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McKesson Specialty Care Solution Center Recognized as "Center of Excellence" by BenchmarkPortalAugust 31, 2010 |
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Scottsdale, Ariz., Aug. 31, 2010 –– McKesson Specialty Care Solutions, a division of McKesson Corp., today announced that its Reimbursement and Access Services Solution Center in Scottsdale, Ariz. has been certified as a Center of Excellence by BenchmarkPortal and Purdue University’s Center for Customer-Driven Quality. This marks the second time in recent years that McKesson Specialty Care Solutions’ Reimbursement and Access Services Solution Center has been recognized with this certification, which compares best practice metrics from more than 20,000 call centers to recognize the top ten percent that demonstrate the highest standards of efficiency and operational effectiveness. “McKesson Specialty Care Solutions has long delivered a superior level of service and care for oncology and specialty pharmaceutical customers, and we are thrilled that the Reimbursement and Access Services Solution Center has once again been recognized as a leader in call center operations and processes,” said Allen LaBrune, vice president, Call Center Operations, McKesson Specialty Care Solutions. “This certification reaffirms our commitment to delivering a leading healthcare services call center with experienced representatives and exceptional quality of call program design, development and management.” McKesson Specialty Care Solutions’ Reimbursement and Access Services Solution Center is a state-of-the-art facility with highly trained customer service representatives providing a wide variety of educational, reimbursement, REMS, clinical, data gathering and marketing services on behalf of pharmaceutical manufacturers. With a staff of 650 employees facilitating more than 11 million interactions annually, it is the largest single-site call center in healthcare services, offering support for single and multi-drug programs for therapies in oncology, rheumatology and other therapeutic areas. "This is a major achievement for a contact center in this industry,” said Bruce Belfiore, senior research executive, Center for Customer-Driven Quality at Purdue University. "Earning the certification indicates a culture of quality that is ongoing.” The Center of Excellence Award from BenchmarkPortal is in collaboration with the Center for Customer-Driven Quality at Purdue University. The certification is given to customer service call centers that have exceeded rigorous standards of efficiency and effectiveness. Key factors that are measured include operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training. Founded in 1995, BenchmarkPortal is an industry leader in call center industry reports, call center training and call center certification worldwide. About McKesson Specialty Care Solutions McKesson Specialty Care Solutions, a division of McKesson Corp., delivers tools and services for manufacturers, payors and providers to ensure pharmaceutical products, coordinated reimbursement and clinical information are available to patients with complex diseases. Its Onmark GPO, Lynx® technology platform and clinical tools provide manufacturers and providers with information to help improve efficiency while enabling better, safer patient care. For more information, visit www.mckesson.com/specialty. About McKesson McKesson Corporation, currently ranked 14th on the FORTUNE 500, is a healthcare services and information technology company dedicated to helping its customers deliver high-quality healthcare by reducing costs, streamlining processes, and improving the quality and safety of patient care. Over the course of its 177-year history, McKesson has grown by providing pharmaceutical and medical-surgical supply management across the spectrum of care; healthcare information technology for hospitals, physicians, homecare and payors; hospital and retail pharmacy automation; and services for manufacturers and payors designed to improve outcomes for patients. For more information, visit http://www.mckesson.com. PR ContactAdrienne Chen |
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