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Client feedback drives creation of four new project teams

by Lindsey Amaya on October 8, 2019

Earlier this summer, we completed our second annual customer satisfaction survey. Through this survey, clients are asked to deliver honest feedback on ExamOne services. Our goal is to consistently meet our customers’ expectations, and this annual customer survey is a key tool in measuring our performance.

Overall satisfaction with exam centers and turnaround time

Last year we grew our network to 1,500 exam centers. Our survey showed that clients were very satisfied with our Patient Service Centers and we are excited to announce that we are working to add more exam centers in the upcoming months, creating more than 15,000 additional weekly appointment times. This will allow even more options for applicants to complete their life insurance exam.

Additionally, turnaround time was rated high across all audiences. It is important for us to prioritize innovative tools that will help you complete more cases faster. Through scheduling enhancements, expanded exam centers and more digital options, our goal is to provide you and your applicants more resources for the life insurance journey.

Using feedback to prioritize areas of focus

Through our clients’ responses, we have identified four key areas of focus. Over the next few months, our teams will be working to refine our processes in the following areas: APS status updates, portal usability, ScheduleNow™ availability and issue resolution. 

APS process

Enhance APS process: As we work to make updates to our APS process, we have a team dedicated to identifying various system updates that will help improve status message consistency. Additionally, we are implementing a special authorization tool that will allow us to collect the authorization at the time of the interview in an effort to reduce the number of days to obtain an APS.

Online ordering

Improve portal usability: We want to make doing business with us simple. On the survey we received feedback that account setup for online ordering can be too complex. As a result, we have a focus group working on portal usability with the goal of streamlining the account set up process, as well as the account and agency association on our online ordering website.

Exam scheduling

Expand ScheduleNow appointment availability: Studies show a 16.8% better completion percentage when utilizing ScheduleNow versus not having a preset exam appointment. We are focused on increasing appointment availability for direct marketers and brokerage clients to help drive higher exam completions among their applicants.

client feedback

Focus issue resolution: We strive to minimize or eliminate issues. When a complaint does arise, you told us it takes too long to provide a resolution. We are mapping the customer journey in an effort to identify opportunities where we can solve for some of the issues you are experiencing.

Looking ahead

Thank you again for taking the time to share your candid feedback. Our teams are working diligently on the identified areas and will provide updates over the next few months. We appreciate your continued partnership.

2,300 exam centers to be available to life insurance applicants this fall

In the quest to improve the life insurance applicant experience, ExamOne is continuing to open up more appointment options through our nationwide network of Patient Service Centers (PSC). Throughout  2018 and into 2019, we grew our existing network to 1,500 exam centers, creating more than 15,000 additional weekly appointment times. This fall, the number of exam centers will increase to approximately 2,300 exam centers, dramatically increasing afternoon appointment availability.

“I enjoyed the convenience of having several options for my appointment so it would fit my schedule.” – Life insurance applicant

Consumers tell us that they appreciate the convenience of more exam locations and appointment times. As the process is simplified, the idea of obtaining life insurance can appeal to more individuals. This expansion of locations and appointment times, in addition to online scheduling tools and less stringent fasting restrictions before exams, gives applicants more choices than ever before.

“Our customers and applicants trust the established clinic and professional reputation of Quest Diagnostics.”
– Rick Kingcade, ExamOne Chief Operating Officer

“As part of Quest Diagnostics, we are the only service provider in our field with a national network of fixed-site locations, and leveraging those locations for life insurance applicants elevates ExamOne to a level of service unparalleled in our industry. Our customers and applicants trust the established clinic and professional reputation of Quest Diagnostics,” said Rick Kingcade, ExamOne Chief Operating Officer.

As the exam center footprint expands, so do applicants’ options. Consumers now have more choices than before and fewer reasons not to complete the life insurance application process. Find exam center locations at ExamOne.com/Locations.

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