CRC is pleased to announce Sue Bothun, CSR 1 at its Austin, Minn., facility, was selected as its July 2017 Employee of the Month. Bothun, who has worked for CRC for over 17 years, was nominated for her suggestion to adjust a member's payment site so that it goes directly to the Smarthub site instead of the cloud portal screen where CSRs would have to select Smarthub from a dropdown list. The new process saves extra clicks, screen loadings and, most importantly, time. In her efforts, Bothun demonstrated CRC’s values of service excellence, continuous improvement, and member driven.

“Sue’s suggestion is so important because it shortens the length of time a CSR will spend on a phone call,” said Kerry Wylie, contact center manager at the Austin Center. “Billing calls tend to be lengthy anyway. Anything we can do to shorten a call helps us to handle more calls overall, giving our membership and their consumers a better customer experience.”

In recognition of being a CRC Employee of the Month, Bothun received four hours of PTO. Sue is also eligible for consideration for CRC’s 2017 Employee of the Year, which will be selected by CRC’s management team in late January 2018.