MedSave.com Statement of Commitment to Excellence
MedSave.com is built upon a small business model of excellence in an industry that is traditionally not known for heralding this value. The health insurance industry is generally known for a high level of customer complaints (few people actually like their health insurance company) and little customer loyalty (customers change health plans frequently to save money). Yet we believe that a commitment to excellence makes a critical difference in our day-to-day success and is the very reason that we are able to claim a role as the national leader in low cost health insurance. We are committed to carry out excellence through daily exercise of these seven principles:
- Work with passion and purpose. We must remember that we are part of the solution to health care financing and make a real difference in the day-to-day lives of our customers. We save money and keep the lives of medical patients intact though the course of health care treatment that would be otherwise be financially unbearable.
- Never make excuses. Accept ownership and responsibility of the problems within our realm of performance. At the same time it is important to distinguish and communicate those issues which are outside of our realm of operation. In many areas of health care today, there is a popular tendency to want to "kill the messenger" without identifying the party who is responsible and can actually make a difference.
- Admit mistakes. Say "I am sorry" when appropriate and offer the best available solution.
- Accept criticism. We understand that the public laws and positions that guide insurance and health care financing actually originate with millions of very diverse individual voices. Perhaps more importantly, we know that public opinions are constantly changing and evolving over time. By listening to criticism and carefully considering alternately points of view, we can better adapt to a wider range of customers in this constantly evolving field.
- Challenge authority. There are misguided leaders in the health care field and in government today. It is our responsibility to speak up for the values we hold in esteem.
- Set goals publicly. Public goal-setting allows others to engage in your vision of possibility leads to accountability in performance.
- Do not condemn honest mistakes. Errors are a fact of life in health care and insurance. Most people and most corporate cultures make vigorous efforts to minimize and correct these mistakes. Only in a few very rare circumstances like Assurant Health Inc. in the 1990s or the ongoing NFIB health plan marketing do we find long term systematic intent to mislead consumers or do less than the right thing. We will have the greatest positive effect by focusing our efforts on the distinction between honest mistakes and intentional market misconduct. We will simply avoid those malignant cultures and will not condemn those who use mistakes an opportunity to improve their business.