Our world class customer experience includes the support we provide to employees as well as dependents. Our knowledgeable Client Advocates answer employee benefits coverage and claims questions, investigate and resolve enrollment and eligibility issues, and assist with claims inquiries and appeals. We are not a call center. Rather, we dedicate a specific Client Advocate to support your employees and their families. These caring individuals have expert knowledge of your carriers and plan offerings. They capably guide your employees and their families through the benefits maze.
This means no more call centers with rushed call queues, no representatives without last names, no complicated phone trees to navigate — only real people interested in delivering high human touch and customer focused education and resolving problems for your employees. Each client is assigned a dedicated Client Advocate with a direct dial phone line and email address, someone your employees can contact about each inquiry, and someone with whom they can build a trusted relationship. Your employees can contact us when they:
- Believe that a claim has not been paid properly
- Need further clarification on an insurance matter
- Need help solving a benefits related problem
- Have a question about a benefit
- Have questions regarding a bill
- Need help finding a doctor or provider
All activities we perform in support of your program are documented in our client database. We track every interaction and report back to you on the volume and type of interactions we have with your employees. This allows us to report the value of the service provided, as well as the trends we are seeing through these interactions.