Company: BeneCard PBF, Mechanicsburg, PA
Company Description: BeneCard PBF is a PBM (Prescription Benefit Manager) serving over 670,000 members nationally. Over the past three decades, BeneCard PBF has grown from a small company started by a Pennsylvania-based pharmacist to a sophisticated, client-centric, prescription benefit management facilitator. The company has main offices in Mechanicsburg, PA and Bonita Springs, FL, and other nationwide facilities.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Other Service Industries
 Nomination Title: BeneCard PBF Call Center - Our Members Are Our Purpose
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
We have submitted attachments categorized as follows:
Overview
Training and Development
Processes and Procedures
Recognition
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
Since its inception, BeneCard PBF's mission, "Clients and Members, Always First", has been woven throughout the company, embraced by our teams, and remains the guiding principle in serving our clients and members. Our Call Center team truly epitomizes the commitment to our corporate mission. In fact, our overall Call Center quality score for 2023, as monitored by our QA Team, was 98.40%.
Our highly-trained CSR's are charged with the vital responsibility of providing the first, and often most important, contact for our [REDACTED FOR PUBLICATION] members who may have crucial questions/issues related to their prescription management and overall healthcare. As the "voice" of BeneCard PBF, this critical connection with our CSR's is facilitated by our Call Center being live 24/7, 365 days/year and offering assistance in 240+ languages. Call urgency is supported with live connection via 2 prompts.
Extending well beyond responding to inbound calls from members, the CSR's are trained in call escalation processes and also launch outbound calls to pharmacies, physicians, clients and members to ensure the safety and accuracy of prescription medications.
To maintain this essential level of member care, we are focused on continually improving our organizational strengths that support our innovative Member Service/Call Center hub.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Since July 1, 2021, actual data has surpassed goal metrics in over 20 KPI's.
[REDACTED FOR PUBLICATION]
During this time, there have been 719 member recognitions submitted to Call Center management for outstanding customer service.
Also, in a recent independent audit of our Call Center by Heartland Fidelity Insurance Company, the team received 100% accuracy rate for categorization, appropriate handling, and accurate call documentation.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 250 words used.
These achievements document the commitment to our corporate mission. Delivery of the highest quality service to our members, consistently monitoring data to track progress, identification of improved processes, and development of programs for continuous improvement, encourage best practices month over month, year after year.
Also, all CSR’s receive robust training, including preparation for interaction with members, providers and physicians, relative to all scenarios, questions, and issues. These unique skills enable them to provide the highest level of assistance.
The adherence to and monitoring of this process along with the skills of our highly-trained Call Center team, facilitated adoption of an aligned alternative process during the Covid-19 epidemic.
Since the Call Center interacts directly with members about their prescriptions, the volume of calls increased during the epidemic.
Due to Call Center flexibility and training, CSR’s managed:
- The release of Covid vaccines and coverage scenarios. The team was rapidly updated on new offerings and any changes.
- Alerting the staff regarding test kits and related federal government information.
- Corporate SharePoint platform was used for internal referencing and training.
Additional modifications:
- Fully remote work during critical time frame; Back to work hybrid schedules after approvals.
- Call Center volume was monitored for call arrival patterns and adjusted.
- To address pandemic related delays at retail pharmacies, additional staff members were assigned to make outbound calls to assist BeneCard PBF retail pharmacies.
Our defined Call Center processes combined with the CSR’s expert training, limited any disruption, and major issues were avoided for our Member Services/Call Center hub.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 24 words used.
We have attached supporting materials which are submitted by category as noted in question #2. (Overview, Training and Development, Processes and Procedures, and Recognition)
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