Quality Awards
PGBA has been certified and recognized by some of the world's most respected developers of quality standards. It's a direct reflection of our commitment to delivering a higher standard of client service in an industry that demands accuracy and accountability.
More importantly, upholding ISO standards and implementing the CMMI process model helps us to refine and elevate our own quality standards. We openly and aggressively review any areas where improvement is possible, then respond with action plans to address these issues and prevent related occurrences in the future. In doing so, we deliver a service product to clients that is continually being taken to the next level.
ISO Quality Management System
PGBA's TRICARE North Region and Information Systems areas are certified by ISO 9001:2008 Quality Management System Standards and CMM (Capability Maturity Model (CMM), Level 2. Achieving ISO and CMMI certification means that we:
- Document our quality management system with clear definitions of the processes required to make up the system
- Implement measures of success for meeting customer requirements and performance objectives
- Establish programs to correct problems, prevent problems and continually improve processes.
PGBA's North Regional TRICARE contract achieved J.D. Power and Associates re-certification recognition for call center best practices as one of the most professional and elite call center operations in the nation. Additionally, our call center for Health Net Federal Services was recognized for providing "An Outstanding Customer Service Experience".
myTRICARE.com
Our award-winning web site for the TRICARE health plan gives providers and plan members fast and easy self-service any hour of the day.
Providers can check claims status, eligibility, real-time other health insurance (OHI) status, authorization and referrals for TRICARE plan members, view and print remits and more. Using our XPressClaim® application, providers can file TRICARE claims online.
Plan members who register on myTRICARE.com® can check claim status and view and print their TRICARE explanation of benefits (EOB) in a completely secure environment. They can check eligibility, view out-of-pocket expense and deductible information, check other health insurance (OHI) status, and send secure, confidential questions to customer service.
myTRICARE Awards
Our provider and plan member web site for TRICARE has won many national awards:
- e-Healthcare Leadership Awards
- 2009 Platinum Award, best interactive site
- 2009 Platinum Award, best e-business site
- 2008 Silver Award, best site design for healthcare
- 2002, 2003, 2006 & 2007 Gold Awards, best e-business site
- 2004 Silver Award, best overall internet site
- 2005 Gold Award, best interactive site
- 2005 Silver Award, best site design
- World Wide Web Health Awards
- 2009 Fall/Winter Merit Award, best online health information
- 2008 Spring/Summer Bronze Award, best online health information
- 2008 Fall/Winter Merit Award, best online health information
- 2007 Spring/Summer Merit Award, best online health information
- 2005 Fall/Winter Merit Award, best online health information
- Mature Media Awards
- 2003 Silver Award, best online mature market information
- 2002 Bronze Award, best online mature market information