Five Customer Service Points for a Credentialing ServicePosted by Nick Niesen on October 28th, 2010 Quality credentialing verification organizations (CVO?s) create an environment beyond simply generating credentialing reports for medical providers. A CVO with good customer service responds quickly to questions; has trained staff that is assigned to a particular client; can streamline the credentialing process; has good technology resources; and offers extra support, such as internal audits and tracking license renewals. An emphasis on customer service means that the CVO can supply substantive information and support to establish a true working relationship with a medical organization. There are five areas of a CVO?s customer service to consider: flexible credentialing processes which can be adapted in response to client needs; a range of quality services; quick responses to clients; individual support; and solid technology practices. Although some service points, such as a fast response to questions, can seem small, these areas display the quality of the CVO, which will define the long-term relationship between the CVO and its clients. Adapting credentialing services to client needs. Individualized support and quality controls. There should also be an established quality control system and regular internal audits for managing feedback, rewarding good service, and evaluating bad practice. The CVO should be able to supply a copy of their quality control policies and practices documentation. If they are accredited by NCQA or URAC, then there is a guarantee that these practices have been reviewed and audited and that their service meets industry standards. High quality services. Additionally, good CVOs offer services such as tracking licensing dates and requirements (expirables) and disciplinary actions by various organizations (surveillance); consulting and training classes about credentialing processes; and support during internal audits. Quick response to client contact. Technology resources. Customer service is key to creating a good relationship between CVOs and medical organizations. Quality control policies, flexible credentialing processes and criteria, quick response time, good technology use, and responsiveness to questions and requests are five major areas where a CVO develops good customer relations. All these areas mean the CVO is responsive ? that the CVO is paying attention to individual customer needs and consistently doing its best to meet them. Like it? Share it!More by this author |