Vision
| Customer Service Philosophy Our philosophy is to make each position at Flores & Associates accountable to the client. The vertical integration of duties permits us to be flexible and provide cross-training to meet the needs of all of our clients. Everyone in the organization has "participant" responsibility, while each Account Manager also has responsibility for their set of Clients. This ensures that everyone can answer participant-centered questions and each client has their own personal contact. | 
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Silent Systems with Proactive Support
Our technology allows our client and participant relationships to operate silently with very little noise. We blend the technology together with our people to create "high-tech and high touch" results that leave clients and participants feeling very well served. Being customer-focused means you will not reach a phone-tree when you call Flores. You can expect prompt support and you will marvel at our results. Ask for a tour of our facility whenever you are in the Charlotte, NC area.
Client, Participant and Employee Satisfaction
Word-of-mouth communication drives our growth. The comments from clients, participants, employees, brokers and vendors represent the results of our efforts and serve as testimony to the results you can expect, whether you are a new client, participant, employee, broker, carrier or vendor. You will enjoy doing business with Flores. Our desire is to give you far more value and service than you believe is possible.
Innovation
Flores pioneered the use of a unique email protocol several years ago, e-status, to keep participants informed on a real-time basis about their claims, reimbursements and account information. This powerful tool notifies participants when claims have been received, entered and paid as well as notifying the participant if there is a problem with a claims submission all within 24 hours of receiving a claim. This integrated email engine also provides election confirmations, 60-day use-it-or-lose-it notices, run out reminders and other important information regarding participant accounts. This use of proactive technology eliminates the "black hole" mystery that is prevalent in our industry. Access to real-time information provides peace of mind for our participants.
Service
At Flores we believe and are firmly committed to service excellence. Our philosophy is to make each person within our organization accountable to our clients and their participants. Our service model is built around a "client centered approach" that reflects our desire to be responsive, pro-active and accountable in serving the reimbursement plan needs of our clients. Our reputation has been crafted around our ability to exceed the expectations of our clients by employing a dedicated staff of professionals, the use of innovative technology and the ongoing motivation to be recognized as the leader in the field of reimbursement account administration.
Integrity
The ability to deliver results in a thoughtful, professional and pro-active manner distinguishes the Flores service model. The underlying principle of handling our service with integrity is paramount to our success. Our commitment to "doing things right" is inherent in our audit procedures, systems and dedication to making our service user-friendly. The sincerity in which we approach our business reflects the values, principles and people that have made us the national leader in reimbursement plan administration.
Technology
The ability to make technology easy to use and proactive, have long been trademarks of Flores. From innovations such as our e-status protocol to our integrated web application, flores247.com, we have taken the leadership position in system design and performance. Both the Client and their participant's benefit from the technology we have devised to deliver information that is timely, accurate and useful. Our proprietary technology allows us to be nimble, responsive and judicious in providing real-time data to our end users. The result of the superior application of technology to a streamlined reimbursement process is complete client satisfaction.
Results
Notice the comments from our clients, participants and employees. The quality Flores delivers is described using words and phrases such as efficient, easy, smooth, accurate, thorough, great service, available, helpful, timely, cheerful, refreshing, awesome, detailed, professionalism, follow-up, sheer pleasure, quick, wonderful improvement, eliminates guessing, saves time... and happy! We allow the firm to grow based on continuously reviewing our ability to maintain a high degree of quality for existing clients, participants and our employees.
