Protected health information disclosure management company receives accolades for customer service strategy, training team, department and use of technology
For the third year in a row, MRO’s teams were recognized by the Stevie Awards group for providing exceptional service to two sets of customers: hospitals and health systems that partner with the company for Release of Information (ROI) services, and patients and other third-party entities that request copies of patient medical records.
The four 2019 awards are “Best Customer Satisfaction Strategy,” “Customer Service Department of the Year—Healthcare,” “Best Use of Technology in Customer Service” and “Customer Service Training Team of the Year.”
Best Customer Satisfaction Strategy
MRO’s dedicated implementation team received Silver honors for their workflow strategy to onboard new clients onto MRO’s platform and services. The strategy involves reassessing existing processes to identify gaps and make improvements where necessary, as well as creating new processes to achieve a normal state of operations efficiently and effectively for optimal client outcomes.
Customer Service Department of the Year—Healthcare
For the second year in a row, MRO’s operations team was specifically recognized as a Silver Stevie Winner for organizational cohesiveness among its two service units—a centralized National Service Center and the front-line client operations group that works at the company’s client facility sites.
Best Use of Technology in Customer Service
MRO received Silver honors for its technology solutions and platform that provide real-time reporting, tracking, communication and other tools designed to eliminate inefficiencies during interaction with live representatives.
Customer Service Training Team of the Year
With the highest Gold level of honor, MRO was recognized for its training program, which includes the online learning management system, MRO Academy™, live leadership training sessions, an innovative leadership retreat, and various staff motivation and development campaigns. MRO’s “Everyday Heroes” program highlights members of our team who receive accolades from healthcare providers and their requesters of PHI, including patients, for high levels of customer care.
“We are honored to be acknowledged by the Stevie Awards program for our customer service,” said Stephen Hynes, CEO for MRO. “Over the years, MRO has gained ongoing recognition for quality, service and innovation through a variety of awards from third-party groups such as the Stevie Awards and KLAS. I am very proud that our teams are receiving this level of appreciation for their hard work and effort.”
In 2018, MRO was recognized for superior customer service with two Silver Stevie awards for “Customer Service Department of the Year” and “Customer Service Training of the Year.” In 2017, MRO’s patient advocate program received a Bronze award for “Innovation in Customer Service.”
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes seven of the world’s leading business awards programs, including the prestigious American Business Awards℠ and International Business Awards℠. To learn more about the Stevie Awards and to see a full listing of 2019 winners, visit www.stevieawards.com.
About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.
MRO, the KLAS-rated #1 provider of release of information (ROI) solutions since 2013, empowers healthcare organizations with proven, enterprise-wide solutions for the secure, compliant and efficient exchange of Protected Health Information (PHI). In addition to ROI, MRO’s suite of PHI disclosure management solutions is comprised of government and commercial payer audit management and accounting of disclosures services and technologies. MRO’s technology-driven services reduce the risk of improper disclosure of PHI, ensure unmatched accuracy and enhance turnaround times. To learn more, visit www.mrocorp.com.
Becky McLaughlin, MRO, (610) 994-7500, ext. 353