4 in a Row: TriWest Receives J.D. Power and Associates Certification
PHOENIX — For the fourth consecutive year, TriWest Healthcare Alliance's contact centers have been recognized by J.D. Power and Associates for providing "an outstanding customer service experience" to its beneficiaries.
To become certified, a third party conducted surveys of about 1,500 TriWest customers over two weeks and measured:
- Contact center representatives' concern for the customer
- Courtesy and knowledge
- Convenience of operating hours
- Ease of reaching a representative
- Timely call resolution
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 challenging contact center time and effectiveness standards set by the DoD.
"Taking care of military families has been our sole mission for 15 years," said TriWest President and CEO David J. McIntyre, Jr. "Our beneficiaries know they are our number one priority and this certification simply reinforces our commitment to them."
TriWest's six contact centers and claims subcontractor (Wisconsin Physicians Service in Wausau, Wis.) handle nearly 20,000 calls each day and are located in:
- Anchorage, Alaska
- Colorado Springs, Colo.
- San Diego
- Tacoma, Wash.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.