Devon Health Success Stories
Devon Health's employees often provide service that is above and beyond expectation. Take a moment to read what some of our appreciative clients have to say about our staff.
Check back often as we have more stories to tell. If you have a story that you would like to share, email the Jamila Grant, the Public Relations Manager or call 800.431.2273 ext 4143
Devon Health Customer Service Team Continues to Provide Superior Customer Service
Devon Health Services, Inc., a leading National Healthcare Cost Management Company, proudly provides consistent customer service to our clients and members. Our customer service team is trained to create a comfortable environment that helps alleviate a client or member’s confusion or frustration by establishing a personal bond when presenting information.
Mar’juane Billips, a customer services representative for Definity Health, has grown accustomed to the service that Devon Health provides. Definity Health uses Devon Health as a repricer for hospital claims. Recently, Mar’juane has been dealing with Devon Health’s customer service department to handle repricing questions. “Devon Health possesses a gem in their customer service department,” says Mar’juane. “Rosemary Smalls has made my job so much easier with her efficiency, customer service skills, and pleasant attitude. She is always asking if there is something else that she can do for me.”
Rosemary Smalls, a Devon Health customer service representative, holds the professional and trustworthy image of the company in high regard. Ms. Smalls has helped Mar’juane on most of her claims issues. Recently celebrating her one-year anniversary at Devon Health, Rosemary has made her mark through her strong work ethic and drive to help our clients. Ultimately, these attributes have recently brought her department great acclaim.
Mar’juane also stated that she was pleased with Delliah Burnley, Dana Galey, and the rest of the customer service department for being very kind and accommodating. “I work in customer service, so I know that you want to get the info to the caller and move on to the next waiting call. But when I deal with Devon Health, I get the feeling that I am the only one for whom they are gathering information.”
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Commendable Customer Service
Devon Health Services, Inc. was founded in 1991 as a radiology Preferred Provider Organization (PPO). At that time, only three employees worked every facet of the company. Nearly 15 years later, Devon Health has expanded to become a National Healthcare Cost Management Company. A major factor responsible for Devon Health’s growth is the company’s commitment to provide superior customer service.
Teresa Boettger, a Patient Relation Services representative at Brandywine Hospital in Coatesville, Pennsylvania, was so impressed recently with Delilah Burnely, a Customer Service Representative for Devon Health, that she wrote a letter illustrating her positive experience.
“I would like to bring to your attention an employee that has been an excellent example of how a customer service representative should be,” says Ms. Boettger in a note to Devon Health. “Delilah not only helped me get claims repriced correctly and sent to the payer, but her customer service skills are exceptional. Delilah actually makes me want to call Devon Health with problems!”
Delilah Burnely is responsible for handling questions from providers, clients, and members. The complexity of the healthcare industry leaves ample room for frustration and confusion. Customer Service Representatives must have patience and knowledge of the industry, and as Ms. Boettger raves, Delilah possesses both.
“Delilah is professional, proficient, friendly, and always willing to go the extra mile for me, the provider,” says Ms. Boettger. “She is a valuable asset to Devon Health, and I am truly a lucky person to have her help me with problems I may encounter.”
Stories such as these are inspirational in nature, but they exemplify the goals that have been set forth by Devon Health. Delilah’s relationship with Ms. Boettger at Brandywine Hospital is symbolic of those that Devon Health tries to create nationwide, and her example of excellent customer service is one that all members of the company strive for.
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Clinical Trials Launch Brilliantly
Since its inception in 1991, Devon Health has drawn from its entrepreneurial roots to become the competitive national cost-containment organization that it is today.
The company prides itself on providing products and services that aid in the struggle against rising healthcare costs, and practicing excellent customer service every step of the way. Devon Health has succeeded in these areas once again by successfully launching its new Clinical Trials program.
A clinical trial is a study of a new drug, surgical procedure, or other therapy to test its value. If conducted carefully, clinical trials are the fastest and safest way to find successful treatments and methods of improving overall health. Devon Health recognizes the importance of clinical trials to patients, as well as physicians.
In just a few months of existence, the Devon Health Clinical Trials program has witnessed excellent progress and gained substantial interest in both its anemia and Long-term Intervention with Pravastatin in Ischaemic Disease (LIPID) studies. The Product Development and Sales teams have been unrelenting in their efforts to inform doctors about these beneficial trials, and their determination and effort is indeed paying off.
Many participating “investigators,” or doctors who agree to take part in the trial, met recently with a pharmaceutical company for an educational session regarding a drug designed to battle anemia. Over 100 patients are in line to test the drug.
