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Health First Health Plans Recognized AGAIN for Outstanding Customer Service

This is the fourth year in a row Health First Health Plans has been recognized

ROCKLEDGE, FL - Health First Health Plans has been recognized for call center operation customer service excellence for a fourth consecutive year under the J.D. Power and Associates Call Center Certification Program. The Call Center Certification Program distinction acknowledges a strong commitment by Health First Health Plans call center operations to provide "An Outstanding Customer Service Experience."

According to J.D. Power and Associates Health First Health Plans has demonstrated its commitment to delivering outstanding service to customers through the phone channel. Health First Health Plans has not only improved from 2010 in every facet of the customer experience with customer service representatives, but has also performed particularly well in each of these areas, compared with other high-performing organizations.

"We are thrilled to receive this certification for the fourth year in a row," said Mark Francen, director of customer experience at Health First Health Plans. "As a local health plan with a goal of being the partner of choice, we're glad to hear that our members appreciate the personal service we provide."

To become certified, the call center operations successfully passed a detailed audit of more than 100 practices that encompass the call center's customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of customers who recently contacted its call centers.

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The evaluation criteria include the customer service representative‚??s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.