Customer Service
J.D. Power and Associates Reports: HealthFusion Recognized for Providing "an Outstanding Customer Service Experience" For a Second Consecutive Year
HealthFusion® is setting the industry standard for customer service. We strive to not only respond to our customer service concerns but to anticipate our customers' needs ahead of time. HealthFusion is the only Web healthcare software service for physicians to be recognized nationally by J.D. Power and Associates, an impartial third party.
J.D. Power and Associates has recognized HealthFusion as a company that provides
“an Outstanding Customer Service Experience” for a second consecutive year in a row.
It is not easy to achieve this level of recognition.
When you subscribe to the HealthFusion system, you are assured that:
- Our team is U.S.-based and easy to communicate with.
- We want your input – a survey tool is available on every page of our software application for your feedback.
- Our team is well trained – and they are required to attend classes (even after they are hired).
- They understand HIPAA – our internal HIPAA and Privacy Director certifies each team member.
Not only do our customer service representatives respond to all questions in a timely fashion, but they routinely monitor each account to identify and resolve concerns... often before our customers are aware of them. HealthFusion's Claims AngelTM Program monitors claim rejections and automatically contacts the customer, suggesting ways to eliminate the problem so claims can be processed quickly.
Information technology companies spend a lot of time with code, networks and machines, but many forget the important human element that cannot be dismissed when selecting a software partner. That human element is the superior service that is part of every HealthFusion software subscription.
When you choose HealthFusion, you choose a team of customer care representatives that have worked hard to earn the recognition they have received and will work just as hard to earn your trust.
About J.D. Power and Associates Certification
Each year, J.D. Power and Associates surveys millions of consumers around the world to gather their opinions and expectations about the products and services they purchase.
This information is used to compile rankings based on product quality, customer satisfaction, or other industry-specific metrics that gauge company performance.As an example, you may have noticed that brands such as Lexus have achieved award status from J.D. Power and Associates.
In the case of HealthFusion, J.D. Power and Associates has recognized our customer service team as a team that provides “An Outstanding Customer Service Experience”.
To become certified by J.D. Power and Associates, the HealthFusion call center located in Solana Beach, CA, successfully passed a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of HealthFusion customers who recently contacted our call center.
For certification status, a call center must also perform within the top 20
percent of customer service scores, which are based on benchmarks established
in J.D. Power and Associates’ cross-industry customer satisfaction research.
The criteria used include evaluation of: courtesy; knowledge; concern for the
customer; usefulness of the information provided; convenience of operating hours;
ease of reaching a representative; and timely resolution.
J.D. Power and Associates Press Release
J.D. Power and Associates Reports: HealthFusion Recognized for Providing an Outstanding Customer Service Experience For a Second Consecutive Year
WESTLAKE VILLAGE, Calif.: 2 March 2010-- HealthFusion has been recognized for call center operation customer satisfaction excellence for a second consecutive year under the J.D. Power and Associates Call Center Certification Program.SM The Call Center Certification Program distinction acknowledges a strong commitment by HealthFusion's call center operation to provide "An Outstanding Customer Service Experience."
To become certified, HealthFusion's call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of HealthFusion customers who recently contacted its call center.
"For a second consecutive year, HealthFusion has demonstrated its commitment to deliver high-quality service to customers contacting its call centers," said Mark Miller, director of certifications and solutions at J.D. Power and Associates. "Call center customers are particularly pleased with the customer service representatives, who received high ratings for their courtesy and concern."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The evaluation criteria include courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
"At HealthFusion, we strive to not only respond to our customer service concerns but to anticipate our customers' needs ahead of time," said Dr. Sol Lizerbram, chairman of HealthFusion. "This is particularly important in the complicated world of medical billing and patient records, and as more physicians look to implement electronic health record systems or EMRs. Our commitment to every customer to resolve their concerns or questions quickly and efficiently is our priority as we launch our new EHR system, MediTouch.TM Customers can have confidence that we at HealthFusion stand ready to assist them as they implement this new technology in their offices to earn HITECH stimulus incentives from the Centers for Medicare and Medicaid Services (CMS)."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranties and insurance to telecommunications, healthcare and office products.
For more information on the Call Center Certification Program, please visit jdpower.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings; car insurance; health insurance; cell phone ratings; and more, please visit jdpower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at www.mcgraw-hill.com.
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