Archive for the ‘Million Dollar Service’ Category

A Little Kindness Goes a Long Way

Posted on December 23rd, 2009 by Sara B.
Sara B. is a member of VSP's Finance Team.

Sara B. is a member of VSP's Finance Team.

“The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failure, than successes, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company … a church … a home. The remarkable thing is we have a choice everyday regarding the attitude we will embrace for that day. We cannot change our past … we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. I am convinced that life is 10% what happens to me and 90% of how I react to it. And so it is with you … we are in charge of our attitudes.”

-Charles R. SwindollBlog 3 picture

I still remember it like it was yesterday. I had just started my career at VSP last year and was going through some of my mail in the morning, when I saw my name neatly written on the front of an interoffice envelope. As I opened it, I noticed a sales office had forwarded me a client’s payment. Attached to the payment was a small note that read,

“Hi Sara – this appears to be for one of your clients; it was sent to us, in error. I look forward to working with you. Have a great day! –Des.”

The note was attached to the client’s payment with a metallic blue paperclip. Two things immediately stood out. One, the small, thoughtful note, which spoke volumes about Des’s character and two, the brightly colored paperclip. Reading that note instantly brought a smile to my face. Des’s note reminded me that a little kindness really does go a long way. Good behavior is like a chain reaction; equally, so is bad behavior. Read more »

File under: Million Dollar Service | Tagged: , , , , , , ,
1 Comment »

VSP Global CEO Rob Lynch on the CEO Show

Posted on October 21st, 2009 by Liz B.

RobLynchBlk
VSP Global CEO Rob Lynch was featured this week on the CEO Show, a radio program which goes “in depth with business leaders who have reinvented industry by creating customer experience organizations.”

During Rob’s segment, he discusses VSP Vision Care’s not-for-profit business model and the importance of not-for-profits in healthcare. Listen now.

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to FurlAdd to Newsvine

File under: healthcare reform, Million Dollar Service | Tagged: , , , , , ,
No Comments »

VSP Customer Service Is Simply The Best

Posted on October 5th, 2009 by Brian B.
Brian B. is a member of VSP's Customer Service team.

Brian B. is a member of VSP's Customer Service team.

In my experience, working in customer service can be a very rewarding career. Very successful companies know that customer service is the pulse of the company. We hear first hand what our customers think about our company. We have the power to change customers perception for good or bad. You know how a company feels about its employee by the tone of the voice that answers the phone.

VSP prides itself on hiring high performing employees. It’s the reason that I choose to apply and work here. I believe that I work for one of the best companies in the world and I believe that our Customer Service is bar none, the best! This was proven on Friday when our VP of customer service, Laura Costa, announced that SQM (Service Quality Measurement) named us the 2009 Call Center of the Year and rated highest in Employee Satisfaction for the second year in a row.goldawardnew Read more »

File under: Million Dollar Service | Tagged: , , , , , ,
6 Comments »

Are You an Andrea?

Posted on July 6th, 2009 by Tamiko M.
Tamiko M. is a member of VSP's Provider Services Team.

Tamiko M. is a member of VSP's Provider Services Team.

“Thank you for calling Dr.’s Keddington and Kalra. This is Andrea. I’m so glad you called; how can I help you?”. That’s how I’m greeted by Andrea when calling a San Diego area optometric practice. So happy I called – really? What a way to set the stage. I can hear her smile through the phone. And she walks the talk. I’ve visited the practice, met with the staff, interacted with a doctor – everyone follows through on the expectation that Andrea sets. The doctors and staff don’t take their patients and business partners for granted.

Andrea from Drs. Keddington and Kalra.

Andrea from Drs. Keddington and Kalra.

At VSP we take service seriously. In my work in Provider Relations I meet with doctors and their staff members regularly. The most common feedback? “You guys provide great customer service!” (or some similar comment). The service that our providers receive from our Customer Service Representatives sets the bar high for me. Customer Service is my Andrea – they frame the expectations that providers have of me. In these difficult economic times, more than ever, I know that I can’t afford to take the loyalty and hard work of our providers for granted.

I’m glad there are “Andreas” on my team. Does your business have an Andrea? Tell us about her (or him!).

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to FurlAdd to Newsvine

File under: Million Dollar Service, Private Practice Doctors | Tagged: ,
No Comments »

VSP Global + VSP Doctors = Success

Posted on June 26th, 2009 by Jace D.

VSP Global launched today at the American Optometric Association annual meeting. Steve Baker, Chief Technology Officer of Eyefinity/OfficeMate provides a guest blog post on the positive impacts.

Steve B. is Chief Technology Officer for Eyefinity/OfficeMate.

Steve B. is Chief Technology Officer for Eyefinity/OfficeMate.

