Johns Eastern has a long history of striving for excellent customer service. One of the core focuses of our business is to develop our business with honesty and integrity. This is perfectly exemplified by our ardor for continually improving our customer service.
Beverly Adkins, the company’s Executive Vice President, believes that this focus is instrumental to our future success, as well as the improvement of quality of life for all of our clients. To explain more, she shared her views on how and why Johns Eastern emphasizes customer service.
Why is Customer Service so important to Johns Eastern?
Johns Eastern’s tagline is Integrity Experience Results. That has been our pledge since our founding, and we do our utmost to abide by that motto. More pointedly we believe that Integrity is one of the core reasons that we have been able to sustain our growth and has lead us to the long-term retention of our many TPA clients.
One of our promises is for transparency. We believe that these long-term relationships are most beneficial to both parties, and thus focus on making the best decision for the injured employees and for providing a fair outcome for third party claimants.
How does Johns Eastern accomplish its goals for better customer service?
Our goals are always to enter each unique opportunity with the purpose of finding a good fit to offer the best possible service to every party. With this pursuit in mind we have developed our business model specifically to offer a boutique product. We create customized programs to offer a comprehensive solution to each of our clients’ risk management goals. We present a streamlined and clear means of communication with the claims adjusting team, with hands on interaction from our managers and supervisors, at multiple points.
By having such a dynamic team, we are able to not only focus on making timely initial contacts, but also provide detailed explanations of the process and continued communication until claim is resolved. This leads to better outcomes and control keeping claims out of litigation. A recent survey conducted by an independent source revealed that JE’s litigation rate was the lowest among the TPAs surveyed.
What have we done to improve our service to our customers?
Through the years, Johns Eastern has utilized a web-based claim system we call AIM to adjust, investigate, and manage each claim we receive. It’s invaluable to our adjusters with a wealth of information stored about the claim. However, it’s also designed to provide our clients constant access to all of their claims information. This includes, bills, payments, reserves, notes, and more, in real time.
In an effort to offer more to our clients, we premiered AIM 3.0 this year. The goal was to make client interaction and integration as seamless as possible. Screens, layouts, and reports are customizable and exportable in a variety of ways to better meet specific business needs. AIM 3.0 is designed to integrate effortlessly with EDI, ISO, Medicare, Medical Bill Review, Pharmacy Bill Review, OFAC, ODG, and more.
How has Johns Eastern developed good customer service habits within the company?
Our partnership with the Institutes is an ongoing initiative to help professionally develop our employees and encourage a mindset of continuously seeking knowledge. The Institutes believe ethical decision making skills are essential to the practice of insurance. As such, all designation program participants must complete Ethical Guidelines for Insurance Professionals.
With our business focus on providing quality service, we also greatly encourage our employees to seek the Associate in Claims (AIC), Associate in Management (AIM) and Associate in Risk Management (ARM) designations by way of tuition reimbursement and salary incentives.
Part of our goal in encouraging the JE University comes from one of our corporate philosophies that continued education benefits both our employees and our customers. In one fell swoop we’re able to strive for the betterment of both. In addition to our structured and comprehensive initial training, our experienced adjusters and nurse case managers receive ongoing training. Our clients, adjusters, nurse case managers and management teams have access to monthly continued education.
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Creating favorable results will always be one of the core concerns for Johns Eastern. In order to accomplish this, we are always attempting to improve and grow. We do this through these continued education programs, but also by responding to the needs of our clients. If you ever have concerns, or believe there is a way we can better serve your needs, please reach out to me, your adjuster or your account manager.
