C-Lab Customer Service Program
This program has been developed to ensure customer satisfaction for all external customers of C- Lab. We are committed to building customer satisfaction and customer loyalty through a professional customer service program. This is an eight step program that focuses on the outreach segment but has some specific programs for the acute care setting.
Step 1: Customer Service Representative
The Customer Service Representative (CSR) is responsible for developing and maintaining a routine presence in all physician offices. The CSR will perform service troubleshooting on a daily basis and interact between the laboratory staff and the clients. The CSR has a routine call cycle and is responsible for most aspects of customer education.
Step 2: Laboratory Executive Team
The Laboratory Executive Team (LET) is comprised of all senior laboratory management and the Chief of Pathology or designee. On a weekly basis, this group meets and reviews the major service issues of our clients, reported weekly by the Customer Service Representative. The LET will review and recommend corrective action as needed for substantial issues and concerns. Progress is reviewed and reported.
Step 3: Satisfaction Surveys
A satisfaction survey has been developed for assessing the quality of laboratory services in the outreach market. The survey, performed annually by the CCHC Marketing Department, is an important tool in the development of the goals and strategies of the laboratory.
On a routine basis, as determined by the marketing manager, but at least every two months, the Executive Director and Marketing Manager will personally visit three or more clients. This program is designed to ensure that senior management is receiving first-hand information about our performance from physicians and their office staff.
Step 4: Client/Physician Education
C-Lab provides education to clients through a Technical Update Newsletter, C-LAB Notes. This document is prepared by the management staff of the laboratory and includes updates on issues ranging from new reference ranges to changes in Medicare regulations.
The second aspect of education to our clients is a set of marketing brochures. These documents are prepared on an ‘as needed’ basis and describe the special services that we offer. Included are brochures describing our drawing stations, special testing services for In Vitro Fertilization and Information Systems Support. As always, special bulletins will be distributed to accommodate special events.
Step 5: Employee Customer Training
This program encompasses numerous different training sessions that are designed to constantly improve our employees’ awareness of how to best treat our customers. This is an ongoing process that begins during an employee’s orientation and is constantly being refined. Training topics range from telephone skills to courier driving courtesy.
Step 6: Standard Quality Assurance Activities
The Meditech Computer system provides numerous reports to help us monitor and improve our test turnaround time. We routinely monitor the turnaround time of tests that are high volume, time critical and problem prone. We also manually monitor the numerous elements of our operation that are critical to our patients and clients. These elements range from accuracy of data input from test requisitions to the computer system, to the percentage of supply orders delivered to our clients within 48 hours of ordering.
Step 7: Information Systems Support
The laboratory is in the business of receiving, generating and delivering data. The quality and sophistication of our IS support is a critical factor in the competitive ability of the laboratory. Because the laboratory is a part of the same computer system that is used throughout the Healthcare system, we have a significant advantage over other laboratories. We continually strive to find ways to improve the services that we offer in this area.
Step 8: Regulatory Compliance
The laboratory industry is one of the most highly regulated industries within the health care field. Because of this, special educational programs that ensure compliance with these statutes have been established and presented by our customer service team.
The most basic issue of compliance deals with accurate test ordering and following the guidelines for ordering of all tests. The Center for Medicare & Medicaid Services (CMS) requires that all tests ordered are medically necessary. CMS publishes National Coverage Determinations, policies regarding tests that are reviewed for medical necessity across the nation. In addition AHS of Maine, our fiscal intermediary, establishes our local medical necessity policies. C-Lab provides education to our clients to ensure compliance with these and other government regulations.
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