Customer Value Partners. Practical Solutions. Proven Results.
 

Health Care

Markets

Preparing Health Care Organizations for the Changing Landscape

CVP has a dedicated Health Systems Division headquartered in Baltimore, MD. Through our work with various health care industry clients from providers to payors, pharmacy benefits managers to health plans, we help IT and business executives improve their value to patients and beneficiaries through innovations in process, technology and organizational development.

Contact Center Solutions

Are you prepared for Health Care Reform?

On the customer-facing side of operations, while cost containment and pricing will always be an important issue, one of the most important ways for health care organizations to increase their value and set themselves apart is to provide customers with higher quality service.

We have pioneered the development of our own web-based technology – QMART – for health care quality assurance and decision support. QMART was built by CVP over the last four years in partnership with health care insurance processors to provide quality scorecard-based patient/beneficiary customer experience analysis.

We help our commercial and government health care clients achieve a higher level of service while reducing their cost-to-serve through our health care specific CRM approach to:

  • sales force optimization
  • contact center optimization
  • claims processing optimization
  • independent call quality monitoring
  • performance management
  • organizational capability development

IT Solutions

Are your IT systems HIPAA compliant, and do they properly support your contact center team?

CVP understands the significant challenges facing the office of the CIO, especially in the health care domain, and has a proven methodology and technical approach that has resulted in CIO success in both the Federal and private health care sector. The factors for successful performance across IT services delivery share a common theme.

CVP expertise can help you navigate:

  • Information Technology (IT) trends as they relate to health care
  • Understanding of emerging challenges facing health care Chief Information Officers (CIO)
  • Consistent application of skills and knowledge using standard, proven methodologies and frameworks

We help health care organizations integrate technologies with a focus on delivering real benefits to your ultimate customers: patients. Key service areas include:

  • customer support technology integration
  • business intelligence
  • HIPAA-compliant information security

Our clients, in collaboration with CVP, have been recognized as winners of the Gartner & 1to1 Customer Award for Customer Service Optimization and the World Class in Customer Satisfaction Award from Service Quality Measurement Group (SQM).