NASHVILLE, Tenn. - September 24, 2009
MedSolutions Earns Third Consecutive J.D. Power and Associates Recognition
Company’s call center recognized for providing “An Outstanding Customer Service Experience”
MedSolutions (www.medsolutions.com), a leading national provider of medical cost management services for radiology, oncology, cardiology, diagnostic accuracy and other areas of medical specialty, has been recognized for the third consecutive year by J.D. Power and Associates’ Certified Call Center Program (SM).
Of the more than 75,000 call centers in North America, MedSolutions’ call center operation is one of a select group to be recognized for “An Outstanding Customer Service Experience.”
“This recognition is especially meaningful to us,” stated Chris Crabtree, Executive Vice President of Operations for MedSolutions, “since the calls we receive are from physicians’ offices requesting authorization and medical review of services. The exceptionally high satisfaction of these callers serves as a true testament to the experience and professionalism of our employees, which is clearly unmatched in our industry.”
Staffed by physicians, nurses and other highly trained medical professionals, MedSolutions’ call centers in Nashville, Tenn., and Melbourne, Fla., provide radiology benefit management (RBM) services for commercial, Medicare, and state and managed Medicaid payors. RBM is part of an established protocol for validating medical necessity of high-tech diagnostic imaging tests, including MRI, CT and PET scans.
Using evidence-based guidelines, RBMs ensure that patients get the right high-tech diagnostic imaging test at the right time, preventing inappropriate – and potentially harmful – overutilization that can expose patients to excessive radiation and result in billions of dollars in unnecessary expenditures.
Donna Chaky, RN, with the Florida center describes her job with MedSolutions: “The service we provide not only helps patients receive the right care, but it also looks out for their pocketbook by ensuring that they are getting the right imaging test the first time. We are keeping patient safety in mind by protecting patients from incorrect and duplicate imaging. We’re honored that our attention to detail and determination to do a good job has been recognized by the J.D. Power and Associates Call Center Certification Award for three years running.”
The criteria to receive the call center award has become more rigorous every year. This year, as part of its evaluation process, J.D. Power and Associates conducted an exhaustive audit of the MedSolutions call centers, examining internal policies and procedures for each call. The audit also involved an independent third party satisfaction survey assessing customer ratings for courtesy, knowledge, and concern for customer needs, among others. The survey included MedSolutions’ payor customers in addition to physicians and imaging providers.
“This honor is further validation of the outstanding customer service and evidence-based guidance that our nurses and medical professionals provide to other caregivers every day,” said Curt Thorne, president and CEO of MedSolutions. “Our consistency in achieving this award documents our success in meeting –and exceeding – customer expectations for service and reaffirms our ability to effectively partner with the nation’s leading healthcare payors and government programs.”
MedSolutions continues to recruit highly qualified intake representatives, nurses and physicians for its growing call center operations in Tennessee and Florida.
About MEDSOLUTIONS
Using independently validated savings methodologies, MedSolutions specializes in intelligent cost management of medical services for commercial, Medicare and Medicaid payors. The company maintains management contracts for more than 25 million individuals nationwide. Using robust data, predictive intelligence technology and clinical expertise, the company's innovative solutions extend beyond radiology management to other areas of medical specialty, including cardiology, oncology, ultrasound, emergency room and PremerusSM diagnostic accuracy. MedSolutions has earned the prestigious J.D. Power and Associates Award for its Call Center operations three years in a row. Visit www.medsolutions.com.
About J.D. POWER AND ASSOCIATES
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services company operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
