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McKesson Specialty Care Solutions announced that its Reimbursement and Access Services Solution Center has been certified as a Center of Excellence by BenchmarkPortal

McKesson Specialty Care Solutions , a division of McKesson Corp., announced that its Reimbursement and Access Services Solution Center in Scottsdale, Ariz. has been certified as a Center of Excellence by BenchmarkPortal and Purdue University’s Center for Customer-Driven Quality.

This marks the second time in recent years that McKesson Specialty Care Solutions’ Reimbursement and Access Services Solution Center has been recognized with this certification, which compares best practice metrics from more than 20,000 call centers to recognize the top ten percent that demonstrate the highest standards of efficiency and operational effectiveness.

“ McKesson Specialty Care Solutions has long delivered a superior level of service and care for oncology and specialty pharmaceutical customers, and we are thrilled that the Reimbursement and Access Services Solution Center has once again been recognized as a leader in call center operations and processes,” said Allen LaBrune, vice president, Call Center Operations, McKesson Specialty Care Solutions. “This certification reaffirms our commitment to delivering a leading healthcare services call center with experienced representatives and exceptional quality of call program design, development and management.”

McKesson Specialty Care Solutions’ Reimbursement and Access Services Solution Center is a state-of-the-art facility with highly trained customer service representatives providing a wide variety of educational, reimbursement, REMS, clinical, data gathering and marketing services on behalf of pharmaceutical manufacturers. With a staff of 650 employees facilitating more than 11 million interactions annually, it is the largest single-site call center in healthcare services, offering support for single and multi-drug programs for therapies in oncology, rheumatology and other therapeutic areas.

"This is a major achievement for a contact center in this industry,” said Bruce Belfiore, senior research executive, Center for Customer-Driven Quality at Purdue University. "Earning the certification indicates a culture of quality that is ongoing.”

The Center of Excellence Award from BenchmarkPortal is in collaboration with the Center for Customer-Driven Quality at Purdue University. The certification is given to customer service call centers that have exceeded rigorous standards of efficiency and effectiveness. Key factors that are measured include operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training. Founded in 1995, BenchmarkPortal is an industry leader in call center industry reports, call center training and call center certification worldwide.

Source: McKesson