Claims Clearinghouse Support Organization Ranks Above National Industry Average in Overall Scoring
ATLANTA, March 2, 2009—RelayHealth, the leading provider of healthcare connectivity services, today announced that its claims clearinghouses have achieved its seventh consecutive certification under the prestigious Service Capability & Performance (SCP) Standards. Representing best practices in the industry, the SCP Standards provide a stringent measure of customer support quality and effectiveness. RelayHealth achieved certification by successfully completing a rigorous on-site audit and interview process whose outcome confirmed continued excellence in a number of areas including overall service delivery and daily performance metrics.
The SCP Support Standard, under which RelayHealth was certified, is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of customer service and support operations. A consortium of leading technology companies created the internationally recognized standards in cooperation with Service Strategies Corporation. The standards define best practices for delivering world-class service and support, quantify performance levels, and establish a framework for continuous improvement. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual certification audits.
A notable area of excellence was RelayHealth’s strategic plans for improving service commitments in which performance exceeded industry standards and benchmarks. “The results of the third-party independent audit against the SCP Standards demonstrate the RelayHealth Support Organization’s unparalleled leadership and commitment to optimal performance in creating a consistent customer experience regardless of product or service supported,” said Jim Bodenbender, senior vice president and general manager, RelayHealth. “We will continue to advance our tools and technology plans to deliver more automated support options and improve our valued customers’ access to the RelayHealth network and direct connectivity with their payors.”
“The SCP Standards represent the global benchmark for service excellence and are used by leading technology companies around the world,” said Greg Coleman, principal partner and vice president of strategic programs for Service Strategies Corporation. “RelayHealth has earned its place among the industry leaders in service excellence by certifying their operations under the SCP Standards for the past seven years. This is truly an outstanding accomplishment.”
RelayHealth, McKesson’s connectivity business, operates as a neutral partner in an open network environment, offering connectivity services and integration among all organizations, systems, and solutions. Its intelligent network is designed to streamline clinical, financial and administrative communication between patients, providers, payors, pharmacies, pharmaceutical manufacturers, and financial institutions. RelayHealth works to accelerate the delivery of high-quality care and improve financial performance through solutions such as online consultation of physicians by patients, electronic prescribing, point-of-service pharmacy claims resolution by payors, pre-visit patient financial clearance by providers, and post-visit provider bill settlement by payors and patients. RelayHealth securely processes more than 12 billion financial and clinical transactions annually. For more information, call 800-778-6711, or visit our Web site at www.relayhealth.com.
About Service Strategies Corporation
San Diego, CA based Service Strategies advances service excellence by providing industry standards, career development and strategic advisory services that ensure delivery of consistent, high-quality service and support. The world’s leading service and support providers use Service Strategies’ Service Capability & Performance (SCP) Standards as a roadmap for service excellence. For more information, visit www.servicestrategies.com, email firstname.lastname@example.org, or call 858.674.4864, toll free in North America 800.552.3058.