I love cycling. It’s a great sport that also affords an opportunity to get away from television and media in general. It seems that ever day I’m pelted with new brands. Products. Companies; Services. You name it. I can hardly keep up with it but every now and then something exciting and unique comes along that grabs my attention. Well, I’d like to share with you something that I hope grabs you like it did me … The VSP Global brand.

We recently announced a new brand that ties together all of our diverse companies. Pulling together industry leading companies like Marchon and Eyefinity/OfficeMate enables our companies to be much much more than just the sum of our individual parts. We can offer integrated products in benefit programs, the latest in frame fashion, advanced optical lab services, and technically superior business management solutions. The best part? Working together we can create fantastic and unique programs that you will benefit from. Here’s two quick examples:

EyeHealthCheck+: Want to increase patient satisfaction and grow your revenue? VSP doctors can jump into this program that gives them access to Optos‘ retinal imaging technology at great pricing. New optomap installations also come with a free ExamWRITER equipment integration software license for OfficeMate users.

Healthcare Technology Program: VSP doctors who are looking to update their old software but are unsure of the price can take advantage of this risk-free offer from VSP Global through Eyefinity/OfficeMate which gives current OfficeMate users ExamWRITER electronic medical records at no initial software license fee, and gives first time users the whole package: OfficeMate Suite or OfficeMate Enterprise with ExamWRITER at no initial software license fee. This offer will prepare VSP doctors to take advantage of federal stimulus money which will become available to eyecare professionals who use electronic medical records. How great is that?

We’re hard at work developing new programs that leverage all of the companies under the VSP Global brand. Check out the latest video

Drop me a line on your feedback. I’d love to hear from you, especially if you love cycling!

~Steve


File under: Million Dollar Service, Private Practice Doctors, Uncategorized | Tagged: , , , , , ,
3 Comments »

Engaging Latino Consumers

Posted on October 9th, 2008 by Rob L.

One of the greatest things about VSP’s headquarters is its location; California and Sacramento are home to great cultural diversity. Like our community, VSP serves members, clients and doctors in all geographies, regions, cultures and economic situations. That’s why it is imperative that we understand and reflect the communities we serve. And this is increasingly important as we continue to expand globally.

A significant part of this effort is VSP’s Hispanic outreach. Recently our Hispanic Business Assessment Pilot in association with our Diversity Council achieved a number of milestones:

These include sponsorships of the United States Hispanic Chamber of Commerce’s 29th Annual Convention; the Fiestas Patrias Santa Ana, the largest Mexican Independence Day celebration in southern California; and the Sacramento Hispanic Chamber of Commerce’s Latin Music Festival.

We also introduced new Spanish-language communication materials that help increase awareness about the unique health risks that Latinos face, and how eye exams play an important role in preventive care .

Our Spanish-speaking call center representatives provide enhanced service to callers from throughout the United States. We developed new Spanish-language collateral for brokers and clients to better communicate with VSP members and prospective members, and we launched our new robust Spanish-language Web site.

The Web site address is www.vsp.com/espanol and it’s been updated to offer a comprehensive Latino experience. It features all the functionality of our English-language site including our Eyecare Discovery Center, VSP in the Community, Find a VSP Doctor and benefit summaries. Furthermore it provides specialized information relevant to the Latino community. No other major eyecare benefits company has done anything like this.

As VSP moves forward we will continue to examine what it means to be a global organization. To me, it’s about being inclusive and considering the needs of everyone we serve. Latinos are at higher risk for health conditions such as glaucoma and diabetes, and it is our duty to help raise awareness about the importance of comprehensive eyecare in early detection and disease management. These efforts will help all of our members and prospective members have access to culturally-competent care.

File under: Million Dollar Service | Tagged: , , ,
No Comments »

Company of Firsts

Posted on March 12th, 2007 by Rob L.

As a 30-year veteran of the employee benefits industry I never tire of "selling" VSP. From my start as a broker I’ve always been proud to connect clients to a VSP vision plan that delivers great value and guarantees satisfaction. And more recently, as the managing director and chief operating officer for Buck Consultants, I was able to demonstrate to colleagues across the nation how regular eyecare through a top-notch VSP eye doctor can be an integral part of a comprehensive health program.

Today, as VSP’s president & CEO, I wake up everyday still eager to sell VSP – not just our plans, but the way we practice business. VSP is truly a company of "firsts," setting new precedents in the industry for service, quality, and innovation. We’re proud to be breaking new ground, being the:

· First vision plan to align – and stay aligned – solely with private practice eye doctors

· First to develop a national eyecare benefit plan

· First to form a nationwide network of eye doctors

· First to establish a quality standard for an eye exam

· First to educate consumers about the importance of eye health

· First to introduce credentialing requirements for a national doctor network

· First to provide practice-management services for eye doctors

· First to be recognized by J.D. Power and Associates as ranking the "Highest in Member Satisfaction Among National Vision Plans"

· First to create an Eye Health Management® program to help patients proactively monitor and manage their eye disease or systemic conditions

· First to develop an insured direct-to-consumer vision plan to help consumers budget for eyecare

Why are these "firsts" so important? VSP has always been at the forefront of the benefits industry. Given our past performance, we hope that what we’re starting today will become tomorrow’s industry standard.

