Philadelphia, Pa. – PerformRx, a URAC-accredited, full-service pharmacy benefits manager (PBM) with industry-leading clinical programs and part of the AmeriHealth Caritas Family of Companies, announced today it has been awarded the Service Quality Measurement Group’s (SQM) First Call Resolution Improvement Award for 2014. PerformRx received the award based on its improvement in ratings of first call resolution (FCR) from 2013 to 2014. Of the 291 clients SQM serves, only eight received this award.
“This accolade is a testament to our commitment to excellence and to our best-in-class service to our customers,” said Mesfin Tegenu, M.S., R.Ph., president of PerformRx. “As one of the nation’s leading pharmacy benefits management companies, we are proud to receive this acknowledgement, which is also proof of our continued dedication to our member-centric philosophy.”
PerformRx has provided pharmacy benefits management services since 1999, including formulary development, drug therapy management and rebate management. The company’s business segments include Medicaid, Medicare and commercial and employer group plans.
Since 1996, SQM has been a leading North American customer survey research firm for benchmarking and tracking the voice of the customer, FCR and customer satisfaction in customer care center performance. Over 70 percent of SQM’s clients improve FCR and operating costs year over year. For the average customer care center SQM benchmarks, a one-percent improvement in their FCR performance equals $256,000 in annual operational savings.
SQM’s service excellence awards program is the most prestigious and sought-after North American customer care center service awards program. What makes SQM’s awards unique is that they are based on feedback from customers who have used a call center and/or employees who work in a call center. On an annual basis, SQM conducts over one million surveys with customers who have used a call center and over 25,000 surveys with employees who work in call centers.
PerformRx, LLC is a URAC-accredited, full-service pharmacy benefits manager (PBM) located in Philadelphia. 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 benefits management services include formulary development, drug therapy management and rebate management, and access to a full-service specialty pharmacy, PerformSpecialty®. 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 one of the nation’s leaders in health care solutions for those most in need. AmeriHealth Caritas operates in 16 states and the District of Columbia and serves more than 6.6 million Medicaid, Medicare and CHIP members through its integrated managed care products, pharmaceutical benefit management services, behavioral health services and other administrative services. Headquartered in Philadelphia, AmeriHealth Caritas is a mission-driven organization with 30 years of experience serving low-income and chronically ill populations. For more information, visit www.amerihealthcaritas.com.