Quality standards

Where healthcare connects.
Availity Quality Service Standards
2019
Customer service as a market differentiator

Customer service is personal
© 2019 Availity, LLC. All rights reserved. Confidential and proprietary—do not distribute.2

Customer service is personal

Service is PERSONAL
Service is INTENTIONAL

Agenda
Lesson Topic
Lesson 1: Focus on Service DELIVERY
Lesson 2: Focus on YOUR customers
Lesson 3: Focus on the STANDARDS
Lesson 4: Service Recovery – a roadmap
Lesson 5: Integrating it into our Availity Culture

Focus on Service Delivery

Loyalty Profit Chain

Internal Service Quality
Employee Satisfaction
Employee Retention
Employee Productivity and Performance
External Service Quality
Customer Satisfaction
Superior Customer Value
Customer Loyalty
Revenue, Growth, Profitability
Shareholder Value

9 © 2019 Availity, LLC. All rights reserved. Confidential and proprietary—do not distribute.
Every link in the chain is important.

Internal Service Quality
Employee Satisfaction
Employee Retention
Employee Productivity and Performance
External Service Quality
Customer Satisfaction
Superior Customer Value
Customer Loyalty
Revenue, Growth, Profitability
Shareholder Value

2019 Strategic Aim: Clarity, Alignment and Focus
Availity’s Core Values
 Best Results for our Customer(s)
 Open and Inclusive Dialogue
 Trusted Relationships
 Customer Inspired Innovation
Fastest growing healthcare network
Market driven and high performing product
and service organization
Health Plan and Provider businesses under
one symbiotic strategy
Industry leading technology platform built
on a secure cloud and micro-services
architecture
Creativity, innovation, and thought
leadership in reducing phone calls and
faxes between providers and health plans
Objectives
Data driven culture executing against key
performance indicators (KPIs & Balance
Scorecard)

- Tony Hsieh, CEO | Zappos

Focus on Your Customer

Know the Customer
We can never have exceptional service without
a holistic understanding of our customers.

Who is your customer?
Internal Customers Touchpoints
External Customers

Service Touch Points
• Service is consumed in many pieces/experiences over time
• There must be a balance of consistent customer experiences
• A customer’s first experience becomes that customer’s complete
context of Availity – until the next experience
Where do you interact with customers?
What are your touchpoints?

NEEDS
• Situational needs, not basic human needs.
• What does your customer need from you?
WANTS
• What is the desired outcome?
• What does the customer hope to
gain from the experience?
EMOTIONS
• What is the customer feeling?
• Is the situation safe for the customer?
STEREOTYPES
• What does history lead the customer to expect?
• Is it positive or negative?
Definitions

Focus on the Standards

Quality Service Standards
An in-depth analysis of purpose, customer, and economics
should result in clearly defined quality standards
To be effective, Quality Standards must be organized
into a clearly understood hierarchy that informs any
‘tie-breakers’

Availity Quality Standard - Security
• Aware
• Cautious
• Compliant

How will you make a difference?
Internal Customers
External Customers
Touchpoints Actions

Availity Quality Standard - Dependability
• Responsive
• Quality-focused
• Efficient

Availity Quality Standard - Simplicity
• Consistent
• Transparent
• Intuitive

Availity Quality Standard - Innovation
• Collaborative
• Creative
• Forward-thinking

Availity’s Quality Standards
Security Dependability
Simplicity Innovation

Quality Standards
align with Core Values
S E C U R I T Y D E P E N D A B I L I T Y
S I M P L I C I T Y I N N O VAT I O N

Availity’s Common Purpose
We make healthcare easier by
delivering the right information at
the right time and in the right place.

- Bill Gates, Founder | Microsoft Corporation

Service Recovery – a roadmap

The Service Intersection
Exceptional service derives from the intersection of Process, Place, and People
Process
People Place

Availity’s Service Recovery Process
• Apologize and establish your intention to help
• Get the facts
• Develop solutions or manage problems you can’t solve
• Implement solutions

Availity’s Service Recovery Process
If you can’t solve the problem…
• Always use good service skills, whether you can or cannot
personally solve the problem
• Make a commitment to follow up with the customer
• If you cannot remedy the customer’s problem, quickly involve
others who can – service recovery is everyone’s responsibility
• Report chronic service or product problems to applicable
departments and managers
• Provide assistance for solving consistent departmental or
company service or product problems

Master your Stories

Integrating it into our Availity Culture

Integrate
START STOP CONTINUE

Integrate

We make healthcare easier by delivering the right information at
the right time and in the right place.
security
dependability
simplicity
innovation
We focus on
at every touch point for every
customer—providers, payers,
vendors, and internal customers.
Availity Purpose and Quality Standards

Integrating it into our Availity Culture

Quality standards

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