Health care call centers are required to get URAC (Utilization Review Accreditation Commission) approval, in order to show that they are efficient in health care management.
One among them to take this initiative is the CVS Caremark, an integrated pharmacy company. Recently, the pharmacy company’s Pharmacy Advisor Counseling program received Health Call Center (HCC) accreditation from URAC.
For those unaware, URAC is a Washington, DC-based independent, nonprofit health care accrediting organization. Its primary objective is to establish quality standards for the health care industry through accreditation and certification programs.
According to sources, URAC's standards provide a mark of distinction for health care organizations to demonstrate their commitment, with regard to quality and responsibility. Its Health Call Center accreditation ensures that registered entities perform the clinical aspects of triage and other health information services that are medically appropriate.
With CVS Caremark’s Pharmacy Advisor Counseling call center receiving accreditation from URAC, the company is now recognized for superior services in the industry. The accreditation also emphasizes the quality of the services the company offers to its customers and their members, said Troyen Brennan, managing director, executive vice president and chief medical officer of CVS Caremark, in a statement.
The CVS Caremark's Pharmacy Advisor Counseling Program call center was developed to help improve medication adherence for members with certain chronic conditions. Currently, it provides personalized care to customers, through a combination of targeted live outbound calls and inbound call access.
The members of the Pharmacy Advisor Counseling Program call center can discuss with a clinical pharmacist about various topics and potential issues that may affect adherence, such as side effects.
"By applying for and receiving URAC Health Call Center accreditation, CVS Caremark has demonstrated a commitment to quality health care," said Kylanne Green, president and chief executive officer, URAC, in a statement. "Quality health care is crucial to our nation's welfare and it is important to have organizations that are willing to measure themselves against national standards and undergo rigorous evaluation by an independent accrediting body."
Apart from CVS Caremark’s Health Call Center, the company’s Pharmacy Advisor Counseling program also has received URAC accreditation, this year.
Currently, CVS Caremark has more than 7,600 CVS/pharmacy stores in the U.S.
Edited by Rory J. Thompson