Create an outstanding member experience – which will result in:

• Improved quality
• Higher customer satisfaction
• Member, client and physician loyalty

First we identified how we want our customers to feel when they interact with us. Next we identified the behaviors we need to exhibit to generate those feelings. We choose the top 5 behaviors and developed an interactive classroom experience for each.

• The highly interactive classroom experience
• Training our supervisors on how to coach each of the behaviors
• Creating recognition events around each behavior