Company: PreCheck, Inc., Houston, TX
Company Description: Founded in 1983, PreCheck, Inc. has focused exclusively on serving the healthcare industry’s employment background screening needs since 1993. Today, PreCheck is a turnkey outsourcing solutions provider, offering a full suite of background screening, compliance, and credentialing solutions to assist its clients adhere to the complex laws and regulations governing the healthcare industry.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: PreCheck, Inc. Client Services Department

Tell the story about what this nominated organization/department has achieved since January 1, 2014 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

PreCheck is a client-focused organization and taking care of our clients is our top priority. With over 20 years of exclusively serving the healthcare industry, we are a background screening firm that works alongside healthcare human resources leaders and other healthcare leaders to protect patient safety and improve quality of care. PreCheck is accredited by the National Association of Professional Background Screeners (NAPBS), which recognizes our commitment to excellence, accountability, high professional standards, and continued institutional improvement.

Since the beginning, we have made it an ongoing effort to provide our clients with exceptional customer experience and quality services. We treat each relationship as a partnership and are committed to meeting and exceeding industry expectations.

“The PreCheck Difference” is our mission, and we achieve this through trust and lasting relationships. Clients, from day one, are partnered with a dedicated account manager on our team to provide personalized, ongoing support for our products and services. This enables our clients to effectively utilize our solutions and concentrate on what matters most: patient safety and care.

In early 2014, we instated our PreCheck Employee Spotlight blog series to highlight our client services team and their continued dedication for the company. The blog series also allows our clients to get to know our client services team, enhancing the personal touch of “The PreCheck Difference.” Our mission has always focused on protecting patient care and helping healthcare organizations recruit and retain only the most highly qualified talent.

PreCheck was recognized in HRO Today Magazine’s 2014 Baker’s Dozen Customer Satisfaction Ratings for Background Screening. Of the hundreds of background screening firms in the country, PreCheck ranked among the top ten highest rated background screening firms in the nation. The Baker’s Dozen ratings were determined by customer satisfaction feedback collected from current clients of survey participants and the results are analyzed across the subcategories of service breadth, deal sizes, and quality.

Our 2014 Customer Satisfaction Survey shows our clients’ high satisfaction ratings in several key areas:

• 96% satisfaction rating in PreCheck’s ability to process our customer orders in a timely manner, a 4% increase from the previous year.
• 98% satisfaction rating in PreCheck’s accuracy of our core product delivery.
• 92% satisfaction rating in PreCheck’s fulfillment of special requests outside of the service level agreement (SLA).
• 98% satisfaction rating in PreCheck’s support team availability. PreCheck is a non-IVR organization and is dedicated to live in-house representative support.
• 96% satisfaction rating from healthcare vertical clients in knowledge level of the suite of solutions provided.
• 97% of PreCheck’s client base considered PreCheck a good partner in our core business.
• 99% satisfaction rating in PreCheck’s ability to successfully provide a final version of our core product to our clients in the agreed delivery manner.

Furthermore, PreCheck released several enhancements to its core employment background check web-based service in 2014. The new features and enhancements allow our clients easier access to the information they need for their hiring processes. The 2014 enhancement release comprised over 10 features and enhancements, including six self-running reports, expanded visual cues for monitoring the status of reports, as well as the ability for clients to leave notes to communicate with other users in their account.

2014 was proven to be a great year for PreCheck. From our debut in HRO Today Magazine’s 2014 Baker’s Dozen Customer Satisfaction Ratings to our improved customer satisfaction scores, these numbers reflect our team’s commitment to providing our clients with industry leading customer service in addition to advancing the quality of patient care. With a commitment to service excellence, we are empowered to “investigate further” and deliver a superior client experience every day.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2014 (up to 150 words).

• 96% satisfaction rating in ability to process customer orders in a timely manner, a 4% increase from the previous year.
• 98% satisfaction rating in accuracy of our core product delivery.
• 92% satisfaction rating in fulfillment of special requests outside of the service level agreement.
• 98% satisfaction rating in support team availability.
• 96% satisfaction rating from healthcare vertical clients in knowledge level of the suite of solutions provided.
• 97% of client base considered PreCheck a good partner in our core business.
• 99% satisfaction rating in ability to successfully provide a final version of core product to clients in the agreed delivery manner.
• PreCheck released several enhancements to core employment background check web-based service.
• PreCheck was recognized in HRO Today Magazine’s 2014 Baker’s Dozen Customer Satisfaction Ratings for Background Screening.
• PreCheck instated the Employee Spotlight blog series.