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HomeLife InsuranceClasses from the entrance line

Classes from the entrance line

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What I realized from my ride-along with an ExamOne cell phlebotomist

The paramedical examination is the place we contact the shopper, actually. It’s the ExamOne promise manifest, the second when all the arduous work and collaboration throughout the complete group comes collectively and takes form.

Our cell phlebotomists are the face of ExamOne. They’re probably the one ExamOne worker that candidates and sufferers ever meet, and these interactions are very private — whether or not the examination takes place on the applicant’s or affected person’s residence, at their workplace, or at one among our paramedical service facilities. Our examiners usually are not solely representing ExamOne, but in addition the insurance coverage corporations, medical analysis organizations, and healthcare suppliers we service.

In beginning my function as government director of operations, it was essential for me to be taught all facets of our day-to-day enterprise, throughout all roles. I had the chance to go on a ride-along with one among our cell examiners, Tom Rush.

I realized a lot on that day, I got here again so impressed and so empowered.

These are some things I realized from this expertise:

Customer support is a crew sport – It takes a village. Customer support begins effectively earlier than the examiner rings the doorbell to start a group. We’re dedicated to supporting our examiners and setting them up for achievement. Was the scheduling course of handy? Did the affected person obtain textual content affirmation?

Each occasion is essential – From life insurance coverage software examinations to emergency on-site drug testing and cell phlebotomy collections for medical trials – our examiners assist so many various sorts of purchasers. Every have their distinctive wants and necessities, and every are equally essential.

Being a Quest Diagnostics firm units us aside – Shoppers normally already know the Quest model and fame as a number one laboratory. For all times insurance coverage candidates, accessing their laboratory outcomes is a singular profit. Our examiners are certain to remind our life insurance coverage applicant that they will print their outcomes and take it to their physician.

Communication is vital – It is very important set expectations. Our examiners speak our candidates and sufferers by every step of a group. Taking as a lot care as doable throughout each interplay.

Throughout my ride-along, one among our candidates was pregnant, and she or he was a little bit apprehensive when she noticed the three vials for the gathering.

Tom took the time to verify she was snug and let her know that he solely wanted 2 vials, the third was further in case there was a mechanical malfunction.  Our examiners are anticipatory and compassionate. Once more, they’re the face of not solely ExamOne, however the purchasers we signify.

You meet individuals who care –  We now have the privilege of serving folks. The people who find themselves shopping for life insurance coverage are taking over a monetary dedication to guard their family members. The examination course of expertise must be executed with care and professionalism as a result of it’s a mirrored image on our purchasers. Happy shoppers usually tend to proceed with and full the method.

This ride-along helped me perceive the views of our examiners, purchasers and  shoppers. To ensure that ExamOne to realize operational excellence, it’s crucial that we’ve a deep appreciation of the life insurance coverage applicant, shopper, and affected person journeys. These insights are crucial to providing the perfect cell community in the US. We’re investing in our community capability and rising our entry factors throughout cell, branches, and paramedical service facilities. This funding in our community will ship enchancment on turnaround time, in addition to enhance obtainable appointments, enhance completion charges, and improve high quality.

We offer candidates and sufferers with a nice and handy examination expertise, and that’s mirrored in our survey scores and applicant suggestions.

To search out out extra about our paramedical companies and nationwide examiner community of cell phlebotomists, go to MyExamOne.com.

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