What a Credentialing Service Can Do to Better Serve Its Clients
In addition to providing medical providers with credentialing reports, quality CVOs also foster an atmosphere that encourages continued professional development and collaboration. Good customer service from a CVO includes prompt responses to inquiries, trained staff members who are allocated to each client, a streamlined credentialing process, enough technological resources, and supplementary services like auditing and keeping tabs on license renewals. In order to develop a genuine working relationship with a medical institution, the CVO must place a focus on customer service, which entails providing relevant information and assistance.
When evaluating the quality of a CVO’s customer service, it is important to take into account five factors: adaptable credentialing procedures; a variety of quality services; prompt replies to customers; individualized assistance; and sound technological practices. Some aspects of service, such as a prompt response to inquiries, may appear inconsequential, but they really demonstrate the caliber of the CVO and so determine the nature of the CVO’s ongoing connection with its customers.
Recognizing the Importance of Individual Preferences, We Tailor Our Credentialing Services Accordingly
Executives in charge of customer service must be receptive to their customers’ wants and demands. Either the National Committee for Quality Assurance (NCQA) or the Utilization Review Accreditation Council (URAC) should have accredited the CVO, or the CVO should meet the requirements for accreditation set by these organizations. Further, the CVO should include new client credentialing requirements and be able to modify credentialing procedures by including additional criteria or using a subset of criteria. One example of this kind of adaptability is the willingness to provide suggestions for improving efficiency and to collaborate with customers to identify their specific requirements rather than stick to a generic set of guidelines.
Personalized Care and Strict Quality Assurance
In order to provide really personalized service, a separate employee must be assigned to each customer. Both a designated manager for handling crises and a clear channel for voicing grievances are needed. All employees must be educated on how to complete credentialing reports in accordance with the requirements of the accrediting body.
Feedback should be managed, excellent service should be rewarded, and poor performance should be evaluated with the use of a defined quality control system and frequent internal audits. A copy of the CVO’s quality control policies and procedures should be available upon request. Accreditation by a reputable organization like the National Committee for Quality Assurance (NCQA) or the Urology Research Accreditation Commission (URAC) is your assurance that the service you get is up to par.
Provision of a Very High Standard
Timeliness and thoroughness are two characteristics of high-quality work. Credentialing reports from reliable CVOs are often returned within the prescribed time frames of the industry, which are 30 days for managed care and 60 days for hospitals (according to JCAHO) (NCQA and URAC). In addition, there will be no blanks in the credentialing reports, and all the necessary information will be included. The number of times a CVO may ask a company or group for data, or use any other information-gathering method, should be limited. It is imperative that problematic files be brought to the attention of the review committee right away. As a whole, these procedures provide a comprehensive report on credentials.
Good CVOs also include services like monitoring the status of licenses and other credentials (expirables) and disciplinary measures taken by other organizations (surveillance); providing credentialing-related advising and training; and assisting with internal audits.
Rapid Response to Inquiries from Customers
Ideally, a CVO would get back to inquiries within 24 hours. No inquiries should be avoided, deferred, or answered indirectly; rather, they should be answered swiftly, thoroughly, and directly.
Inventions and Technological Tools
Databases, paperless credentialing, and secure online access are all examples of modern technologies that CVOs should be employing.
Providing excellent customer service is crucial to building trust between CVOs and healthcare institutions. Maintaining positive relationships with patients and their families requires a CVO to excel in five key areas: quality assurance procedures; credentialing procedures; response times; technological proficiency; and responsiveness to queries and requests. All of these indicators point to a CVO that is responsive, one that is tuned in to its customers and makes it a priority to continually cater to their unique requirements.