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Letter from 
"Fitness for Everyone" Clinics Great Success
Employee
W&F 
Mark Your Calendar for These Great Events
Congratulations to Active Infusion
Tips for Protecting
Employee Updates
Customer Service Process Improvement Team
By Jeff Mastej
"Good Day, Wright & Filippis, this is the Customer Service Process Improvement Team, how may we help you?" Sound familiar? We hope so!
We just wanted to provide a few updates with the direction of the committee, as we move further in our quest to provide the best possible service to all customers. Whether you're a fellow co-worker, patient or caregiver, physician, or discharge planner, we all deserve a pleasant service experience. Easier said than done, right?
Well, this is what the committee plans to address. We are currently evaluating "situations" that get in the way of delivering fantastic customer service. As our data indicates, "situations" where patients have commented on their experience with Wright & Filippis as either fair or poor, are less than 4% of all surveyed responses. Good news, bad news! Good news, in that we are doing a great job, and all need to be congratulated. However (don't you just hate the howevers, you know something else is coming), 4% of our business is significant. Any time the service experience does not meet the expectations of our customers; we need to evaluate what happened.
Who better to assist in the evaluation, than associates who work most closely with our customers? A focus group of nine Customer Service Representatives has been meeting on a focus group basis, evaluating their role in Customer Service. They are providing feedback to help identify improvement opportunities. This feedback is being reported to the Customer Service PIT Team, so we all can start working on solutions. Thank you Andrea Upton (Flint), Ann Monette (Southfield), Sharon Donahue (Livonia), Sonia Carrillo (Lincoln Park), Susan Merriman (Central Supply), Sherry Eckstorm (Saginaw), Tanya Guiles (Central Intake), Mary Carol Pandori (Warren), Ellen Dewey (Ann Arbor) for your wonderful contribution and "animated" participation. It has certainly been an eye opening experience.
As we evaluate improvement opportunities, our goal is to involve even more Wright & Filippis employees in the Process Improvement Team Process. Anytime we come together and represent all aspects of Wright & Filippis, it provides a different perspective we may not have thought about. It assists in understanding and coming together as an organization. It provides an opportunity to extend beyond your department or facility, and is certainly a learning experience.
Wright & Filippis Staff Members
"HIPAA Informed Associates"
By Jeff Mastej
In earlier communications we talked about the "Cone of Silence" dropping over Wright & Filippis, ABP, Active Infusion and Highmark. I can't tell you how many calls I received, informing me I made an error, and it should have been "Code of Silence." For those who don't know, there was a television sitcom in the 1960's called "Get Smart". The comedy starred Don Adams and Barbara Feldon, and the fact that I know this scares me. The show was a comedy about two secret agents, and every time they had to meet on highly secretive spy matters, they dropped the "cone of silence." So, there you have your "cone" and not "code"
of silence.
Yet, HIPAA is code. In 1996, Congress enacted Public Law 104-191, known as the Health Insurance Portability and Accountability Act. The regulation requires all health care providers to adopt privacy policies and procedures to safeguard patient protected health information (PHI). The regulation was effective April 14, 2003. As
a covered entity under HIPAA, employees of Wright & Filippis have seen some big changes, as will our patients. New forms, new notices, new policies...new questions!!! All we ask is that you keep your questions coming. As we work through answers, we will publish your frequently asked questions, (FAQ's), so we can all learn together. It seems to be working very well.
Again, we need your feedback.
We will continue our HIPAA focus, as we move toward October of this year, when the Administrative Simplification piece of HIPAA is in effect. You will certainly be hearing much more on the standard transactions and code sets and how it will impact us as both as health care provider and third party administrator.
Customer Service Process Improvement Team
By Jeff Mastej
"Good Day, Wright & Filippis, this is the Customer Service Process Improvement Team, how may we help you?" Sound familiar? We hope so!
We just wanted to provide a few updates with the direction of the committee, as we move further in our quest to provide the best possible service to all customers. Whether you're a fellow co-worker, patient or caregiver, physician, or discharge planner, we all deserve a pleasant service experience. Easier said than done, right?
Well, this is what the committee plans to address. We are currently evaluating "situations" that get in the way of delivering fantastic customer service. As our data indicates, "situations" where patients have commented on their experience with Wright & Filippis as either fair or poor, are less than 4% of all surveyed responses. Good news, bad news! Good news, in that we are doing a great job, and all need to be congratulated. However (don't you just hate the howevers, you know something else is coming), 4% of our business is significant. Any time the service experience does not meet the expectations of our customers; we need to evaluate what happened.
Who better to assist in the evaluation, than associates who work most closely with our customers? A focus group of nine Customer Service Representatives has been meeting on a focus group basis, evaluating their role in Customer Service. They are providing feedback to help identify improvement opportunities. This feedback is being reported to the Customer Service PIT Team, so we all can start working on solutions. Thank you Andrea Upton (Flint), Ann Monette (Southfield), Sharon Donahue (Livonia), Sonia Carrillo (Lincoln Park), Susan Merriman (Central Supply), Sherry Eckstorm (Saginaw), Tanya Guiles (Central Intake), Mary Carol Pandori (Warren), Ellen Dewey (Ann Arbor) for your wonderful contribution and "animated" participation. It has certainly been an eye opening experience.
As we evaluate improvement opportunities, our goal is to involve even more Wright & Filippis employees in the Process Improvement Team Process. Anytime we come together and represent all aspects of Wright & Filippis, it provides a different perspective we may not have thought about. It assists in understanding and coming together as an organization. It provides an opportunity to extend beyond your department or facility, and is certainly a learning experience.
Wright & Filippis Staff Members
"HIPAA Informed Associates"
By Jeff Mastej
In earlier communications we talked about the "Cone of Silence" dropping over Wright & Filippis, ABP, Active Infusion and Highmark. I can't tell you how many calls I received, informing me I made an error, and it should have been "Code of Silence." For those who don't know, there was a television sitcom in the 1960's called "Get Smart". The comedy starred Don Adams and Barbara Feldon, and the fact that I know this scares me. The show was a comedy about two secret agents, and every time they had to meet on highly secretive spy matters, they dropped the "cone of silence." So, there you have your "cone" and not "code"
of silence.
Yet, HIPAA is code. In 1996, Congress enacted Public Law 104-191, known as the Health Insurance Portability and Accountability Act. The regulation requires all health care providers to adopt privacy policies and procedures to safeguard patient protected health information (PHI). The regulation was effective April 14, 2003. As
a covered entity under HIPAA, employees of Wright & Filippis have seen some big changes, as will our patients. New forms, new notices, new policies...new questions!!! All we ask is that you keep your questions coming. As we work through answers, we will publish your frequently asked questions, (FAQ's), so we can all learn together. It seems to be working very well.
Again, we need your feedback.
We will continue our HIPAA focus, as we move toward October of this year, when the Administrative Simplification piece of HIPAA is in effect. You will certainly be hearing much more on the standard transactions and code sets and how it will impact us as both as health care provider and third party administrator.