MedBen defines quality as the ability to consistently meet customer expectations. To this end, we decided to do something highly unusual in the benefits business – we adopted the ISO quality management system. And even more rare in our industry, MedBen achieved ISO 9001 Certification.

We are proud to be among the first benefit companies in the world to earn ISO 9001 Certification, and even more excited about the service improvements that have resulted. ISO provides an objective way to measure quality throughout an organization – underscored by an intense focus on customer satisfaction.

Cara Delcher directs MedBen’s quality systems program. Each department follows documented work processes and monitors quality metrics to ensure they are meeting stated goals. These metrics are reported monthly and reviewed by our senior management team.

Every MedBen client has the opportunity to complete an annual Client Satisfaction Survey. These surveys are compiled and reviewed by management on a quarterly basis. Process-related items are followed up on as part of our ISO quality improvement initiative, while individual items are followed up on immediately with the client who submitted the survey.

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