AH034 - Customer Care in Healthcare: Setting a Higher Bar, with Will Tafoya

In this episode of the Astonishing Healthcare podcast, Will Tafoya, Senior Vice President of Operations and the leader of Capital Rx's contact center, shares his views on building and leading an award-winning customer care team, which is available 24/7/365 to serve millions of pharmacy plan members. Will's passion for customer care and his team shines through, as he explains why hiring PTCB pharmacy technicians and other individuals with healthcare experience is so important, the benefits of a virtual call center (vs. brick-and-mortar), how customer care interfaces with clinical or other teams, and much more.Since member service and support are central to Capital Rx's new Never Move Again™, as as AJ Loiacono describes in Episode 33 - Never Move Again™, a Paradigm Shift in Pharmacy Benefits, Will and host Justin Venneri dive into topics including:Client-specific training (e.g., cultural training)Why JUDI®, Capital Rx's enterprise health platform, is a "one-stop-shop" for Will's teamThe importance of considering how members will react to AI and automationMeasures of success, including average speed of answer (ASA) and handle timeFinally, Will shares that advice that's been most influential to him over his 30+ years in contact center leadership. (Hint: it's something we should never stop doing!)For more information about Capital Rx and this episode, please visit Capital Rx Insights.