TriWest Earns 4th-Consecutive J.D. Power and Associates Contact Center Certification

PHOENIX, June 14, 2011 /PRNewswire/ -- For the fourth consecutive year, TriWest Healthcare Alliance's contact centers have been recognized by J.D. Power and Associates for providing "an outstanding customer service experience" to its beneficiaries.

To become certified, a third party conducted surveys of about 1,500 TriWest customers over two weeks and measured:

• Contact center representatives' concern for the customer
• Courtesy and knowledge
• Convenience of operating hours
• Ease of reaching a representative
• Timely call resolution

In addition to meeting J.D. Power and Associates certification guidelines, TriWest—the Department of Defense (DoD) contractor that administers TRICARE, the military's healthcare entitlement, in 21 western states—continually exceeds challenging contact center time and effectiveness standards set by the DoD.

"Taking care of military families has been our sole mission for 15 years," said TriWest President and CEO David J. McIntyre, Jr. "Our beneficiaries know they are our number one priority and this certification simply reinforces our commitment to them."

TriWest's six contact centers and claims subcontractor (Wisconsin Physicians Service in Wausau, Wis.) handle nearly 20,000 calls each day and are located in:

• Anchorage, Alaska
• Colorado Springs, Colo.
• Honolulu
• Phoenix
• San Diego
• Tacoma, Wash.

About TriWest

TriWest Healthcare Alliance partners with the Department of Defense to do "Whatever It Takes" to support the healthcare needs of 2.9 million members of America's military family. A Phoenix-based corporation, TriWest provides access to cost-effective, high-quality health care in the 21-state TRICARE West Region. Follow us on Twitter and Facebook or visit www.triwest.com for more information.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

SOURCE TriWest Healthcare Alliance