As a company of firsts, I can tell you that our vision for the future includes carving out new, uncharted paths. It is this pioneer spirit that allows VSP to stay in front as the nation’s largest eyecare provider. I look forward to your thoughts on how quality vision coverage has made a difference in your life.

Rob

P.S.: Thank you for the comments many of you have submitted to the VSP blog. We will post comments related to the blog topic, and if the comment is not related to the topic, we will respond to you directly.

File under: Million Dollar Service | Tagged: , ,
4 Comments »

Your Window to Wellness

Posted on March 5th, 2007 by Rob L.

I recently wrote about how VSP’s Eye Health Management® program helped the State of California generate significant healthcare cost savings (Million Dollar Service). This program focuses on VSP doctors identifying their patients’ symptoms of serious diseases such as diabetes. Then VSP shares HIPAA-compliant data with the patients’ health plan or disease manager to help ensure that they can proactively manage their disease.

A key reason for the importance of annual eye exams is that the eyes are the only part of your body that provides an unobstructed view of your blood vessels.  During a comprehensive eye exam your eye doctor can observe abnormalities in these tiny blood vessels that may indicate symptoms of eye disease or systemic conditions such as diabetes, high blood pressure, and high cholesterol. VSP network doctors have received advanced training and certification to diagnose symptoms of many medical conditions and treat some medical eye conditions.

Preventative care offers a path to early detection of serious health conditions -a key factor in managing disease, achieving the best outcomes, and ultimately reducing healthcare costs. Combined research from VSP, the U.S. Census, and the National Center for Health Statistics clearly demonstrates the important role of eye exams in preventative care. While 54 percent of the U.S. adult population has an eye exam each year, only 16 percent of the population visits a physician for preventative care. Since eye exams are three times more prevalent than physical exams, they represent an important opportunity for early detection and are a critical component in preventative care.

The eyes are truly windows into your health and a comprehensive eye exam involves a lot more than vision correction and picking the right glasses or contact lenses. As a nation looking to save every dollar we can on healthcare expenses, an annual eye exam for every person seems a reasonable and cost-effective way to make sure that we’re proactively addressing diseases before they result in major costs. Even more important than these cost savings are the lives we can make better along the way.

Eye Health Management® offers a tremendous opportunity to uncover a number of life-threatening conditions and I’m proud to say that VSP is the only eyecare provider that’s tackling this issue head on. I’ll look forward to your thoughts on how we can get more people connected to a comprehensive annual eye exam and identify other ways to generate healthcare savings in America.

Rob

File under: Million Dollar Service | Tagged: , , , , ,
4 Comments »

Million Dollar Service

Posted on February 26th, 2007 by Rob L.

There was a time when $1 million in savings might have been considered “budget  dust” – an amount barely bigger than a rounding error to big government. But today, for a huge employer like the State of California, every dollar counts. I’m pleased to share that VSP is helping the State work towards saving that amount annually – not to mention the number of lives VSP network doctors have helped improve in the process.

The State’s $1 million in estimated annual savings is attributed to VSP’s signature Eye Health Management® program that is available to California’s employees. Eye Health Management® focuses on the early detection of symptoms of diabetes and other health conditions that can be identified through a comprehensive annual eye exam. By adding patient awareness and medical data collection to VSP’s personalized care, patients get the help they need to manage serious systemic diseases and enhance their quality of life.

According to the American Diabetes Association more than 20 million Americans have diabetes but as many as one-third of them don’t know it. An additional 54 million Americans have pre-diabetes, making it likely that they will develop diabetes within the next decade. The majority of these pre-diabetics are completely unaware of their imminent threat.

Combine these two groups and a staggering one in every three American adults suffer from diabetes or pre-diabetes! Because so many cases of diabetes are not discovered until the disease has reached a critical stage, the current price tag to treat diabetes in the United States now totals more than $132 billion each year.

But the real savings cannot be measured merely in dollars. Each potential success is a real person, who can make changes now to live a healthier and more satisfying life without the need for late-stage diabetes care.

People may not think an eye exam can be a life-altering event, but according to this first-of-its-kind program between VSP and the State of California, it is. Since October 2005 VSP network doctors have worked to help identify diabetic patients and help them receive the care that they need. One can only imagine how many more lives we could be saving if everyone had an annual eye exam.

Rob

File under: Million Dollar Service | Tagged: , , , ,
2 Comments »