Contact Center Solutions Featured Article

May 08, 2008

MedSolutions' Call Center Recognized by J.D. Power and Associates

By Rajani Baburajan

MedSolutions, a radiology management services company, has been recognized by the J.D. Power and Associates Certified Call Center Program for “An Outstanding Customer Service Experience” for the second consecutive year.
 
MedSolutions said it is the only radiology management company to win this award. The company’s call center operation handles about 2.8 million calls per year from more than 200,000 physicians nationwide. It provides radiology management services for more than 25 million customers in United States. This includes Federal and state government agencies as well as various national and regional healthcare setups.
 
J.D. Power and Associates is an ISO 9001-registered global marketing information services firm. Headquartered in Westlake Village, California, it provides market research and forecasts, consulting, training and customer management services in various business sectors. It is a business unit of The McGraw-Hill Companies.
 
The primary assessment criteria of the J.D. Power and Associates award is the quality and satisfaction survey conducted by its team, sent to millions of customers on a regular basis. In order to qualify for an award, a call center must put forth a performance within the top 20 percent of the customer service for all call centers in the country.
 
“Our call center exemplifies the highest professional standards, with professional first-level responders, and specialist reviewers including registered nurses as well as medical directors who are actively practicing physicians and currently board certified in an area of clinical pertinence to the review request,” said Chris Crabtree, vice president of operations at MedSolutions, in a statement.
 
According to Crabtree, the company is expecting a remarkable business growth through the enhanced Web technology features. Currently, it expects 40 percent of business will come from Web site.
 
As part of the certification process, J.D. Power and Associates carried out an exhaustive external audit and a third party satisfaction survey. The criteria to be assessed were the company’s courtesy, knowledge and the concern for the customers. They also assessed the policies and procedures adopted by the company while addressing each call. The priority criterion for the award was the company’s commitment to the customers.
 
Apart from this, the J.D. Power and Associates conducted a detailed assessment of various organizational aspects such as training, recruitment, employee satisfaction, roles and responsibilities, and quality maintenance capacities. The audit ratings showed that MedSolutions delivers world-class service to the customers. J.D. Power and Associates certified both the operations divisions of MedSolutions in Tennessee and Florida,
 
According to Curt Thorne, CEO of MedSolutions, the consecutive recognition gained by the organization is a testament to their dedication to meeting the customer expectations.
 
“This independent and unprecedented validation of our dedication to excellence in radiology management again punctuates MedSolutions’ position as an ideal partner to the nation’s leading healthcare payers and government programs,” said Thorne.
 
Rajani Baburajan is a contributing editor for TMCnet.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Best Practices for Implementing a First Contact Resolution Program in the Contact Center, brought to you by Enkata.
 


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