Karen Fulton: Always a tremendous help

posted August 5th, 2009

Karen is perhaps the best customer service rep I have ever dealt with anywhere.

Karen Fulton, PRMO Customer Service, received the PDC’s quarterly Administrative Strength, Hope and Caring Award. Troy Spring, nominated Fulton after receiving a letter from one of her patients.

“I am writing to commend the work of Karen Fulton. She has been tremendously helpful to me as I navigate the billing and insurance red tape associated with my husband’s recent surgery and hospital stay. Karen is perhaps the best customer service rep I have ever dealt with anywhere. Karen Fulton is the portrait of how to do it the right way. She is competent and efficient. She listens well and makes a plan for dealing with the customer’s problem. She shares the plan with the customer, follows through with the plan and calls with updates. When she doesn’t know an answer, she finds out. She takes copious notes that allow her to quickly regroup and get up to speed from one phone call to the next even when my calls are weeks if not months apart. When she puts may call on hold, she keeps me informed and checks back often to update me on her progress. When we have problems with an insurance provider, she calls them while I’m on the line getting an answer right away and eliminating that feeling of having just stepped into an information back hole. She answers her phone; she returns calls. Her service is prompt her answers are timely and on topic. And, she clearly knows her way around her computer system. I applaud Karen, your training system and the level to which you have empowered to take action to solve problems.”