Alan Palmer, Director of Customer Experience, joined RxBenefits in 2019 as Senior Manager of Member Services. Before joining RxBenefits, Alan served as the Manager of Customer Service for Blue Cross and Blue Shield of Alabama for more than five years. His deep expertise in both the healthcare and customer care fields strengthens his ability to support RxBenefits’ Customer Experience departments to ensure that they deliver on the company’s promise to provide service at a superior level.
Cultivating an Exceptional Customer Experience
As Director of Customer Experience, Alan is responsible for various critical aspects of ensuring RxBenefits’ clients and members are taken care of until they reach the best and most complete solution. He oversees the entire customer service team which serves a large client base of employers and their members, attending to some of their most urgent and personal health concerns with personalized attention and empathy. “What I truly enjoy most about my role is partnering with my leadership team in Client and Member services to support their individual growth and seeing their teams align with the company’s collective goals,” says Alan.
Leading an Award-Winning Team
During Alan’s two years with the company, RxBenefits’ customer service team has received award-winning recognition for two straight years. On April 15, 2021, he accepted RxBenefits’ Silver Stevie® Award for Customer Service Department of the year in the Healthcare, Pharmaceuticals, and Related Industries, on behalf of the entire customer service team. “I’m incredibly proud of our entire customer service team of devoted representatives who fully embrace a commitment to providing excellent service. This award is a testament to their hard work and diligence,” Alan said of the recognition.
Alan believes that continuing to nurture RxBenefits’ small-company, “family-like” environment in a rapidly growing, corporate culture is what truly separates the RxBenefits customer service experience from others in the industry. When it comes to encouraging his team, Alan follows the simple but meaningful principle: Make every customer feel like they are your only call of the day.