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Providing consistently great service is one of the toughest challenges facing business today. Momentum has once again shown that service excellence is integral to the brand by improving its position in winning the PMR.africa Golden Arrow Award for healthcare administration, following on from the Silver Arrow Award it won last year.
Over the past five years, the Momentum Health administrator has annually been placed amongst the top three medical scheme administrators in the PMR.africa survey, demonstrating its consistency in delivering excellent service.
Sustained service enhancement
As the 3rd largest open scheme, offering healthcare cover to more than 110 000 families, the Momentum Health medical scheme is strongly focused on backing up its flexible product offering with service that sets it apart from its competitors. Considering the innovative nature of its offering, it can be challenging to maintain market-leading customer satisfaction levels. The administrator has, however, seen intensive training programmes bear fruit, with positive feedback from members on a regular basis confirming that its sustained service enhancement drive is paying off.
“The most crucial service measure is our clients’ rating of the service they receive from us. Over the past three years we have consistently kept this average rating above 8.5 out of 10. In 2013, specific improvements were achieved in terms of getting providers on our new Primary Care Networks to submit correct claims codes, lowering incorrect coding (and therefore requiring human intervention to rectify) from more than 50% of claims received in January 2014, to under 8% towards the end of the year”, reports Operational Executive, Michael Temlett.
Despite the fact that its success has seen Momentum Health grow at a rapid pace, the scheme’s financial strength and solvency levels have also improved. An very high credit rating, along with solvency levels well above the legislative requirement, places the Scheme in strong contrast with an embattled industry where consolidation and a reducing number of schemes continue to be the order of the day.
“We have been implementing service improvements and processes guided by a consumer-centred philosophy,” says Head of Sales and Marketing, Damian McHugh. “For us it includes an ongoing engagement with members to ensure that we stay abreast of their changing needs. Implementation of innovative solutions, such as the recent Momentum Health mobile application, that enables features such as searching for a service provider near you and providing instant and seamless information about your claims history, represents one such example. We will continue to follow this approach, aimed at putting our members’ best interests at the heart of everything we do".
Over the past five years, the Momentum Health administrator has annually been placed amongst the top three medical scheme administrators in the PMR.africa survey, demonstrating its consistency in delivering excellent service.
Sustained service enhancement
As the 3rd largest open scheme, offering healthcare cover to more than 110 000 families, the Momentum Health medical scheme is strongly focused on backing up its flexible product offering with service that sets it apart from its competitors. Considering the innovative nature of its offering, it can be challenging to maintain market-leading customer satisfaction levels. The administrator has, however, seen intensive training programmes bear fruit, with positive feedback from members on a regular basis confirming that its sustained service enhancement drive is paying off.
“The most crucial service measure is our clients’ rating of the service they receive from us. Over the past three years we have consistently kept this average rating above 8.5 out of 10. In 2013, specific improvements were achieved in terms of getting providers on our new Primary Care Networks to submit correct claims codes, lowering incorrect coding (and therefore requiring human intervention to rectify) from more than 50% of claims received in January 2014, to under 8% towards the end of the year”, reports Operational Executive, Michael Temlett.
Despite the fact that its success has seen Momentum Health grow at a rapid pace, the scheme’s financial strength and solvency levels have also improved. An very high credit rating, along with solvency levels well above the legislative requirement, places the Scheme in strong contrast with an embattled industry where consolidation and a reducing number of schemes continue to be the order of the day.
“We have been implementing service improvements and processes guided by a consumer-centred philosophy,” says Head of Sales and Marketing, Damian McHugh. “For us it includes an ongoing engagement with members to ensure that we stay abreast of their changing needs. Implementation of innovative solutions, such as the recent Momentum Health mobile application, that enables features such as searching for a service provider near you and providing instant and seamless information about your claims history, represents one such example. We will continue to follow this approach, aimed at putting our members’ best interests at the heart of everything we do".
