We have enhanced our service levels by creating accountability among the staff members who directly serve the customers. Teams have been created which
are dedicated to specific client accounts, thereby maintaining and enhancing the "only customer" feeling to all clients.
We have committed significant resources and training to ensure that our customer service representatives consistently provide informed, reasoned, and
definitive responses to every inquiry.
Additionally, we are one of only a few TPAs with a full-time medical director as well as an available medical services staff of 16 nurses employed by
another of the Key Family of Companies, American Health Data Institute.
We operate with a highly scalable business model that can support our growth objectives. The scalability is continually defined by five factors:
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Breadth and depth of management - The Key Family of Companies has a strong management infrastructure with experienced senior managers in operations,
marketing, customer service, information technology, and human resources.
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Staffing and infrastructure - We continue to reinforce and maintain our value and dedication to service among our new recruits. We are aggressively
exploiting technology and outsourcing non-mission critical operations to reduce labor intensity.
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Information Technology - Our claims processing systems, telecommunications systems, and information technology systems are fully scalable.
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Information Technology Architecture - The Key Family of Companies has developed a significant variety of goods and services which solve company problems.
As this creative product portfolio developed, a variety of Legacy systems came into use creating multiple databases and redundant data base maintenance. Today
all of these Legacy systems sit atop a Key Family Data Warehouse, which standardizes and normalizes all of the data from each Legacy system. The Data Warehouse
is completely scalable and enables us to truly turn data into intelligence, thereby creating a competitive edge.
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Distributed Workforce - Most metropolitan areas are virtually 97% employed. Exceptional job candidates are therefore, difficult to find. The employee
interest in working from home is very significant. The interest in this home opportunity has enabled us to expel the geographically bound shackles and to
limitlessly expand our territory in which our quest to find the best of the best employees takes place.
We have several significant Internet based E-Commerce initiatives underway, which we believe to be the first of a kind with the product offering we have developed.
The entire Key Family of Companies will remain aggressive in their use of the Internet to enhance its services to its customers.
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