In order to preserve our culture of service excellence in a rapidly changing world, AccessNurse embraces three values that affirm our dedication to our clients in everything we do.
At AccessNurse, our purpose is to support each client’s core mission through adherence to uncompromised standards and unfaltering compassion. AccessNurse is proud to be a national leader for medical call center solutions, driven by our commitment to quality and supported by our innovative technology.
At AccessNurse, we promise to improve the experience of our provider clients and patients as we:
At Access Nurse, we believe customer service is the responsibility of everyone, including senior management and supervisors, for effective and ongoing delivery of excellent service. Our TeamCARE (Customer Appreciation Relations Expert) program reinforces this belief with ongoing training, clear customer service standards and consistent application and follow-up.
TeamCARE focuses on delivering excellent customer service by establishing a cultural commitment and infrastructure that supports our strategic customer service plan. The program focuses on four basic core principles:
The program uses a structured employee recognition and customer service award point system based on specific program metrics.
One key THMCC differentiator that speaks to the strength of our business partnerships is our Client Services team, which is made up of Strategic Account Managers, Data Analysts and VP of Strategic Clinical Solutions.
Each client has an assigned Strategic Account Manager (SAM) who is the client’s main point of contact and and works directly with the client to ensure that practice and clinical goals and objectives are met. The team is available 24/7/365 and works together to ensure that all physician profiles and client data is consistently updated and that reports are customized to meet each client’s needs.
Additionally, Strategic Account Managers perform an intensive analysis of our services as they relate to client objectives. Using this analysis, the SAMs identify ways to improve the quality and efficiency of our program and to give clients feedback that will allow them to understand any areas of improvement for service delivery. SAMs also collaborate with clients to define a methodology that speaks to organizational objectives and to provide customized reports that demonstrate ROI.
Our goal is to evolve from simply becoming the ‘expert hire’ to becoming an invaluable client advisor.
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