Category 1: Building a Customer-Focused Culture
JOSH KLEIN
Chief Federal Operations Officer
Customer Experience Center
Signature Performance, Inc.
Josh Klein is being honored in Category 1: Building a Customer Focused Culture for transforming Signature Performance's Customer Experience Center into a model of compassionate, responsive service for Veterans and their families. Through his leadership, Josh has fostered a culture centered on accountability, continuous improvement, and empathy, ensuring that every interaction prioritizes the needs of Veterans. His commitment to customer-focused service has strengthened both operational performance and the quality of care delivered through VA community care programs.
Josh implemented enhanced training, quality assurance programs, real-time performance monitoring, and coaching to improve response times and first-call resolution for complex billing and claims inquiries. He also led the implementation of the VA Community Care Emergency Care Call Center, ensuring Veterans who seek care at community emergency rooms receive timely referrals and avoid unnecessary financial hardship. Recognizing that exceptional service extends beyond resolving administrative issues, Josh trained representatives to identify signs of emotional distress and connect Veterans in crisis directly to the Veterans Crisis Line, providing critical support when it is needed most.
The impact of Josh's leadership has been substantial. Under his direction, the Customer Experience Center has handled more than 25 million calls while maintaining an impressive 88% first-call resolution rate, helping Veterans navigate complex healthcare and claims processes more efficiently. More than 500 customer service representatives have completed specialized training programs, and the team has received over 6,000 KUDOS calls recognizing exceptional service from Veterans, beneficiaries, and healthcare providers. By empowering employees to deliver compassionate, high-quality support, Josh has strengthened trust in VA services and improved the experience of countless Veterans and their families.