PerformRx, a URAC-accredited full-service pharmacy benefit manager (PBM) with industry-leading clinical programs, and part of the AmeriHealth Caritas Family of Companies, is proud to announce it is a recipient of SQM’s 2016 Customer Experience Best Practice Award for Standard Operating Procedures.
This award is part of SQM Group’s Contact Center Industry Voice of the Customer Service Excellence Program and credits PerformRx’s efforts to create standard operating procedures that promote excellence and customer focus in its contact center. SQM selected PerformRx to receive the award after reviewing PerformRx’s standard operating procedures and practices used for improving or maintaining high first call resolution (FCR), customer satisfaction, and employee satisfaction performance.
“We’re delighted to receive this award,” said Mesfin Tegenu, M.S., R.Ph., president of PerformRx. “Our contact center is always working toward improving the customer’s experience. This award is a direct result of our hard work and dedication.”
About SQM Group
Service Quality Measurement (SQM) Group is a leading North American customer experience research, consulting, and performance awarding firm. SQM Group benchmarks over 500 leading international contact centers on an annual basis and has been conducting CX benchmarking studies since 1996. SQM benchmarks and tracks all the major contact channels (i.e., website, call center, IVR, email and site). Our site contact channels include branch, retail store, dispatching and service work. By conducting contact channel benchmarking and tracking studies, organizations can get valuable insights into CX using these contact channels individually or using multiple contact channels, to get their order, inquiry or problem resolved. SQM is recognized as the contact center industry Voice of the Customer (VoC) gold standard expert for measuring and improving CX. In addition, SQM awards organizations that have delivered CX excellence or have significantly improved their CX. Our CX awards are based on customers who have used a contact channel and/or employees who work in a contact center. These awards are considered to be the fairest and most credible CX awards because they are based on VoC survey ratings. For more information, visit www.sqmgroup.com.
PerformRx LLC is a URAC-accredited, next-generation pharmacy benefit manager (PBM) located in Philadelphia and part of the AmeriHealth Caritas Family of Companies. The company maintains a clinical culture, providing cost-effective therapies and extensive evidence-based programs at an optimal cost to its clients since 1999. PerformRx’s best-in-class pharmacy benefit management services include formulary development, drug therapy management and rebate management. PerformSpecialty® is PerformRx’s wholly-owned and integrated specialty pharmacy. The company’s business segments include Medicaid, Medicare, commercial and employer group plans. For more information, visit www.performrx.com.
About AmeriHealth Caritas
AmeriHealth Caritas is part of the Independence Health Group in partnership with Blue Cross Blue Shield of Michigan. AmeriHealth Caritas is one of the nation’s leaders in health care solutions for those most in need. Operating in 17 states and the District of Columbia, AmeriHealth Caritas serves more than 5.7 million Medicaid, Medicare and Children’s Health Insurance Program (CHIP) members through its integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services. Headquartered in Philadelphia, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience serving low-income and chronically ill populations. For more information, visit www.amerihealthcaritas.com.