Rancho Cordova, CA, USA, March 1, 2022 -- Health Net Federal Services, LLC, (HNFS), a wholly-owned subsidiary of Centene Corporation (NYSE:CNC), announced that its call center has been certified as a Center of Excellence by BenchmarkPortal for the tenth consecutive year.
"We are proud that for ten years in a row, our call center has been certified to be among the top 10% of call centers nationwide in the health care industry by BenchmarkPortal," said Kathleen E. Redd, President and CEO, HNFS. "This certification reflects the continued strength of our business practices and the focus we put on serving our customers. It reflects on the quality and passion of our people, and the history of service we bring to those we serve."
BenchmarkPortal awards the "Center of Excellence" designation to customer service contact centers that rank in the top 10% of the contact centers surveyed. They are judged against a balanced scorecard of metrics for efficiency and effectiveness. To earn this award, contact centers must demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers.
"Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents, and the senior managers who support and encourage this excellence," said Bruce Belfiore, CEO, BenchmarkPortal. "Health Net Federal Services' contact center professionals have shown exceptional dedication and results, for which I commend them. A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center's customers, employees, and shareholders."
Call centers operated by HNFS serve TRICARE beneficiaries in the West Region, and the audit was conducted as part of the certification process. TRICARE is the uniformed services health care program for active duty, retired, National Guard and Reserve, and their families, provided through the Defense Heath Agency at the U.S. Department of Defense.
Posted by Veronica Silva Cusi, news correspondent
About Health Net Federal Services, LLC:
Health Net Federal Services has a long history of providing cost-effective, quality managed health care programs for government agencies, including the U.S. Departments of Defense and Veterans Affairs (VA). As the managed care support contractor for the TRICARE North Region, Health Net Federal Services provides health care services to approximately 2.8 million uniformed services beneficiaries, active and retired, and their families.
BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry.
Published: Wednesday, March 2, 2022
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