1. Home
  2. About Us
  3. Customer Experience
  4. BPHC Customer Service Standards

BPHC Customer Service Standards

These standards outline BPHC’s commitment to our customers. Our goal is to apply them to your entire experience and each unique interaction with us. Our intent is to strengthen trust and deepen our relationship with you to provide the best support to you and the patients and communities you serve.

Our customers, our partners

We define our customers as Health Center Program funding applicants, existing award recipients, designated look-alikes, and ultimately the patients served by these organizations. 

Hand holding the customer service logo

Customer focus

  • Our customers are at the center of each interaction with us.
  • We are your Navigators – we will assist and guide you to the person who can most effectively address your need.
  • We want to ensure you receive a comprehensive response. With this in mind, we take time to carefully understand who you are and what you need. 
  • We offer self-service tools that provide resources at your fingertips in addition to direct and dedicated assistance.

Timeliness

  • We will resolve general or routine inquiries and acknowledge more complex inquiries within two business days.
  • Complex inquiries may take longer to address. We will provide you with updates as we make progress. 
  • We understand the importance of responding and supporting your needs as quickly as possible. 

Transparency

  • Information we share will be clear, concise, and accessible.
  • We will provide updates so you know what to expect from us. This includes changes to previous information or unanticipated delays. 
  • We work together across our bureau to constantly improve our processes. 
  • We value your feedback. We will share our progress on our efforts to improve your experience. Whenever possible, we will share changes with you before they happen.

Quality

  • We aim to deliver high-quality products and services that address your needs and exceed your expectations.
  • We will provide a consistent experience no matter who you contact or how you choose to connect with us.
  • We work to deliver accurate information based on the information you provide us.
     
Date Last Reviewed: