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charges, anesthesia charges, a
facility cost, for inpatient imag-
ing, inpatient physical therapy,
inpatient pharmacy, and more.
“In a BridgeHealth surgery,
members are not getting bills
from the multitude of physi-
cians that have interacted with
them during that surgery pro-
cess,” Mark explains. “All of
that is handled by us in a sin-
gle transaction, so the member
doesn’t come home to a bunch
of explanations of benefits and
a bunch of bills that they have
to pay following their surgery.”
“We take away their worries,” he
says. “That’s the BridgeHealth
way.”
The satisfied testimony from
BridgeHealth plan members
supports what Mark is saying.
The company surveys every in-
dividual that comes through
their program, and they have
roughly a 68 per cent response
rate and a 94 Net Promoter
score.
The Net Promoter Score is an
index ranging from -100 to 100
that measures the willingness
of customers to recommend
a company’s products or ser-
vices to others. A 94 is virtual-
ly unheard of in the healthcare
industry, where scores are typi-
cally in the 20s.
“One of the great joys of work-
ing at a company like this is
that we’re truly helping people,”
Mark says. “Surgery is not some-
thing that anybody takes lightly,
it can be quite concerning to
go through. But we walk peo-
ple through it and help them
achieve a high quality, positive
outcome.”
APRIL 2019
“Clients also like us
because of our white
glove service, which is
backed up by our Net
Promoter score.”