Home' The Source : Second Quarter 2013 Contents At HealthTrust, our Member Services team is responsible for
assisting you in achieving your key objectives. To track our prog-
ress, we conduct QBRs (quarterly business reviews) with your IDN
or facility's leadership. These reviews are essential to maintain
the focus on your vision and goals and measure our progress.
We recently adopted a new format for our QBRs that show-
cases the HealthTrust inSight (spend analytics) technology and
uses new reporting metrics. Our objective is to leverage member
data and provide a strategic, actionable roadmap to further opti-
mize your results. HealthTrust inSight will evolve to incorporate
operational and clinical data that allow us to provide meaningful
benchmarks and targeted sourcing recommendations. Some of
you have already experienced the updated QBR process and our
HealthTrust Member Services team looks forward to sharing the
changes with the rest of you and/or your leadership in upcoming
business reviews. (Read more about inSight on page 50.)
Addressing Your Needs Day by Day
While your HealthTrust Account Director serves as your prin-
cipal point of contact, we have a Customer Service team available
to address your daily operational needs. HealthTrust maintains a
Customer Service Center available to members and vendors---by
phone, email or through the SCRUBS member portal. This team
is trained to address and resolve any issues related to contract
inquiries, price discrepancies, product quality, supplier perfor-
mance, HealthTrust systems access and member portal navigation.
I'm proud to state that members and vendors receive timely
and accurate responses to their inquiries, and we maintain a
99 percent call center service level for all inbound calls received.
Each phone call or email inquiry is logged and tracked via a third-
party incident and problem management system.
Customer service issues are also trended based on an expected
resolution date and escalated relative to the category, type and
specific issue. HealthTrust Member Services and Sourcing teams
work to reconcile supplier issues in a timely manner; our Customer
Service team documents resolution and then communicates back
with the member having the issue. Quarterly, we summarize the
customer service calls made by your organization for performance
tracking and improvement.
While this team has received superior scores the last two years
in our annual member survey, we are always open to learning how
we can serve you better. Please let us know through your Account
Director where we can continue to improve.
Welcome New Chief Operating O cer
I am pleased to announce that Michael Berryhill has been
appointed to the position of COO (chief operating o cer) of
HealthTrust. A 25-year health-care industry veteran, Michael most
recently served as senior vice president of strategic sourcing for
Prior to his association with MedAssets, Michael served in sev-
eral executive capacities with The Broadlane Group. Within the
merged MedAssets and Broadlane enterprise, he was responsible
for the company's group purchasing organization.
With Michael's deep knowledge of the industry and extensive
sourcing, supply chain and operations experience, I am confident
he will significantly aid in our ongoing e ort to strengthen pro-
vider cost management, and I look forward to his contributions.
As we continue to transform our business into a fully integrated
cost management solutions provider, this publication will share
our progress by showcasing your successes. We look forward to
your input and active participation in the process.
Enhancing the Value of
When you began your relationship with HealthTrust, your
executive team worked with us to develop a mutually
agreed upon, long-term plan for supply cost management
at your IDN or facility. We are accountable to you and your executives for
identifying and tracking savings, ensuring that suppliers are meeting their
contractual obligations, delivering a portfolio that meets your needs, and
continuing to bring innovative solutions to you and your colleagues.
4 The Source | Second Quarter 2013
FROM THE DESK OF ED JONES
[ StartingLine ]
Links Archive Quarter 1 Pharmacy Member Guide April 2012 Navigation Previous Page Next Page