Published August 31, 2011
Prescription Solutions by OptumRx, a leading pharmacy benefits management (PBM) organization and part of the Optum companies of UnitedHealth Group (NYSE: UNH), has been recognized for call center customer satisfaction excellence through the J.D. Power and Associates Call Center Certification ProgramSM.
The Call Center Certification Program recognition acknowledges a strong commitment across Prescription Solutions to providing “An Outstanding Customer Service Experience.”
“We listen to and work closely with our clients to deliver quality service at all times and to constantly improve our offerings to them, creating a compelling PBM offering in the process,” said Ed Feaver, Pharm.D, president of OptumRx. “To have such a prestigious authority as J.D. Power recognize our effort and dedication to service excellence confirms we are on the right track.”
The certification comes after an extensive review by J.D. Power and Associates that involved customer satisfaction survey feedback on recent call center experiences and onsite evaluations by J.D. Power audit teams at anchor sites, evaluating performance against key certification criteria. These include the customer service representatives’ courtesy, knowledge and concern for the customer; promptness in speaking to a person and timely resolution of the problem or request.
Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts and ease of understanding the phone menu instructions.
For certification status, a call center must 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 – 118 leading practices across call center operations and support functions that drive an outstanding customer experience.
“We believe the 1,300 customer service advocates working in our call centers have unparalled capabilities and resources to offer world-class service to our customers, and we are grateful for the opportunity to meet their pharmacy needs” said Mark Knutson, OptumRx senior vice president of Customer Service. Prescription Solutions was ranked in the top one percent of companies nationally across all industry groups and highest among peers in Customer Call Center Satisfaction in the 2010 National Independent Survey Organization Analysis.
The Call Center Certification is the latest in an ongoing string of awards and recognition for Prescription Solutions’ customer service model. Other recent awards include:
Prescription Solutions handled nearly 17.5 million customer calls last year and, to keep customer service standards world class in its call centers, conducts more than 220,000 customer service training hours and 500,000 Voice of the Customer surveys each year. Prescription Solutions ended 2010 with 96-percent customer retention as a result of its continued, enhanced focus on customer service.
About Prescription Solutions by OptumRx
Prescription Solutions by OptumRx is an innovative pharmacy benefit management business 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.