CMCS Connections

3 C M C S c o n n e c t i o n s 3 r d q u a r t e r 2 0 1 5 84% of the respondents indicating that they were satisfied with the overall CMCS services. However, given the clientele, which included mainly leaders, decision-makers and small clusters of people who work closely with them, the 16% dissatisfied clients cannot be ignored. CMCS's continued business with some of these groups is highly influenced by these leaders/ decision-makers. Therefore, listening and addressing customer service issues they raised is very important. While departments such as IT Support Staff, Disease Management, Information Management, Quality Management and Reporting Services/ B u s i n e s s A n a l y s t s w e r e r a t e d highly (~100% satisfaction), other departments did not fare as well, with ratings ranging from 66% to 84%. We requested the respondents to comment, positively or negatively, on any items they deemed important to them. Below is a summary of their comments: A r e a s o f c o m m e n d at i o n : • Extremely satisfied with all aspects of CMCS - in particular, the Helpdesk, Disease Management & Provider Relations and Quality Staff were mentioned in this regard • Improvement in communication evident in the last few months A r e a s o f c o n c e r n : • The need for more collaboration • The need for better communication • Timely feedback on issues – what they are and when/how resolved • The need for more flexibility • The need for leadership to be collegial, honest and creative In conclusion, we heard that we are doing well in most areas (~84%). CMCS leadership has established a goal of a 90%+ overall rating in future surveys and has identified those areas where improvement is needed and developed an internal and external strategy to improve. This will prove to our clients that we listened…we heard…and we are taking action because we value them and their feedback! By Nathan Hueber "A day in my shoes? Wow! We l l i t c a n b e v e r y h e c t i c , a n d e v e r y d a y is different. You know, a whirlwind would be a good way to describe it, but it all works because everyone works so well together!" Teamwork seems to be the key to running a successful claims department, according to Cheryl Hobbs-Ferguson. She's been with CMCS for 20 years as of July, and has come to think of her coworkers as a type of extended family. When I found out Cheryl had been working with CMCS for so long I had to ask why, because it doesn't seem to be commonplace anymore, and I found it hard to imagine living in one place for so long let alone working for the same company. Her simple answer made me envious, "I'm loyal to this company because I've watched it grow; I really enjoy learning from the people I work with." Cheryl believes CMCS works so well because its workers are invested in its success. The average team lead in the claims department has been with the company for 15 years or more, so they've seen the drastic growth and they want CMCS to keep succeeding in the future. I asked Cheryl if she believed it was her loyalty to CMCS that inspired the team leads to stay, or did they naturally want to stay here? She shook her head pretty strongly at that question stating that the workers here are all very caring, and more importantly, they gel as a team. That is what makes work at CMCS a lot easier, and that is exactly what provides a clear incentive for employees to stay with the company. Outside of her work community, Cheryl has a large, loving family, and can usually be found spending time with her four children and sixteen grand-kids. If she's not with family, she loves reading mysteries, or watching her guilty pleasures including 20/20 or Dateline! When it comes to longevity and dedication to a company, Cheryl Hobbs-Ferguson is an amazing example. CMCS is lucky to have a loyal employee like Cheryl whose 20 years of experience makes her a valuable asset. Her team feels equally lucky to have a leader who exemplifies commitment and leads their team skillfully through the whirlwind of the daily demands of the claims management department. Cheryl Hobbs-Ferguson Cheryl Hobbs- Ferguson: The Reasons I Stay (continued from page 2)

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