Date: Thu, 18 Dec 1997 18:29:10 GMT Server: Stronghold/1.3.4 Ben-SSL/1.3 Apache/1.1.3 Content-type: text/html Content-length: 6289 Last-modified: Wed, 17 Dec 1997 15:27:55 GMT API - Customer Satisfaction
Advance Paradigm Inc - Customer Satisfaction
Advance Paradigm understands that the key to providing outstanding customer service is the ability to measure performance. To that end, Advance Paradigm has established quantifiable performance standards which secure timely and accurate service the first time. Each member of our team is focused on one goal - keeping your healthcare costs down while improving your member's quality of life.

Client Services Advance Paradigm strongly believes in the importance of a seamless implementation and transitional period. To ensure this, each client is provided with a management team, benefit design consulting, performance guarantees, and executive benefits reports.

Member Services Advance Paradigm knows unsatisfied members lead to an unacceptable business relationship. Each of our Member Service Representatives have greater than two years of customer service experience and a pharmacy background, which guarantees representatives who understand and are empowered to help.

Provider Services Advance Paradigm provides informational services for all retail pharmacies in our network. All problems with claims can be handled by contacting our toll free help desk line.

Home Page | General Information | Product/Services
Health Benefit Management | Pharmacy Management
Medical Management | Support Systems

Client Services

  • The Management Team consists of a clinical director, a client service advocate, and an operations specialist to optimize seamless integration of all aspects of your program. 
  • Benefit Design Consulting. 
  • Performance Guarantees. 
  • Executive Benefits Reports are provided on a quarterly basis. These reports reflect brand versus generic utilization, projecting cost savings with generic use, total number of prescriptions filled, total pharmacy dollars, drug utilization by drug/class, average prescription cost by drug/class, and top ten drugs-percentage of total dollars and prescriptions. We can also do customized reporting. 
  • Customer Satisfaction Surveys help in our evaluation process. 
    
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Member Services

  • Advance Paradigm employs highly trained pharmacy technicians to handle all member calls. Each representative works on a smart terminal that allows access to all components of API, bringing all information to their attention at the touch of a keystroke. API feels confident that the combination of training and equipment provides the ultimate customer service representative in the PBM market today. 
  • Members services is open seven days-a-week to assist members. A representative is on-call 24 hours a day to help resolve issues after hours, as well as a Pharmacist in the event that the situation is urgent. 
  • Members can refill prescriptions 24 hours-a-day, seven days-a-week via an interactive voice response system. 
  • Advance Paradigm provides a toll-free 800 number for all members to utilize. 
  • Special services representatives to research and expedite orders. 
    
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Provider Services

  • Provider services is open seven days a week to assist providers. 
  • Advance Paradigm's Provider Services department maintains a single 800 number to handle all member and provider questions. 
  • All Member Service representatives are cross-trained on mail and retail service. 
  • Advance Paradigm is committed to deliver unparalleled customer service, including abandonment rates below 3 percent and an average speed of answer of less than 20 seconds. 
  • Sophisticated proprietary call tracking system. 
  • Multi-lingual capabilities. 
    
Top of Page | Home Page | Product/Services
Health Benefit Management | Pharmacy Management
Medical Management | Support Systems