Customer service: the new battlefield for market share.
In a survey conducted by the authors of the following article, it was determined that more than 50 percent of employers and managed care companies dropped providers who failed customer service standards. Many employers stated that they changed health plans according to their employees' preferences. Managed care organizations reported that they use the data from customer service surveys to choose providers, facilitate contract negotiations, and determine provider bonuses. Healthcare financial professionals can gain competitive advantages and help secure their organizations' financial future by focusing their resources and attention toward customer service issues.
Zimmerman
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Zimmerman and Associates, Hales Corner, WI, USA.
Zimmerman
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Lund
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D003284:Contract Services; D004465:Economic Competition; D006264:Health Benefit Plans, Employee / Q000458:organization & administration / Q000706:statistics & numerical data*; D019981:Health Care Sector; D019538:Health Care Surveys; D015285:Hospital-Patient Relations; D006801:Humans; D007221:Industry / Q000458:organization & administration / Q000706:statistics & numerical data; D008329:Managed Care Programs / Q000592:standards*; D017008:Negotiating; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D014481:United States