IEHP Celebrates J.D. Power Certification
Inland Empire Health Plan (IEHP) has recently earned a prestigious certification from J.D. Power, signifying excellence in customer service for their phone support. This recognition reflects IEHP's unwavering commitment to providing outstanding experiences for its members.
Recognition of Customer Experience
According to Mike Grant, IEHP's Vice President of Member Experience, receiving this certification is a source of immense pride. He emphasized the significance of this recognition, stating, "As J.D. Power is a symbol of excellence, we are overjoyed at the recognition of the team's hard work and dedication to our members." This accolade not only highlights the quality of service provided but also instills confidence in members that they will consistently receive top-tier support.
IEHP's Commitment to Service Innovation
IEHP aimed to achieve this certification as part of its mission to stay at the forefront of customer service excellence. This initiative involved a thorough evaluation process lasting over a year, allowing the organization to gather invaluable feedback and insights on service strategies. As Remington Paul, Senior Director of Member Services, mentioned, the feedback received sparked new ideas while reinforcing the organization’s commitment to continuous improvement.
Delivering Consistent Support
The vast member services team at IEHP consists of 508 dedicated professionals, handling an impressive volume of approximately 146,900 calls monthly. On average, team members respond to about 4,900 calls each day across various services, including Medi-Cal, Medicare, and Covered California. Common inquiries range from eligibility status to authorizations, highlighting the team's readiness to assist members effectively.
What the Certification Means for Members
For IEHP, this certification is a testament to the true impact of their efforts on their members. Grant states, "We've always believed that we deliver excellent customer service, but having that belief recognized by J.D. Power through direct feedback from our members demonstrates that we're truly making a positive impact." This recognition reinforces IEHP's dedication to providing consistent and intentional service that truly works for its members.
Company Values and Mission
At the heart of IEHP’s operations lies a mission to heal and inspire the human spirit. As one of the top 10 largest Medicaid health plans, it stands out as the largest not-for-profit Medicare-Medicaid public health plan in the nation. IEHP has also been acknowledged as a Great Place to Work for five consecutive years, emphasizing the organization's commitment to its employees and members alike.
About IEHP and Future Plans
Founded in 1996, IEHP serves over 1.5 million residents across Riverside and San Bernardino counties who are enrolled in either Medicaid or the IEHP DualChoice program. As of 2024, IEHP will expand its services to include Covered California plans, ensuring even greater access to healthcare for local residents. With a strong network of quality physicians and a team of nearly 4,000 committed staff members, IEHP aims for the vision of fostering optimal care and vibrant health in the community.
Frequently Asked Questions
What is the significance of the J.D. Power certification for IEHP?
The J.D. Power certification signifies that IEHP has met high standards of customer service excellence, reflecting their commitment to member satisfaction.
How many calls does IEHP's member services team handle?
IEHP's member services team responds to approximately 146,900 calls each month, which averages to about 4,900 calls per day.
What services does IEHP provide?
IEHP offers various services including Medi-Cal, Medicare, and Covered California, ensuring comprehensive health coverage for its members.
How does IEHP measure customer satisfaction?
IEHP utilizes customer feedback and analytical data from evaluations to continuously improve the quality of its services and member experience.
What is IEHP's mission?
IEHP's mission is to heal and inspire the human spirit by providing quality healthcare services to its members and the community.
