The Stevie Awards for Sales & Customer Service aren't the only Stevie Awards program in which excellent customer service is recognized. CGS Administrators, LLC in Nashville, Tennessee USA received a Stevie® Award for Customer Service Department of the Year in the customer service awards categories of The 2011 American Business Awards. (Entries are now being accepted for the 2012 ABAs. The entry deadline is March 28 - get your entry kit here.) Here we show how this provider of services for Medicare beneficiaries is exceeding goals in customer satisfaction.
An IMPACTful Provider Contact Center
CGS has provided services to Centers for Medicare & Medicaid Services (CMS) since Medicare began in 1966. CGS Administrators’ core values have enabled its Provider Contact Center (PCC) to positively impact the lives of millions of government health care beneficiaries, providers, and suppliers every day. These core values are:
- Making a Difference,
- Passion for Excellence,
- Always Improving,
- Customer Focus, and
- Taking Risks.
These values combine to form the acronym IMPACT. IMPACT is represented in the company’s mission as: “We IMPACT lives”, and in its vision as: “To IMPACT the future of our communities and nation by being the premier administrator of government health care programs.”
Providing Medicare & Medicaid Services
In June 2007, CGS was awarded the largest of four Durable Medical Equipment (DME) Medicare Administrative Contracts to provide claims processing, a Provider Customer Service Program (PCSP), and administrative services to more than 80,000 DME suppliers in 17 U.S. states and territories.
The CGS PCSP is a multi-tiered customer service organization responsible for Congressional inquiries, beneficiary complaint screening, written correspondence, and the Provider Outreach and Education (POE) team, which offers providers education and clarification of CMS regulations.
Abbey Dyer is the CGS Director in charge of the PCSP, overseeing fewer than 100 employees in the customer service team. Their role is to ensure that the over 13 million Medicare beneficiaries they serve receive the medical equipment they need;, and that the over 80,000 suppliers of that medical equipment receive payment—all while meeting or exceeding federal performance standards.