Analysis
Client Concierge: Function, Opportunities, and QA Launch
What the team does, where the opportunities are, near-term solutions, and the plan to start a human-in-the-loop QA program.
PreHearing
Analysis
Case Status: Function, Opportunities, and QA Launch
The SSA status-retrieval engine: the hold-and-yield reality, the automation opportunity, and folding the team into the QA program.
PreHearing
Analysis
Decision Support: Function, Opportunities, and QA Launch
The appeals engine: outbound denial outreach and appeal intake, the re-ask and trust problems, and the automation opportunity.
Hearing
Analysis
Hearing: Function, Opportunities, and QA Launch
The highest-stakes hearing-prep engine: the inbound miss problem, the records and attorney-coordination gaps, and QA weighted to 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 the routing case.