The Best Service...Satisfied Employees

We recognize that the savings gained through effective benefit cost management can easily be lost through decreased productivity caused by even mediocre customer service.For that reason, our biggest investment has always been with people and technology. We do things right the first time; responding to inquiries accurately and quickly.These investments include:

• Staffing in our Customer Care Unit of one representative for every 2,000 covered employees.This compares to an industry standard of one representative for every 3,500 covered employees.

• First call resolution is important to us, and we use three way calls to make sure members get their question answered when they call. Our first call resolution rate is consistently above 95%.

• Complete call tracking and reporting, which is used to provide valuable feedback to our groups on employee perception and concerns.

• 24-Hour, 365-Day access to a system that provides an interactive voice response summary of benefits for providers.

• Our full service website, which allows clients, participants and providers access to secure information on claim status, eligibility and benefits.

• While most TPAs and Carriers require customer service personnel to handle 65-80 calls per day, our target is 40-45. This provided a more reasonable potential to resolve caller issues during the first call. We have always surpassed our goal of 95% first call resolution.