RANCHO CORDOVA, Calif.,
March 1, 2022 /PRNewswire/
-- Health Net Federal Services, LLC, (HNFS), a wholly-owned
subsidiary of Centene Corporation (NYSE:CNC), announced today that
its call center has been certified as a Center of Excellence
by BenchmarkPortal for the tenth consecutive year. The Center
of Excellence recognition is one of the most prestigious awards in
the customer service and support industry.
"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.
About Health Net Federal Services
For more than three
decades, Health Net Federal Services (HNFS) has partnered with the
Department of Defense to provide health care services to those who
serve and their family members. HNFS currently assists nearly 2.9
million beneficiaries in the TRICARE West Region, including active
duty and retired service members, National Guard and Reserve, and
family members. One of the first companies in the U.S. to develop
comprehensive managed care programs for the military and their
families, HNFS is advancing the future of health care and improving
military readiness by creating better health outcomes, providing
better care, and lowering cost.
HNFS is a wholly-owned subsidiary of Centene Corporation, a
national leader in publicly-financed health care, including
Medicare, Medicaid, and state-sponsored health care programs.
Visit www.hnfs.com for more information.
About Center of Excellence Certification
The Center
of Excellence recognition is one of the most prestigious awards in
the customer service and support industry. The certification
process is management's best path to world class performance.
Contact Centers achieve the Center of Excellence distinction based
on their performance on key performance metrics, compared with
industry averages drawn from the world's largest and most respected
database. A contact center that has been certified a Center of
Excellence by BenchmarkPortal has met and/or surpassed rigorous
standards of efficiency and effectiveness. This certification is
unique in that its achievement is ascertained strictly "by the
numbers." This means that the BenchmarkPortal team audits and
verifies the center's key performance indicators and compares that
data to data from other peer organizations.
About BenchmarkPortal
BenchmarkPortal has become a
global leader in Contact Center Benchmarking, Certification,
Training and Consulting. Since its beginnings in 1995 under Dr.
Jon Anton and Prof. Richard Feinberg of Purdue
University, BenchmarkPortal has grown with the contact
center industry and now hosts the world's largest contact center
metrics database. Now led by Bruce
Belfiore, the BenchmarkPortal team of professionals has
gained International Recognition for its contact center expertise
and innovative approaches to best practices for the contact center
industry. BenchmarkPortal's activities include The College of Call
Center Excellence™, a leader in Contact center training, and
CallTalk™, the first online talk show specifically focused on the
contact center industry. BenchmarkPortal also hosts Call Center
Campus Week. This annual, unique contact center industry event
presents attendees the latest in practical research plus the tools
and inspiration to drive their contact centers' performance to the
top. Our mission is to help customer contact managers in all
sectors to optimize their centers in terms of efficiency and
effectiveness. For more information on BenchmarkPortal, call
1-800-214-8929 or visit www.BenchmarkPortal.com.
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SOURCE Health Net Federal Services