Springfield Clinic Recognized in 2023
Excellence in Customer Service Awards from the Business Intelligence
Group
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[April 14, 2023]
 Today,
Springfield Clinic was recognized by the Business Intelligence Group as
an Organization of the Year for their 2023 Excellence in Customer
Service Awards. This annual business awards program recognizes entities
that communicate with their customers to provide a differentiated level
of customer service.
“The role of customer service is changing every day and the winners of
this year’s program highlight the people, organizations and products
that are really improving how consumers connect with companies,” said
Maria Jimenez, chief nominations officer of the Business Intelligence
Group.
Springfield Clinic was recognized as an Organization of the Year for
their exceptional performance to rally 3,500 employees alongside their
650 care providers across 90 locations to continually improve the
patient experience. Their likelihood to recommend, or Net Promoter
Score, increased six points over the past two years with a strong
emphasis on their ‘Elevate the Positive’ program of ongoing customer
service training, operational oversight and employee recognition.
As a physician-owned medical group, Springfield Clinic’s values are
rooted in the communities they have served for more 84 years, and
customer service has always been at the forefront.
“We believe deeply that ‘doing what’s right for the
patient’ starts with scheduling the appointment and doesn’t end with the
conclusion of the office visit. Just as our physician-owners are
empowered to direct patient care according to their expertise, we
empower our employees to create exceptional, meaningful experiences at
every touch point, whether on the phone, at the front desk or greeting
them as they walk through our door,” says Zach Kerker, Vice President of
Brand, Experience and Advocacy for Springfield Clinic.
To stay focused on what matters to their patients, Springfield Clinic
pays close attention to customer service feedback gathering more than
90,000 patient surveys last year as well as tracking inbound calls,
online messages and handwritten letters to identify operational
excellence and areas for improvement.
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“When you listen to the feedback from your employees
and your patients you can develop meaningful training,
accountability and recognition programs to embed exceptional service
into the culture of your team, every day,” says Kim Leistner Root,
Director of Experience and Internal Communication.
Springfield Clinic appreciates this recognition from
the Business Intelligence Group and is proud of all employees and
providers who made this recognition possible.
For more information about the Excellence in Customer Service visit
https://www.bintelligence.com/
excellence-in-customer-service-
awards.
About Springfield Clinic
Springfield Clinic is a forward-thinking, physician-led
multispecialty medical group devoted to providing the highest
quality health care to its patients. More than 650 physicians and
advanced practitioners deliver care in approximately 80 medical
specialties and sub-specialties serving more than 20 counties
reaching more than 500,000 patients in the greater central Illinois
area. As one of the largest private multispecialty medical clinics
in the state, Springfield Clinic currently employs over 3,500
clinical and administrative staff members who are committed to
improving health, providing value and serving the community. For
more information, visit us online at
www.SpringfieldClinic.com.
About Business Intelligence Group:
The Business Intelligence Group was founded with the mission of
recognizing true talent and superior performance in the business
world. Unlike other industry award programs, these programs are
judged by business executives having experience and knowledge. The
organization’s proprietary and unique scoring system selectively
measures performance across multiple business domains and then
rewards those companies whose achievements stand above those of
their peers. For more visit
www.bintelligence.com
[Justin L. Fowler
Visual Communication Specialist
Springfield Clinic Brand & Experience]
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