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Prescription Solutions/UnitedHealth Group

ABA11 Winner / How to Enter

Company: Prescription Solutions/UnitedHealth Group, Irvine, CA
Company Description: Prescription Solutions has provided superior pharmacy benefit management (PBM) programs and services since 1989. Currently, we serve over 11 million members through a national network of 64,000 community pharmacies, as well as our own mail service pharmacies located in Carlsbad, Calif. and Overland Park, Kan.
Nomination Category: Customer Service Awards Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Voice of the Customer and Customer Advocacy Initiative

    Tell the story about what this nominated organization/department achieved since January 1 2010 (up to 500 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:

        Prescription Solutions is strongly committed to hearing the voice of the
customer and applying that input not only into system and process changes, but
company culture change as well.

        The company listens to the voice of the customer by evaluating more than
400,000 after-call customer surveys each year. This information is
supplemented by regularly distributed mail surveys of customer satisfaction.
The company recently hired a prestigious organization to conduct third-party
satisfaction surveys of customers. And we track “the ultimate question”: How
likely are you to recommend the company to your friends and family?”

        Listening to the voice of the customer produced more than a learning program.
It has resulted in an intentional and dramatic culture change initiative at
the company. This change involved substantial training for all employees,
including executives and managers, using traditional approaches such as
classroom training and posters. But also brought to bear were several
innovative communication tools.

        Media boards were installed so that e-posters could be displayed, along with
customer satisfaction statistics. At one point, the communications department
made a silent video to show on the boards. Later, an in-house video unit was
started, and employees were given ear buds so they could watch educational
videos on their desktop computers.

        Employees' interest in social media web sites resulted in the development of
another creative tool for enhancing customer satisfaction, The Advocacy Blog.
This blog assists employees by answering their procedural questions in a
friendly, informal information vehicle. It provides tips and customer-friendly
advice as well as answering questions.

        The results have been dramatic. Even after quality guidelines were rewritten
to emphasize and reward customer-centric behavior, quality scores rose to the
high 90s. As a result of listening to the voice of the customer, the quality
of calls has been at or above 95% for more than 32 continuous months. Since
listening to the voice of the customer propelled us into the customer advocacy
initiative, we have won many prestigious awards for our customer-centrism,
including the 2009 ASTD award for one of the Very Best Learning Organizations
and the Certificate of Merit for Innovation from the Chief Learning Officer.

        The company is not resting on its laurels, however. We are in the process of
refreshing the Customer Advocacy initiative, to improve and extend the
positive customer response. We are running a Learning and Performance
initiative that measures learning at all four Kirkpatrick evaluation levels
and flows from design, through training, to quality in a constant feedback
loop that improves the quality of design materials as well as the quality of
delivery. The company has also launched an experimental pilot to push customer
delight to the next level by further empowering employees to solve customer

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, []:

        American Business Award 2011: Prescription Solutions Links

        Prescription Solutions Receives 2011 LearningElite Designation for Best-in-
Class Work Force Learning and Development can be found on our Internet here:

        Prescription Solutions, a leading pharmacy benefit management (PBM)
organization and a UnitedHealth Group (NYSE: UNH) company, received Chief
Learning Officer magazine's first-ever "CLO LearningElite" designation for its
3D Learning program.

The LearningElite initiative recognizes exemplary work force development
programs that deliver positive business and human resources results.

"3D Learning exemplifies Prescription Solutions' commitment to continually
creating new ways to meet our customers' needs," said Jacqueline Kosecoff,
Ph.D., CEO of Prescription Solutions. "Chief Learning Officer's LearningElite
designation validates our ongoing focus on delivering quality service in
everything we do."


        ASTD BEST Learning Organization Award 2009 can be found on our Internet here:
The company won a 2009 BEST Award from the American Society for Training and
Development (ASTD) in recognition of its Customer Advocacy initiative,
becoming the first PBM in the nation to receive a BEST Award. "Our customers
expect to be delighted, not just satisfied, with our service - and that is
what drives our Customer Advocacy training initiative," said Jacqueline
Kosecoff, Ph.D., CEO of Prescription Solutions. "Our team approached the
changes with the same rigor, comprehensiveness and dedication to
individualized solutions that we employ with our clinical programs. We're
honored to see the program recognized on the international stage by the
American Society of Training and Development."

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

        Troy Shaffer,  Director 3D Learning: Development
Having gained his bachelor’s degree in Economics and master’s in Business
Administration, spent many years in leadership roles to include: Retail
Management, Distribution and Supply Chain Management, Financial Mortgage
Industry gaining over 17 years of management experience. Troy joined United
Medicare and Retirement as the Director of Quality for Part D in 2007 and moved
on to the Director of Quality and Process Improvement for Appeals and Grievances
within Operations in June 2008.  In March of 2010, Troy joined Prescription
Solutions in his current role of Director of 3D Learning: Development.