SEATTLE, Oct. 29 -- Based on a national customer satisfaction survey, Zenith Administrators call center service rankingstopped all categories, following a six-step training protocol for incoming calls from health benefit member participants with important, and very personal, questions concerning their health benefit claim.
Zenith Administrators manages health
Zenith retained the services of Linda Chidester, a veteran office systems consultant, to create a TPA-specific training/orientation guide for customer services reps.
“Many callers to Zenith may not fully understand their benefits, which gives them a feeling of vulnerability about a health claim or pension plan,” she said. “The goal of the customer service reps is to provide them with the information they are seeking so they better understand their plans and the benefits they are eligible to receive.”
Ms. Chidester customized training scenarios to reflect specific kinds of calls, and recorded the calls so customer service reps could listen to themselves from the customer’s perspective to review their tone of voice and inflection.
Zenith call center representatives now use six-step protocol for inbound member participant calls:
“Our customer service representatives are the voice of Zenith,” said President/CEO John Corapi. “The customer service training helped to reinforce the ‘soft skills’ that are so important when working with our participants to ensure the person feels valued and his/her needs are met.”
SOURCE Zenith Administrators
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