SCOTTSDALE, Ariz.--(BUSINESS WIRE)--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.
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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 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.