McKesson Specialty Health’s Reimbursement, Access & Safety Services Solution Center Named Center of Excellence

January 14, 2016

Scottsdale, Arizona (January 14, 2016) – For the seventh consecutive year, McKesson Specialty Health’s Reimbursement, Access & Safety Services Solution Center has earned certification by BenchmarkPortal as a Center of Excellence. Additionally, the McKesson Specialty Health Solution Center received recognition as a top ten center in the large-size category across all industries in North America.

The Center of Excellence designation is one of the most coveted awards in the customer service and support industry. The certification is earned by achieving certain best-practice service and efficiency metrics drawn from the world’s largest database of objective and quantitative data audited and validated by researchers from BenchmarkPortal.

“We take great pride in once again earning this rigorous certification that recognizes us as an industry leader in call center program design, development and management,” said William Nolan, vice president & general manager, Reimbursement, Access & Safety Services, McKesson Specialty Health. “This prestigious certification is the culmination of innovative initiatives implemented at all levels of our organization to drive sustainable service excellence balanced with cost-effective strategies for mission critical call center activities.”

Based in Scottsdale, Arizona, the McKesson Specialty Health Solution Center offers single gateway programs for reimbursement hotlines, patient assistance programs, distribution services, REMS services, and other healthcare customer support services on behalf of manufacturers. The Solution Center supports single and multi-drug programs for therapies in oncology, rheumatology, vaccines, and many other therapeutic areas. The state-of-the-art facility utilizes sophisticated support technology, infrastructure and best practices to optimize operational efficiencies, quality, data analytics and patient access to therapy. With a seating capacity of more than 1,100 seats, the center facilitates approximately 12 million patient and provider transactions for more than 300 products annually.

The designation as a Center of Excellence by BenchmarkPortal is based on the center’s meeting or surpassing a number of key performance indicators (KPIs) established by BenchmarkPortal, making it a unique certification in the industry. BenchmarkPortal audits and verifies the KPIs and compares that data to statistics from other peer organizations in the same industry. To earn recognition, contact centers must demonstrate superior performance for both cost-related and quality-related metrics compared with their industry peers. This differs from other certifications in the industry as it is much more rigorous with a strong focus on results-oriented measures. A more limited set of KPI metrics is used for a top 100 call center designation that compares the participant’s metrics across all industries.

“Achieving Center of Excellence certification for the seventh year in a row is a phenomenal accomplishment and indicates a culture of quality and service excellence that is ongoing and long-standing,” said Kim Anderson, vice president of Operations for the Solution Center. “Meeting and exceeding BenchmarkPortal’s rigorous standards year after year demonstrates we have the right people, processes, and cutting-edge technologies in place to deliver superior service to patients, healthcare providers and manufacturers who depend on us. It also speaks volumes about our highly-skilled, dedicated staff whose ideas and energy drive the world-class service our customers have come to expect.”

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

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.

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

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