When health plan member Ann called Customer Service, Jessica answered, ready to help. Nearly in tears, Ann explained that she needed help resolving a multitude of confusing bills she'd received from her hospital after a recent visit. Jessica immediately took ownership of the situation. Not only was she able get the current claim paid right away, she worked tirelessly to facilitate closure of a previous claim—going above and beyond to ensure that the obstacles in this member's claim history were taken care of and her mind put at ease.
This is just one example of our Customer Service heroes delivering best-in-class service. From the moment a member begins to consider care options, all the way through to the final follow-up, our Customer Service team pairs technology with compassionate human-centered design to make the experience as seamless as possible.
Our Customer Service team is made up of passionate individuals who are dedicated to our Cause and reside in the communities we serve. This proximity allows our team to personally connect with our members, provide them with local knowledge on how best to navigate care, and call on additional support when needed.
Being local also means taking a compassionate approach. Each week, we send any child admitted for in-patient treatment a teddy bear and a card that says, "We heard you weren't feeling well so we're sending a hug." We also send condolence cards to the families of deceased members and offer the assistance of our Personal Service Ambassadors.
Emphasizing human-centered service doesn't mean we've overlooked the latest technologies; in fact, we're leveraging data, coupled with insights directly from consumers, to cater to our members' communication preferences.
One example is our customized IVR (interactive voice response) solution, fueled by member feedback. We used focus groups to uncover reoccurring questions, such as confirmation of eligibility status, that could be answered simply through an automated IVR selection and without live customer service. This tool gives our members another way to reach us while retaining the option to speak directly with one of our experienced customer service professionals for more complex issues. Based on positive feedback, we're continuing to build out this resource to better serve our members and give them simple ways to interact with us.
The ultimate measure of our effectiveness is what members, like Ann, have to say about our service
If you or your employees have any questions, please know that our team of customer service professionals are equipped and always ready to deliver answers.