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Company: The Remi Group, Charlotte, NC
Company Description: Since 1998, The Remi Group has successfully provided comprehensive Equipment Maintenance Management Programs (EMMP) for hospitals and healthcare organizations, research laboratories, large government entities including cities, counties, and entire states, major colleges and universities, large grocery store chains, banks, and credit unions.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Business Services Industries

Nomination Title: The Remi Group's Claims Department

Tell the story about what this nominated team achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Remi provides a comprehensive Equipment Maintenance Management Program (EMMP) for healthcare, government, and education institutions. Our maintenance program eliminates the need for individual service contracts and extended warranties with multiple hardware manufacturers by consolidating coverage in to a single maintenance agreement with Remi. This consolidation of multiple contracts and extended warranties allows institutions to effectively manage and control their equipment service costs, which ultimately leads to hard dollar savings ranging from 15 to 20 percent. The Remi EMMP covers equipment types ranging from MRI’s and CT’s, security/x-ray, laboratory, IT, and general office such as scanners and printers.

Remi’s Back Office Customer Service Department, otherwise known as Claims, is directly responsible for reviewing the vendor invoice, verifying the service performed is a covered event, and processing direct payment to the service vendors. Accurate and timely processing of the thousands of invoices received is critical to customer expectations. Remi’s five full-time representatives process in excess of an astounding 34,000 service events annually, each requiring a high level of expertise and product knowledge. The Claims Representatives have more than 50 years of cumulative experience, which is exceptional considering the company was incorporated in 2003.

Remi’s Claims Department has one of the lowest turnover rates in the company; 85% of the back office customer service department has been with Remi for 5+ years and the dedication to their job stems from their commitment to our customers. Because each representative has their own “book” of business that they support, it’s led to strong customer relationships by building a high level of competency and trust. The department was also one of the first to win a Remi Corporate Award that recognizing hard work, strong work ethics, and great attitudes.

The following highlights several of the key Back Office Customer Service Team’s accomplishments of 2013:

•On pace to process 8.8% more claims in 2013, as compared to 2012 with no change in staffing
•Each Claim Representatives holds a state issued claim adjusters license with credentials that maintain the State's requirements of continuing education
•Saved clients over $100K due to vendor negotiations (credits received from the servicing vendor)
•Received audit rating of "Excellence" from our insurance carrier for the quality and quantity of claims processed
•Zero employee turnover

The enthusiasm each representative possesses while efficiently managing the daily influx of claims, resolving clients issues, managing multiple vendors, and providing remarkable customer service no matter the situation is a constant motivator for Remi’s Claims Department to run like a well-oiled machine. Knowledge, flexibility, and adaptability are the key factors for achieving the ultimate goal...serving our clients. As 2013 comes to an end, Remi’s Back Office Customer Service Team is eager to meet and exceed new challenges the New Year and new clients bring with them!

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Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:

Teretta Edwards joined Remi in 2007. As Reimbursement Supervisor, Teretta oversees invoice submissions, processing, and service vendor payments for maintenance and repair events. Teretta is responsible for working with our on-site Program Managers, Engineering Department, and/or end users to handle vendor negotiations and evaluate equipment maintenance losses as it relates to the client’s program agreement.

In addition to being an exemplary employee, Teretta supports her community by delivering meals for Friendship Trays, a local Charlotte Mecklenburg Meals on Wheels.

Prior to joining Remi, Teretta was a Provider Claims Specialist for WellPoint, Inc. She received a Bachelor of Science in Business Administration / Management Information Systems from Virginia Union University and a Masters of Health Service Administration from Strayer University.