Wednesday, Aug. 8, 2012
This Week's News
AMA Unified Service Center provides excellence in customer service
With focus on its new strategy, AMA set to shape a better future for health care
Aug. 14 webinar to detail basics of negotiating managed care contracts
Health literacy tools can help doctors support improved health outcomes
Special Feature
AMA Unified Service Center provides excellence in customer service
Every day, physicians and medical students have questions and concerns they need answered and addressed. And every day, the AMA Unified Service Center (USC) is available to meet their needs—in award-winning fashion.
In July, the USC received national recognition as a BenchmarkPortal Certified Center of Excellence, showing that it performs in the top 10 percent of comparable contact centers nationwide. Service centers operated by such companies as Merrill Lynch, New York Life, Wolters Kluwer and Harris Bank are among those to also receive the Certified Center of Excellence designation.
The designation acknowledges the USC for the world-class service it provides physicians, medical students and nonphysician customers, including practice managers, hospitals, librarians, academicians and others.
"Our service center is a vital interface between the AMA and physician members and other physicians who use our products," said AMA CEO and Executive Vice President James L. Madara, MD. "It is an impressive value center and serves us well."
The comprehensive certification process, originally developed by Purdue University, recognizes contact centers for service efficiency and effectiveness and their ability to provide superior quality. The USC handles more than 250,000 service interactions—by phone and email—annually, and a survey that is part of the certification process showed that 98 percent of customers are very satisfied with the service center.
USC agents, such as Marsha Cooks (pictured above), are specially trained to follow industry-leading standards and provide personalized, first-rate service that exceeds expectations. Whether it's in response to a question about credentialing, a membership-related concern or an inquiry regarding one of the AMA's books or online products, USC agents consistently deliver prompt, courteous and respectful service that is second to none.
Do you have an AMA-related question or concern? Contact the USC via email or at (800) 262-3211—at any time Monday through Friday—and experience firsthand the world-class service the AMA provides every day.
