Quality Assurance

DrugSource continuously strives to monitor the quality of the services it provides to its clients and their membership. From the review of the effectiveness of its policies and procedures to consistently improving its workflow and operations, our methods deliver the ASSURANCE of QUALITY to each of our valued customers.

Our Quality Assurance Committee focuses on improving areas of our operations through:

✔ Implementation of Quality Improvement Projects

✔ Benchmarking and trending performance standards, including Satisfaction and Phone Performance metric reporting (based on CMS standards)

✔ Monitoring of phone calls based on certain scripted criteria to ensure quality and accuracy of relayed information to member

✔ Use of technologies including barcode verification and electronic import of member’s information

✔ Calculation, review and resolution of Grievances