What does it take to receive a compliment while collecting a patient’s financial obligations? At MedCo the answer is simple… Excellent Customer Service.
World-class customer service is a large portion of the culture at MedCo. Patient satisfaction is at the forefront of everything we do, and is checked throughout every process, but the true way we know we’re on track is by our patient compliments. Each and every compliment is recognized and celebrated—and the celebrations are often, now more than ever.
A quick query by the Client Services Department in MedCo’s proprietary incident system shows a 64% increase in 2017 YTD compliments versus the same period in 2016. Client Services Manager Gail Locke has this to say about the trend:
“These compliments are a group effort by the Client Services and Recovery departments, and are the result of more in-depth collaboration and increased training. Our incident tracking system allows us to track, manage, and resolve all incidents, valid or invalid, and also allows us to record compliments. This type of appraisal allows us to maintain world-class customer service because we are rewarding those who continually deliver exceptional service. Our proprietary incident tracking system allows us to provide real time data analytics to our clients to ensure we are on the right track!”