Prescription Solutions by OptumRx, a leading pharmacy benefits management (PBM) organization, received The Stevie Award for Customer Service Department of the Year at the recent 9th Annual American Business Awards (ABA).
The 2011 ABA attracted more than 2, 800 entries from organizations of all sizes and virtually every industry, judged by some 200 executives nationwide. Prescription Solutions won for its Voice of the Customer and Customer Advocacy initiative.
Judges said they were impressed by the attention Prescription Solutions pays to the Voice of the Customer, evaluating more than 500,000 after-call customer surveys each year and using that feedback in conjunction with customer satisfaction mail surveys to continually evolve service programs to meet customer needs.
“Our customers expect to be delighted, not just satisfied, with our service – and that is what drives these award-winning customer service efforts,” said Mark Knutson, senior vice president, Customer Service for Prescription Solutions. “Through our Customer Advocacy initiative, VOC feedback is used to develop training programs that focus on having customer service advocates build relationships with customers and reinforce the concept of friendly engagement rather than an attitude of polite transaction for each of the nearly 19 million customer calls we’ll handle this year.”
Prescription Solutions was also named a Stevie Finalist in two additional categories: the Training category for the video presentation, Blueprint: Onboarding New Clients and Customers, and the Pharmaceuticals category for the AdvoCassie Blog.
OptumRx is part of Optum, a leading information and technology-enabled health services company dedicated to making the health system work better for everyone. Prescription Solutions by OptumRx is an innovative pharmacy benefit management organization managing the prescription drug benefits of commercial, Medicare and other governmental health plans, as well as those of employers and unions through a national network of 64,000 community pharmacies and state-of-the-art mail service pharmacies in California and Kansas, both of which have earned the prestigious Verified Internet Pharmacy Practice Sites™ (VIPPS®) accreditation by the National Association of Boards of Pharmacy®. Visit www.optum.com or www.prescriptionsolutions.com for more information.
Optum is a leading information and technology-enabled health services business dedicated to making the health system work better for everyone. Optum is comprised of three companies – OptumHealth, OptumInsight and OptumRx – representing more than 30,000 employees worldwide who collaborate to deliver intelligent solutions that modernize the health system, improve overall population health and support Sustainable Health Communities. Optum serves the broad health care marketplace, including care providers, plan sponsors, government agencies, life sciences companies and consumers.