Celebrating Service: How Signature’s Customer Experience Center is Transforming Healthcare

Each October, many organizations around the world pause to celebrate Customer Service Week. At Signature Performance, this celebration is especially meaningful because of the extraordinary work done every day by our team of Customer Experience Center (CEC) representatives. Our CEC is more than a call center. It is the front line of support for healthcare providers, payers, Veterans, and their families. Every interaction is an opportunity to reduce administrative costs and burdens, resolve complex challenges, and improve the healthcare experience. 

Transforming Healthcare Through Service

When Signature Performance was founded in 2004, we set out with a mission to improve the health of our clients’ business and make the lives of the people we work with better. We knew that improving efficiencies and reducing costs would require more than technology and process improvement—it would take a team of passionate people dedicated to service. 

That’s why our Customer Experience Center is designed to be different. Rather than simply handling transactions, our representatives create moments of trust and understanding that make a lasting impact. We call it a Customer Experience Center because our goal is not just to answer questions and process claims, but to deliver an experience unlike anything the industry has ever known. 

Since the launch of our Customer Experience Center in 2019, our team of representatives has successfully answered over 17 million incoming calls from healthcare providers, patients, and payers and has routinely received Customer Satisfaction Scores over 96%. Our extraordinary results are a direct reflection of our team's attention to detail and compassionate approach to solving complex healthcare challenges. Our team strives to answer each call with professionalism and care, knowing the importance of getting it right the first time. 

Serving the Future of Healthcare

Customer service is not a “nice-to-have” in healthcare—it is essential. By helping providers and payers reduce administrative burdens, our CEC enables them to focus on what matters most—delivering care.  As the healthcare landscape continues to evolve, so too will the role of customer service. Complex inquiries, growing demands, and new technologies will present new challenges—and opportunities. At Signature Performance, we remain committed to leading the way by combining innovation with compassion, ensuring our CEC continues to set the standard for customer service in healthcare. 

This Customer Service Week, we celebrate not only what our team has accomplished, but also the future we are building together—one where exceptional service transforms healthcare for providers, payers, and patients alike.