Shasta strives to provide world-class customer service to clients and participants alike. Customer Service Specialists are willing to go the extra mile to meet every caller’s needs. First-call resolution, follow-up and keeping promises are high-priorities. Shasta treats all callers as if they were friends and family, remembering the “Golden Rule” - treat others the way you wish to be treated in the same exact situation. This creates a consistency that ensures Shasta's actions are always in sync with its goals.
All inbound calls are answered by a live Customer Service Specialist, not an automated voice system. Shasta maintains extended hours from 6 am (Pacific Time) to 5:30 pm (Pacific Time) to accommodate east coast providers and participants who have to make calls before and after work. Shasta has Spanish-speaking specialists here to help. Shasta is researching multi-lingual phone services to continue meeting the needs of the diverse population. Additionally, if participants are not able to call in during normal business hours, the Customer Service Department is available online through the Contact Us page.
One of Shasta's Internal Auditors conducts a random weekly phone audit for all Customer Service Specialists. This allows Shasta to ensure participants are receiving the high-quality service they expect.
Customer Service Specialists are scored on the following criteria:
- Warm Transfers
- Unnecessary transfers (1 stop shop)
- Ability to use resources
- Unnecessary/extended holds
- Focus on caller
- Accuracy of information and notes
- Confirmation of PPO utilization