• Customer stories
  • Healthcare
Better customer experiences pay off big for a premier healthcare benefit management company
customer profile

A large pharmacy benefit management organization, implemented Logi-Serve's Sales and Service Excellence assessment to help them identify top applicants for their Patient Care Advocate (PCA) position. The competency profile of top performing PCAs was used to establish a custom assessment benchmark for the position. The resulting benchmark identified representatives who were more likely to retain business and inspire new business.

Customer

A Fortune 50 Healthcare Benefit Management Company.

Challenge

The client needed an assessment to attract and identify Patient Care Advocates who have the requisite competencies to handle service inquiries from various healthcare stakeholders regarding pharmacy benefits. PCAs also assist members in understanding and maximizing the use of their pharmacy distribution program.

Solution

The client implemented Logi-Serve’s Sales and Service Excellence assessment to identify top applicants for their Patient Care Advocate (PCA) position.The assessment identified representatives who were more likely to retain business and inspire new business.

Results

PCAs who scored high on the calibrated assessment were more likely than low scorers to encourage repeat business (72% vs. 60%). High scoring PCAs were more likely to inspire new business from customer referrals (70% vs. 57%). Using the assessment in the hiring process improve the PCA workforce could enhance customer retention by 1.7% and increase annual revenue by as much as $7.3 million.
 

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