A question that always comes up when companies achieve a certain level of recognition of performance is whether this was a fluke or is just part of a company’s DNA that is sustainable over time. In the case of McKesson Specialty Health the answer is that it more than has what it takes to be an outstanding performer over the long run. The proof comes from the company’s Reimbursement, Access & Safety Services Solution Center having earned certification by BenchmarkPortal as a Center of Excellence for the sixth consecutive year.
As a quick reminder since many readers are familiar with BenchmarkPortal and the role it plays as an independent arbiter of contact center performance, the Center of Excellence distinction is based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
A service center that is certified as a Center of Excellence by BenchmarkPortal must meet or surpass rigorous standards of efficiency and effectiveness based on the center’s meeting or exceeding a number of key performance indicators (KPIs) as judged against their vertical market peers. Contact centers that demonstrate superior performance on cost-related and quality-related metrics compared with their industry peers earn the award, and the designation as a Top 100 call center is based on a more limited set of KPI metrics and compares the participant’s metrics across all industries. It is why such a designation is considered so prestigious.
The notice of the recognition cites the fact that of the thousands of contact centers from all industry segments in North America, the McKesson Specialty Health Solution Center was recognized as a 2014 Top 100 contact center, as well as a top ten center in the large-size category for healthcare support services.
“As a leading healthcare services organization, receiving this rigorous certification for yet another year provides assurance to patients, healthcare providers and manufacturers that we have an excellent program in place managed and staffed by highly skilled, dedicated individuals who are committed to delivering world-class service”
“Achieving our sixth consecutive Center of Excellence Award from BenchmarkPortal demonstrates a tradition of excellence and a commitment to maintaining a culture of quality,” said Heather Morel, vice president and general manager, Health Informatics, Reimbursement, Access & Safety Services for McKesson Specialty Health. “As a leading healthcare services organization, receiving this rigorous certification for yet another year provides assurance to patients, healthcare providers and manufacturers that we have an excellent program in place managed and staffed by highly skilled, dedicated individuals who are committed to delivering world-class service,” she noted.
The McKesson Specialty Health Solution Center fits the category of large-size healthcare support services well. Its Scottsdale, Arizona facility provides services that enable patients to access therapy quickly. The center has 900 agent seats. The agents that occupy those seats facilitate approximately 12 million patient and provider transactions for more than 300 products annually. The services provided range from reimbursement hotlines to patient assistance and educational programs, risk evaluation and mitigation strategies (REMS), as well as data gathering and marketing services. It serves the classic role of being the front line for patients and interactions for pharmaceutical and biotech manufacturers.
“We congratulate McKesson Specialty Health’s Solution Center on earning its sixth consecutive certification as a Center of Excellence,” said Bruce Belfiore, CEO, BenchmarkPortal. “This is a significant achievement within the service and support industry and demonstrates their long-standing commitment to providing customers an innovative, efficient customer service program that stresses service excellence and cost-effective service strategies,” he concluded.
What a nice way to not only end the year for McKesson but also a great place to set the bar for 2015, which given previous performance while set high is a goal McKesson relishes achieving. It is just what they do and clearly they do it very well.