Call Center Services Featured Article
Caremark Recognized by J.D. Power and Associates Certified Call Center Program
February 09, 2009
CVS Caremark Corporation
has announced that its Customer Care Centers have been recognized for the third time for customer satisfaction excellence by J.D. Power and Associates Certified Call Center Program. This recognition acknowledges Caremark's call center operations as providing "An Outstanding Customer Service Experience" at their Caremark Customer Care Centers in Arizona, Missouri, Pennsylvania, Tennessee and Texas.
In order to qualify for certification, a call center must perform within the top 20th percentile of all centers evaluated nationwide, based on benchmarks established by J.D. Power and Associates. These benchmarks include courtesy, knowledge, and concern for the customer as well as usefulness of the information provided and convenience of operating hours as well as ease of reaching a representative and timely resolution of issues. It is also mandatory for the call centers to successfully pass a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.
CVS Caremark is a provider of prescriptions and fills or manages more than 1 billion prescriptions annually. The company is uniquely positioned to effectively manage costs and improve health care outcomes through its more than 6,800 CVS/pharmacy and Longs Drugs stores and its Caremark Pharmacy Services division (pharmacy benefit management, mail order and specialty pharmacy); its retail-based health clinic subsidiary, MinuteClinic; as well as its online pharmacy, CVS.com
CVS Caremark’s Drug Therapy Management program was also selected by URAC, a leading independent accrediting organization, as a finalist in its Best Practices in Health Care Consumer Empowerment and Protection Awards competition. The goal of the CVS Caremark Drug Therapy Management program is to improve the outcome of drug therapy by providing patients with access to specially trained clinical pharmacists for one-on-one medication counseling.
"The Drug Therapy Management program provides patients with personalized support from a clinical pharmacist who tracks their pharmacy health care needs and ensures coordinated communication and care between the patient and their health care providers," said Elaine Manieri R.Ph., Vice President, Clinical Product Management, CVS Caremark.
"This program is another example of how CVS Caremark applies our Proactive Pharmacy Care(TM) approach in our interactions with patients to enable them to have the information they need to make educated choices about their pharmacy health care." Drug therapy management program
"CVS Caremark is extremely pleased that J.D. Power and Associates has again certified the Caremark Customer Care Centers for customer service excellence. This is a testament to our longstanding commitment to delivering industry leading customer service. I congratulate our customer care teams and all of our colleagues across the company who support them. As the nation's leading provider of pharmacy services, we are proud of our customer care colleagues who work hard every day to help improve the quality of life for our customers.” said Howard McLure, President of Caremark Pharmacy Services.Barkha Bathwal is a contributing editor for TMCnet. To read more of Barkha's articles, please visit her columnist page.
Edited by Stefania Viscusi