Health Net Federal Services Earns Prestigious Center of Excellence Recognition from BenchmarkPortal for Ninth Consecutive Year
Friday, April 30, 2021
The recognition places the call center among the top 10% nationwide.
RANCHO CORDOVA, CA (April 29, 2021) — Health Net Federal Services, LLC, (HNFS), a wholly-owned subsidiary of Centene Corporation (NYSE:CNC), announced today that its call center was certified as a Center of Excellence by BenchmarkPortal for the ninth consecutive year. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.
“Health Net Federal Services is proud to be among the top 10% of all call centers nationwide with this certification by BenchmarkPortal for the ninth consecutive year,” said Kathleen E. Redd, President and CEO, HNFS. “This recognition validates the strength and success of our business practices and reflects our mission to best serve our customers by striving to achieve the rigorous standards of BenchmarkPortal’s certification.”
The Center of Excellence distinction is unique in that it is calculated only “by the numbers.” This means that the BenchmarkPortal team audits and verifies the center’s key performance indicators and compares that data to data from other peer organizations. This is different from other types of contact center certifications that typically focus on less results-oriented measures, such as process handling methods and procedures. Only 10% of call centers evaluated by BenchmarkPortal are certified as centers of excellence.
“Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world,” said Bruce Belfiore, CEO, BenchmarkPortal. “This achievement confirms the contact center’s ability to deliver service that is both efficient and effective. The certification of Health Net Federal Services customer care operation is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance. It is an achievement of distinction.”
Call centers operated by HNFS serve TRICARE beneficiaries in the West Region, and the audit was conducted as part of the certification process. TRICARE is the uniformed services health care program for active duty, retired, National Guard and Reserve, and their families, provided through the Defense Heath Agency at the U.S. Department of Defense.