“Participation in clinical trials is an excellent opportunity for physicians,” says Samantha Parker, Product Development Manager. “Doctors have the chance to expand their expertise and positively impact the medical community. Our team realizes these factors, and they have truly motivated themselves to succeed in adding doctors to the network.”
The LIPID study has also shown signs of growth and interest. Over 30 providers recruited by Devon Health’s team have recently signed up to take part in the study.
“This is just the beginning,” says Parker. “Our recruiting, sales, and marketing efforts have been outstanding. Providers and doctors are always interested in finding better means of healing, and we are anxious to help them in that search.”
Clinical Trials are vital in the development of medicine. Advancements in the treatment of Alzheimer’s disease, diabetes, and cancer have stemmed from drugs that began in clinical trials. The medical community counts on doctors to come forward to administer and test these drugs and forms of medicine in hopes of improving quality of care.
Devon Health is committed to this cause as well, and has found yet another way to proactively and positively affect the healthcare industry – by building a network of providers with similar goals.
Devon Health’s stress on customer service and loyalty to physicians and their practices have been staples of their operations for years, and in turn have driven them to success.
The Clinical Trials program is indeed headed in that direction, as well.
For more information about Devon Health’s Clinical Trials program, please send an email to clinicaltrials@devonhealth.coms, or call 800.973.1728.
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Ivy Rehab
As a leading National Healthcare Cost Management company, Devon Health Services, Inc. prides itself on offering affordable healthcare solutions to its clients and members. Since its inception in 1991, Devon Health has achieved this goal by providing superior customer service and maintaining solid relationships.
Edward Shuman, the Director of Business Development for IvyRehab in New York, recently experienced the quality customer service that Devon Health strives to make standard. He contacted Devon Health, expressing an interest in becoming a part of the PPO Network. After joining, he had a simple yet poignant message for Shawn Scavone, Ancillary Contracts and Workers Compensation Manager for Devon Health.
“Please give a hand to Ms. Clugston,” he said.
Jamie Clugston, Senior Network Development Representative for Devon Health, worked with Mr. Shuman during the contractual process. She was instrumental in communicating with him until his contract was received and also in keeping him informed about the application process.
“I have never worked with a person in credentialing that took such pride in her work,” says Mr. Shuman. “She was helpful beyond all expectations. Devon Health has a good one there.”
This is the type of outstanding service that Devon Health is proud to offer, and is one of the ways that we continue to grow and expand our presence in the healthcare industry.
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Teamwork Prevails
Teamwork is a crucial aspect necessary to the success of any business. The employees at Devon Health Services, Inc. posses and apply the skills needed to work as a team in order to solve problems and maintain our high quality of service.
Devon Health’s Provider Relations and Network Development departments displayed outstanding teamwork by distributing over 100 boxes of Supply Marketing exam table paper to network providers. Supply Marketing in association with Devon Health Services provides doctors disposable products for medical offices free of charge.
Both departments made numerous phone calls to network practices offering the free exam paper. Most of the providers were surprised and delighted by the offer. “We are constantly thinking of ways to satisfy our network providers’ needs. Offering free exam table paper is a great way to cut the rising cost of medical supplies,” says Barbara Grundy Evans, Devon’s Vice President of Business Services.
After organizing and developing a plan of distribution, team members ventured out in the stormy July weather in their cars filled with boxes. Samantha Parker, Product Development Manager, says, “The weather was tough, the boxes heavy, but teamwork prevailed! I appreciate both the Provider Relations and the Network Development teams’ cooperation and willingness to help do a tough job.”
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Jason to the Rescue
Devon Health Services, Inc. prides itself on providing consistent, effective, and productive service to all of its valuable clientele. We here at Devon Health, believe it is our responsibility to deliver the highest quality of service each and every time we have contact with a client, provider, or member.
Jason Mattey, Director of Claims Settlement, knows the importance of such service when dealing with network providers. Jason’s efforts were recently recognized by Colleen Gulling, a patient financial representative at Brandywine Hospital. Ms. Gulling contacted Jason for his assistance on several outstanding claim issues. Jason was able to resolve the issues in a timely and efficient manner. Ms. Gulling was so impressed with Jason’s services that she exclaimed, “Jason is awesome! He followed up, called every step of the way, and got the claims paid. He really went out of his way to help.” Jason, very appreciative of Ms. Gulling’s kind words, says, “I just provided the same service to her that I would any other person. This is what I do everyday and I treat every person that I come in contact with in the same manner.”
“I have never gotten service like this from any of the other [managed care companies] that I work with,” says Ms. Gulling. Clearly, Devon Health Services meets and exceeds the expectations of our clients, providers and members. Every day, our focus remains the same: to provide the highest level of service in the industry.
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