Our Values
In order to preserve our culture of service excellence in a rapidly changing world, AccessNurse embraces three values that affirm our dedication to our clients in everything we do.
- We act with integrity. We hold ourselves to uncompromising legal and ethical standards as we act as an extension of your care team.
- Every patient has a voice. We value every caller as an individual who deserves a clinically correct and caring response. We strive to ensure each encounter is a positive experience – that ultimately adds value to their relationship with the client. We consider a positive patient experience a success for us and measurable value for clients.
- We take care of our own. Our commitment to provide exceptional care also extends to our staff. AccessNurse supports and empowers our employees to ensure they excel in their roles while giving them opportunities to grow and succeed in their careers.
Our Purpose & Promise
Our Purpose
At AccessNurse, our purpose is to support each client’s core mission through adherence to uncompromised standards and unfaltering compassion. AccessNurse is proud to be a national leader for medical call center solutions, driven by our commitment to quality and supported by our innovative technology.
Our Promise
At AccessNurse, we promise to improve the experience of our provider clients and patients as we:
- Triage and advise patient callers to ensure they receive the most appropriate level of care
- Free providers and staff from distractions so they can focus on direct patient care
- Invest in learning and development to promote clinical growth and enhance service delivery
- Foster an environment where continuous improvement is a shared priority
World-Class Customer Service Employee Program
At AccessNurse, we believe customer service is the responsibility of everyone, including senior management and supervisors, for effective and ongoing delivery of excellent service. Our TeamCARE (Customer Appreciation Relations Expert) program reinforces this belief with ongoing training, clear customer service standards and consistent application and follow-up.
TeamCARE focuses on delivering excellent customer service by establishing a cultural commitment and infrastructure that supports our strategic customer service plan. The program focuses on four basic core principles:
- Taking responsibility to meet the callers’ needs
- Responding with empathy and compassion
- Showing a willingness to help
- Going above and beyond
The program uses a structured employee recognition and customer service award point system based on specific program metrics.
Long-Term, Value-Based Partnerships
One key differentiator that speaks to the strength of our business partnerships is our Client Services team, which is made up of Client Relations Managers, Data Analysts and VP of Strategic Clinical Solutions.
Each client has an assigned Client Relations Manager (CRM) who is the client’s main point of contact and and works directly with the client to ensure that practice and clinical goals and objectives are met. The team is available 24/7/365 and works together to ensure that all physician profiles and client data is consistently updated and that reports are customized to meet each client’s needs.
Additionally, Client Relations Managers perform an intensive analysis of our services as they relate to client objectives. Using this analysis, the CRMs identify ways to improve the quality and efficiency of our program and to give clients feedback that will allow them to understand any areas of improvement for service delivery. CRMs also collaborate with clients to define a methodology that speaks to organizational objectives and to provide customized reports that demonstrate ROI.
Our goal is to evolve from simply becoming the ‘expert hire’ to becoming an invaluable client advisor.