We recently celebrated employee appreciation week here at TASC. I think we have some of the finest employees around, and I don’t care to limit my show of appreciation to a designated week only. I prefer to show my appreciation all year long. It’s the right thing to do.
At TASC our philosophy reflects what we call a high performance culture. The definition is pretty straightforward: having high aspirations and a desire to win, taking ownership and being accountable for our work, being biased to action, and building our foundation with individuals who work well as a team. Let’s break it down point by point.
We have high aspirations and a desire to win. One of our eight “vision points” for the next three years is to be the country’s largest, privately-held third-party administrator. Well, guess what? We have already achieved that goal. But we aren’t stopping there. We now have our sights on being the largest of all TPAs. Are those aspirations high enough for you?
At TASC we take ownership and are accountable for our work. Have you visited MyService Center lately? There you’ll find every action and every interaction we have with our customers, plainly displayed. You can track problems and clearly see how each one is handled and resolved. No hiding. It’s all there.
A bias to action. While others have taken a wait-and-see attitude toward the provisions of the Patient Protection & Affordable Care Act (PPACA), TASC has worked hard to ensure that our customers are covered. For example, just recently we released a PCORI service to help Health Reimbursement Arrangement (HRA) sponsors deal with this new regulation. (The Patient-Centered Outcomes Research Institute (PCORI) is charged with examining the “relative health outcomes, clinical effectiveness, and appropriateness” of different medical treatments. The Institute will be funded in part by employer-paid fees.)
Finally, TASC employees work as a team. To illustrate our team approach, I invite you to view this video produced by our Customer Care Department. What a team! We definitely have some great talent in that department. And our customer satisfaction scores enforce this praise. Specifically, since the third quarter of 2011, overall customer satisfaction (Clients and Participants) has hovered close to ninety percent, consistently, as is true for customer satisfaction with our Customer Care Department during the same time span.
We will continue to work hard to maintain these high levels of satisfaction. Meanwhile, with survey responses like these, I don’t wait for employee appreciation week to show my appreciation. I try to show my gratitude all year long!
TASC CEO Blog 