Customer Service Week 2023
Thousands of companies across the United States and around the world are recognizing Customer Service Week, October 2-6, 2023. In 1992, the U.S. Congress proclaimed Customer Service Week a nationally recognized event, to be celebrated annually during the first full week in October. This year, the theme for Customer Service Week is “team service.” We asked Invicta’s CEO, Donny Zamora, to share some thoughts on his career-long experiences and philosophy around customer service.
Customer Service Week is an international celebration of the value of customer service and an opportunity to thank our team members who provide customer service to others on a daily basis. Best in class organizations spend a great deal of time, talent, and resources to ensure their clients receive consistent and exemplary service experiences. There is no exact magic formula – only a series of excellence in service standards.
At Invicta, our leadership recruits, hires, trains, and promotes based on numerous factors and ROI deliverables for our clients. When it comes to evaluating service excellence, these traits below set the bar:
Knowledge
Being well-trained, mentored, and well-informed means that team members are able to answer questions from clients and their patients and provide appropriate guidance. I learn something new every single day.
Empathy
Working in the Healthcare industry demands empathy. Concerns about personal health, financial implications, and stress over payer issues all affect feelings.
Effective Communication Skills
I often say that I “read people” for a living, and I coach others on this. Verbal and non-verbal communication skills, coupled with active listening, are crucial to understanding needs and delivering value. Every day, we read, write, and speak to others. There is no room for ineffective communication skills in a service environment.
Flexibility
Just as our Enrollment team has taken proactive steps to assist our hospital clientele in handling the Medicaid re-enrollment changes, our RCM team is always creating stronger results on the back end. Willingness to adapt and create solutions is a life skill and certainly a job requirement.
Consistency
As Brand Ambassadors, we advise our employees on day one that we must have a consistent service quality across all touchpoints and interactions. Whether encountering an Invicta executive at a conference, an Enrollment Specialist in a hospital setting, or connecting through online channels, a consistent experience builds trust and brand value.
Respect for Privacy
Those of us who deal with private, confidential data every day go through rigorous training, and we protect our access to data. Beyond these, every person must engender true RESPECT for others’ privacy. In other words, beyond the legal requirement, we must remember that health is personal.
Cultural Sensitivity
As a nationwide healthcare revenue cycle management service provider, our clients have patients all over the U.S. and come from unique backgrounds, different life experiences, and language barriers. Our unique life experiences make us who we are, and our service experience should meet hospital clientele, individual patients and their families, and our own colleagues where they are to the best of our abilities.
Efficiency
Return on Investment (ROI) isn’t the only client deliverable that requires streamlined processes. Efficiency also impacts the customer and patient service experience. We must ensure that our clients – and our colleagues – don’t have to wait too long for assistance, responses, and resolutions.
Finally, I would like to extend my personal thanks to Team Invicta. Frequent positive feedback and notes, emails, and letters full of gratitude from grateful patients, hospital system leaders, and internal colleagues are treasures to our Leadership Team. At the end of the day, we are people who serve other people!
Thousands of companies across the United States and around the world are recognizing Customer Service Week, October 2-6, 2023. In 1992, the U.S. Congress proclaimed Customer Service Week a nationally recognized event, to be celebrated annually during the first full week in October. This year, the theme for Customer Service Week is “team service.” We asked Invicta’s CEO, Donny Zamora, to share some thoughts on his career-long experiences and philosophy around customer service.
Customer Service Week is an international celebration of the value of customer service and an opportunity to thank our team members who provide customer service to others on a daily basis. Best in class organizations spend a great deal of time, talent, and resources to ensure their clients receive consistent and exemplary service experiences. There is no exact magic formula – only a series of excellence in service standards.
At Invicta, our leadership recruits, hires, trains, and promotes based on numerous factors and ROI deliverables for our clients. When it comes to evaluating service excellence, these traits below set the bar:
Knowledge
Being well-trained, mentored, and well-informed means that team members are able to answer questions from clients and their patients and provide appropriate guidance. I learn something new every single day.
Empathy
Working in the Healthcare industry demands empathy. Concerns about personal health, financial implications, and stress over payer issues all affect feelings.
Effective Communication Skills
I often say that I “read people” for a living, and I coach others on this. Verbal and non-verbal communication skills, coupled with active listening, are crucial to understanding needs and delivering value. Every day, we read, write, and speak to others. There is no room for ineffective communication skills in a service environment.
Flexibility
Just as our Enrollment team has taken proactive steps to assist our hospital clientele in handling the Medicaid re-enrollment changes, our RCM team is always creating stronger results on the back end. Willingness to adapt and create solutions is a life skill and certainly a job requirement.
Consistency
As Brand Ambassadors, we advise our employees on day one that we must have a consistent service quality across all touchpoints and interactions. Whether encountering an Invicta executive at a conference, an Enrollment Specialist in a hospital setting, or connecting through online channels, a consistent experience builds trust and brand value.
Respect for Privacy
Those of us who deal with private, confidential data every day go through rigorous training, and we protect our access to data. Beyond these, every person must engender true RESPECT for others’ privacy. In other words, beyond the legal requirement, we must remember that health is personal.
Cultural Sensitivity
As a nationwide healthcare revenue cycle management service provider, our clients have patients all over the U.S. and come from unique backgrounds, different life experiences, and language barriers. Our unique life experiences make us who we are, and our service experience should meet hospital clientele, individual patients and their families, and our own colleagues where they are to the best of our abilities.
Efficiency
Return on Investment (ROI) isn’t the only client deliverable that requires streamlined processes. Efficiency also impacts the customer and patient service experience. We must ensure that our clients – and our colleagues – don’t have to wait too long for assistance, responses, and resolutions.
Finally, I would like to extend my personal thanks to Team Invicta. Frequent positive feedback and notes, emails, and letters full of gratitude from grateful patients, hospital system leaders, and internal colleagues are treasures to our Leadership Team. At the end of the day, we are people who serve other people!
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