We pride ourselves on offering a high level of customer service while exceeding our member's expectations. Every year we field over 5,000 calls and spend an average of 9 minutes per call. Further, our patient care advocates average 16 minutes of post-call research for each caller. This high level of engagement has led to a customer service quality score of 4.92/5 for our patient care advocates and a net promoter score of +81.5.
THE PATIENT IS AT THE CENTER OF EVERYTHING WE DO
With a dedication to service, our patient care advocates will work with you throughout your journey, ensuring a positive process every step of the way. We’ll start by welcoming you to Progyny and setting up a time for an orientation phone call. During the initial conversation, our patient care advocates will get to know your specific situation so we can personalize a plan and inform you about what to expect. You’ll learn about treatment options and the coverage offered by our fertility benefits. Once a plan has been developed, our patient care advocates will connect you with a top clinic in your area. We’ll stay connected throughout the treatment process, offering support and helping you evaluate options if something isn’t working. Once your baby has been born, we’ll be one of the first to congratulate you and we’ll remain available for any ongoing assistance that you may need.