| Integrity Standard
- Quality of Service
Policy:
We are committed to providing products and services of the
highest quality and value to our customers. In providing our
services, we will strive to provide prompt and accurate services
consistent with contractual benefits, corporate policies,
and regulatory requirements.
Our customers are the reason we are in business. We will
serve them in a professional manner with integrity, honesty
and respect.
We will pay all contractual benefits due Covered Persons
and Providers promptly and accurately.
We will comply with all applicable statutes, regulations,
and instructions that govern the administration of benefit
programs.
We will continue to seek new approaches to increase the quality
of service delivered to our customers while ensuring that
it is delivered in a cost-effective manner.
Questions & Answers
Q: I work in customer service as a customer service
representative (CSR). The CSR's are measured on their average
speed of answer (ASA), which means "how long does it
take to answer a call." I have heard that a co-worker
answers a call, and then hangs up on the caller in an attempt
to lower her ASA. Though I know it is wrong to hang up on
a caller, I can see why the CSR feels pressure to do so.
I am torn -- What should I do?
A: As Mr. McCaskey has stated "Pressure to
succeed can never be an excuse for taking shortcuts that
would compromise our integrity." Purposely hanging
up on any caller violates every one of HCSC's Core Values and misrepresents numbers, which in turn can lead to misleading
reporting. It is your duty as an HCSC employee to report
such behavior. As with other concerns, report the issue
to your Supervisor or another Corporate Resource.
Q. I overheard one of my co-workers being rude to
a customer. When asked for his name, the representative
refused to give it and disconnected the caller. Should I
report this to my Supervisor?
A. Yes. Our customers are very important to us.
We always want to serve them courteously. Your Supervisor
will want to contact the customer, apologize, and address
the customer’s concerns appropriately. Your Supervisor
will also counsel the employee to prevent similar situations
in the future.
Q. One of our large groups has a special benefit
requirement that is difficult to understand. I continually
hear customer service representatives give incorrect information
concerning this benefit. I do not want to get anyone in
trouble, but I am concerned that this may impact this group’s
satisfaction with our service. What should I do?
A. Discuss this with your Supervisor and let him
or her know your concerns. Additional training or one-on-one
coaching may be needed to ensure employees have the knowledge
and information needed to provide quality service.
Remember, if you do not understand, or if you have any
questions concerning, this Integrity Standard or any other
part of the Code, contact your Supervisor, a higher level
Supervisor, any of the Corporate Resources or call the Corporate
Integrity HOTLINE
(1 800 838-2552).
Return to the Code of
Conduct Page
|
