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℠. 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. 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.