Business Services Industry
Up close and personal: after a complete reorganization of departments, medical mutual has positioned itself closer to its clients.(CUSTOMER SERVICE)(Medical Mutual of Ohio)
Inside Business, December, 2005 by Lepro, Sara
Medical Mutual of Ohio, the state's oldest health care insurer, has done something unheard of for its industry. The Cleveland-based company eliminated its underwriting department.
In its place are five restructured divisions in sales and customer relations: local governments; labor, motors and national accounts; education; mid-to-large large businesses, and small businesses and individuals. Each division is a combination of sales, underwriting customer service staffs.
A focus on service is what drove the decision to completely overhaul the structure of the company.
"We work in an industry that is not famous for its service," says Errol Brick, executive vice president and chief marketing officer for Medical Mutual of Ohio and mastermind...
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