HP3 and Client Satisfaction

HP3 takes client satisfaction very seriously. HP3 employs the following formal and informal initiatives and processes to promote, measure, and monitor client satisfaction:

Quarterly Client Satisfaction Surveys
Each quarter, HP3 surveys a set of clients representing all service lines and regions. The survey is conducted via e-mail. HP3’s executive committee carefully reviews survey results and creates strategies to address issues that arise.

HP3 Project Management Structure
HP3’s project management structure builds in quality through the use of a designated single point of contact. The single point of contact is designed to foster client satisfaction, promote clear communication, and provide access to a management level employee that is able to resolve problems. HP3’s project team structure and staffing processes are designed to meet and surpass project objectives.

Regional Structure
In addition to the single point of contact, HP3 clients have regional executives who are measured in part on client satisfaction. If issues arise that a client wishes to raise to the Regional VP, the Regional VPs are available.

Rigorous Recruiting Criteria
HP3 recruits and retains highly qualified staff. All coding staff are required to complete and pass a rigorous coding proficiency test.

New Employee Orientation and Ongoing Customer Satisfaction Training
Significant resources are devoted to customer satisfaction and customer loyalty as part of an intensive three day orientation program that all new employees must complete. In addition, HP3 offers periodic refreshers in customer service to emphasize the priority that this must have in our work.

Ongoing Education and Training of HP3 Staff
Recognizing that the only constant in the healthcare industry is change, HP3 offers periodic formal technical training as well as continuous education opportunities to all professional staff. In addition, HP3 offers up to $5000 in tuition reimbursement per year for approved courses in which satisfactory grades are earned.

Quarterly Coder Testing
To make sure HP3 staff remain the best, HP3 tests coding staff on a quarterly basis.

Project Evaluation and Performance Feedback for HP3 Staff
Another way HP3 fosters client satisfaction is to provide HP3 with performance feedback and growth opportunities.

HP3 is initiating a formal project evaluation process. At the conclusion of projects that meet certain criteria, employees will receive feedback for their performance on the project. In addition, at that time, a review of performance to project goals will be completed.

In addition, all HP3 employees receive formal annual performance reviews and may receive “mini reviews” depending on the situation.

By providing regularly feedback, HP3 employees are able to work toward and achieve professional goals. By continuously upgrading skills, HP3 employees offer clients superior technical and interpersonal skills that create the environment for success.

Employee Engagement Survey
HP3 surveys employees on a quarterly basis to determine how to improve the work lives of our staff. HP3 believes that happy, engaged employees are best able to deliver the high quality work that our clients appreciate.