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Grand Rounds - Customer Service Department of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Grand Rounds, San Francisco, CA
Company Description: Founded in 2011, Grand Rounds provides an employer-based solution that gives employees and their families the technology, information and support they need to make life’s most critical choices—whether and where to receive medical treatment.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries

Nomination Title: Grand Rounds

Tell the story about what this nominated department achieved since the beginning of July 2016 (up to 650 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: TEXT REDACTED FOR PUBLICATION

Grand Rounds opened its doors in 2011 with the mission of providing an employer-based solution that gives employees and their families the technology, information and support they need to make life’s most critical choices—whether and where to receive medical treatment.

The current health care system is plagued with problems, but the customer service team at Grand Rounds works tirelessly to deliver a healthcare experience goes above and beyond the norm. From 2016, Grand Rounds has grown from 80 to over 100 employer customers, serving over 3 million covered lives, and has not only expanded geographically to meet our patient’s needs, but has created new products and functions to better serve our patients.

Problem #1: 77% of rural counties are experiencing shortages of primary health professionals and these residents are more likely to report fair to poor health than residents in metropolitan areas.

Solution: Geography can play a significant role in physician quality — the nation’s top doctors tend to be concentrated in metropolitan areas near major academic medical centers. For employers with highly dispersed workforces in rural or remote areas, these disparities are both dangerous and costly — especially considering that physicians influence 35% of total health care costs in the U.S. The lack of access that employees and their families have to quality physicians can result in higher complication, readmission, and mortality rates.

For benefits leaders with highly dispersed workforces in remote areas, the costs associated with low-quality physician care can go unnoticed when reviewing the company’s total health care trend. Our broad portfolio of employer customers includes companies across telecommunications, high-tech, health care, transportation, physical infrastructure support, education and retail. To better serve our customers’ employees, Grand Rounds opened a site in Maine, dedicated to patient care.

This expansion has increased the capacity of the patient care teams located in San Francisco and Reno, positioning the company for improved support for our East Coast patients and continued customer growth.

To date, Grand Rounds has hired 30 patient care specialists at the Lewiston Maine location, and aims to grow to over 200 team members over a 5-year period.

Problem #2: Patients don’t have access to the information they need to make informed healthcare choices. More than 1 in 4 (28%) people admit to not knowing where to find a qualified medical specialist for a specific illness or disease.

Solution: Grand Rounds puts an entire team of healthcare professionals on the patient’s side. The Care and Medical Teams connect patients with top-tier physicians for Expert Opinions on their existing diagnosis and treatment plan, and facilitates in-person Office Visits with local high-quality physicians. The Grand Rounds Care and Medical teams serve as the patient’s champion, patiently explaining all medical terminology and answering the patient’s questions, resulting in 83% adherence for visits and 84% adherence for expert opinions.

Our patients have a 2x increase in health literacy after utilizing Grand Rounds’ expert opinion service, enabling them to make better health-related decisions for themselves and their families. Grand Rounds has a patient Net Promoter Score (NPS) of 60 and a physician NPS of 70. In contrast, the average health insurance company has an NPS of around 10.

Problem #3: The ability to access a physician at any time, and build a trusting relationship.

Solution: Our care team is committed to giving each patient the care they need at the moment they need it.

As a testament to this, on July 1st, 2017 Grand Rounds’ services were officially available to a client and their families. In less than one month, our care team saw a caseload increase of 300%, with the average care team member working through the night without complaint. Our care team put each of these patients before their own needs to make sure each patient received high-quality care in their time of need.

Success: