Solution Center recognized as both a top 100 call center across all industries and a top ten center in its own industry
Scottsdale, Arizona, December 17, 2014 –– McKesson Specialty Health today announced that its Reimbursement, Access & Safety Services Solution Center has earned certification by BenchmarkPortal as a Center of Excellence for the sixth consecutive year. One of the most prestigious awards in the customer service and support industry, 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. Out of thousands of call centers within all industry segments in North America, the McKesson Specialty Health Solution Center was recognized as a 2014 top 100 call center, as well as a top ten center in the large-size category for healthcare support services.
“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 is a state-of-the-art facility located in Scottsdale, Arizona, that features industry leading technology, infrastructure and operations designed to maximize patient access to therapy. Its 900 seat contact center facilitates approximately 12 million patient and provider transactions for more than 300 products annually, providing a wide variety of services on behalf of pharmaceutical manufacturers for therapies in oncology, rheumatology and other areas. From reimbursement hotlines to patient assistance and educational programs, risk evaluation and mitigation strategies (REMS), as well as data gathering and marketing services, the Solution Center consistently delivers exceptional support to patients and providers, acting as the first line of interaction for pharmaceutical and biotech manufacturers.
A service center that is certified as a Center of Excellence by BenchmarkPortal must meet or surpass rigorous standards of efficiency and effectiveness. This certification is unique in the industry in that its achievement is strictly based on the center’s meeting or exceeding a number of key performance indicators (KPIs) established by BenchmarkPortal. BenchmarkPortal audits and verifies the KPIs and compares that data to statistics from other peer organizations in the same industry. Those contact centers that demonstrate superior performance on both cost-related and quality-related metrics compared with their industry peers earn the award. This is much more rigorous and different from other types of contact center certifications that typically focus on less results-oriented measures. 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.
“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.
About McKesson Specialty Health
McKesson Specialty Health, a division of McKesson Corporation, empowers the community patient care delivery system by helping community practices advance the science, technology and quality of care. Through innovative clinical, research, business and operational solutions facilitated by integrated technology systems, we focus on improving the financial health of our customers so they may provide the best care to their patients. For more information, visit www.McKessonspecialtyhealth.com.
About Center of Excellence Certification
Contact centers and their managers who wish to implement best practices and attain world-class performance in their industry have a unique opportunity to certify their call centers. BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to their best practice database of thousands of contact centers. Thus, contact centers will be held to performance levels that will improve their competitive position, not just force them to adhere to an arbitrary standard. Please follow the link to discover what the steps to certification are and how they will improve your center’s performance. www.benchmarkportal.com/call-center-certification.
About BenchmarkPortal
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com.