What is Good Customer Services in a Post COVID Environment?

Customer service is point of pride for us at 1st Credentialing and a growing challenge. It is a challenge not because of our staff or our team, but rather a challenge because of the payors we rely on.

Before COVID, when our payors were fully staffed, we were able to respond to our clients’ credentialing needs and questions quickly and promptly. Post COVID, we cannot provide the same quality of service because the payors we rely on are understaffed and are slow to respond to our inquiries and requests.

We do not view our challenges with the payors as an excuse to settle for or accept a lower quality of customer service. Instead, we recognize that we must pivot. We must accept the new reality and adjust our approach to maintain high-quality customer service.

We learned as we navigated the new reality and updated our standards for customer service. Below are our updated standards designed to maintain high-quality customer service during these difficult times:

• Optimized Document Organization: To ensure credentialing packets are processed as quickly as possible, we pay special attention to the organization of the materials we submit. We strive to ensure the documents are optimized to make review and processing easy for payors.
• Double Checking for Completion: We added an additional, team lead, review to make certain all documents are complete and accurate to help ensure prompt and quick processing.
• Faster Inquiry Response: Additional steps were implemented to monitor emails and phone messages to make sure inquiries and requests from payors are quickly and promptly replied to.
• Client Communication & Updates: We prioritized added focus on providing our clients updates as we progress through the process to provide added transparency and accurate completion dates.

We recognize the challenges payors are facing. Although out of our control, we remain committed to provide high quality customer service and will continue to adjust and align our processes to help optimize the time it takes payors to process credentialing packets.

To learn more about 1st Credentialing and the services we provide, please visit us at 1stCredentialing.com.

At 1st Credentialing, we strive to make the Payor Enrollment process as simple and easy as possible for our clients. To learn more about 1st Credentialing, please visit our website or join our Facebook group, Credentialing Talk, where we discuss all the latest credentialing trends and news.