TriWest Earns J.D. Power and Associates Contact Center Certification

PHOENIX (April 13, 2009) — For the second consecutive year, TriWest Healthcare Alliance has earned J.D. Power and Associates’ Contact Center Certification for providing “An Outstanding Customer Service Experience” to its beneficiaries.

“TriWest’s certification shows that its contact centers are among the most elite and professional in the nation,” said TriWest President and CEO David J. McIntyre Jr.  “This certification also demonstrates a strong commitment by TriWest’s contact center staff to provide outstanding support to TRICARE’s 2.7 million beneficiaries living in the West region and 145,000 health care practitioners in the provider network.”

TriWest’s six contact centers, received the certification after a third party conducted surveys of approximately 1,500 TriWest customers over 2 ½ weeks. Surveys measured contact center representatives concern for the customer, courtesy and knowledge, as well as the convenience of operating hours, ease of reaching a representative and timeliness of resolutions.

In addition to meeting J.D. Power and Associates certification guidelines, TriWest—the Department of Defense (DoD) contractor that administers TRICARE, the military’s healthcare entitlement, in 21 western states— continually exceeds stringent contact center time and effectiveness standards set by the DoD.

“This certification is a demonstration of the fact that we are consistently providing the highest levels of customer service,” said Rhonda Hammond, TriWest’s vice president of corporate operations. “Calls are answered promptly and our customers get the right answers and information they need.”

TriWest’s contact centers are located in Anchorage, Alaska; Colorado Springs, Colo.; Honolulu; Phoenix; San Diego; and Tacoma, Wash.

Published Date: 04/13/2009