The first week of October each year is recognized as Customer Service Week. Nationally recognized since 1992, this week-long celebration is a time to acknowledge the importance of customer service roles and express gratitude for the individuals providing exceptional service each day. At Signature Performance, outstanding customer service is integral to how we conduct business. By living out our mission and core values each day, we are committed to incorporating excellence into every interaction. It is our purpose to not only deliver actionable solutions that transform the healthcare industry, but also offer an outstanding experience. Here are a few of the ways our teams take customer service to the next level.
Signature Performance operates several customer experience centers, offering support services to healthcare providers, Veterans, and their families. As the landscape of healthcare grows increasingly more complex, so do the inquiries that customer service professionals field. These specially trained teams have both the subject-matter expertise and the empathetic insight to perform the request at hand while also helping the person on the other side of the line feel understood and valued. Available around the clock and across the country, Signature’s team is always ready to answer the call, whether a Veteran needs assistance with a medical bill or a provider needs additional documentation for a care referral.
John Scheneman, Operations Experience Manager, works directly with these teams to ensure the highest quality service experience. He shared his perspective on the significance of the teams’ work:
“We challenge our customer experience associates to treat every call like it is their first one of the day. They understand what it’s like to be on the other side of the call, and expressing empathy is essential to maximize the customer’s experience. Not only are our teams there to help solve the issue at hand, but they offer hope to Veterans and their families that things are going to be okay.”
In order to provide our clients with an uncommon level of service, we know we need to serve each other with excellence as well. When it comes to ensuring smooth technology operations, Signature’s IT Helpdesk serves as the first point of contact for support. This dedicated team provides solutions for troubleshooting IT infrastructure, ensuring systems access, and offering assistance on how to optimize technology use. The IT Helpdesk goes the distance to meet Associates where they are, offering their services both remotely and deskside. When IT resources are working properly, this allows our Associates to keep performing at their best and make things better for our clients and ultimately serve the healthcare industry to the best of our ability.
Signature’s Experience department keeps a pulse on the needs of their internal customers (Signature Associates) using a data-driven approach. Using Associate voices, data from the S14 Associate Engagement Survey and various pulse surveys, the Experience team orchestrates meaningful workplace experience based on what matters most to Associates. These engaging events address needs such as community connection, belonging, and professional development. Associates get to engage with their peers, grow personally, and feel empowered to do their best work.
Mark Mathia, Chief Experience Officer, shared the importance of providing a quality customer service experience within an organization:
"Outstanding customer service is not just a responsibility; it's a reflection of great leadership. Leaders who prioritize customer satisfaction to both internal and external clients, and who go above and beyond to exceed expectations are the ones who drive positive growth outcomes and set the organization up to win."
Recognizing our customer experience champions is now more important than ever to ensure they feel appreciated and valued for the work they do. Embracing an exceptional service culture throughout the organization helps us lower healthcare administration costs and advance our mission: to improve the health of our clients’ business and make the lives of the people we work with better. Cheers to our customer service heroes during this special week - and every week!
Our team is dedicated to improving the health of our clients’ business and making the lives of the people we work with better. To learn more about our service offerings and capabilities, please visit our website at signatureperformance.com/capabilities or reach out to one of our industry experts. If you’d like to read more about our latest solutions and innovation, check out our latest updates on The Link.