Member Services

MEMBER SERVICE IS OUR #1 PRIORITY
Our administrator maintains a fully-functional call center equipped to handle customized and general toll-free numbers answered by trained representatives. In addition to multiple T-1 lines capable of accommodating numerous concurrent incoming calls, our administrator utilizes a self-monitoring call management system with automatic call distribution. To meet the varying needs of our members, the call center maintains a full-time, trained staff of 25 member service representatives, including 9 Spanish-speaking agents, a dedicated trainer, two team supervisors, and a director. Our workforce is available to handle a wide variety of inquiries from 7:00am to 7:00pm CST Monday through Friday and 8:00am-5:00pm CST on Saturday. Members are welcome to leave a voice message after hours and calls are returned by a designated agent within 24 business hours. Additionally, members can access benefit information and provider listings by visiting our website at www.locateproviders.com.
A quality member experience is ensured through:
	“Dare to Dazzle” Training: Our administrator’s employees pledge to deliver “dazzling” service to every customer, both internal and external. Towards this goal, every employee participates in bi-weekly “Dare to Dazzle” training designed to further develop Customer Care as the core of our business and a unique and integral part of our success.
	Daily Monitoring: Each day, inbound and outbound calls are evaluated for call quality and member satisfaction. Each rep is required to meet the assigned criteria specific to information provided, service skills, and call documentation. Although the average talk-time averages 2 ½ minutes, our representatives are encouraged to assist the member until all their questions have been answered.
	Skill Training: Our experienced on-site trainer facilitates weekly meetings to educate and update representatives on our administrator, clients, and overall procedure adherence to further develop dazzling customer service skills, proper phone techniques, and to promote a team oriented environment.
	State-of-the-art Telephone Response System: Our administrator’s phone system answers 99% of incoming calls within 3 seconds. Calls routed to the call center, are answered within 30 seconds 80% of the time by our member services representatives and our abandonment rate typically does not exceed 5%. Additionally, the system captures and monitors the number of incoming calls, abandoned calls, average hold time, and the percentage of calls answered within our assigned service levels. Daily telephone reports are also closely monitored and analyzed by senior staff to recognize call trends and staffing needs.
	Prompt Issue Resolution: Although 85% of calls are informative, all member service representatives are well-versed in assisting callers with provider recognition and discount verification concerns. Member service representatives are trained to handle a multitude of complaints and resolve the issue within 24 business hours. Escalated member issues that require further research are forwarded to Provider Services to be resolved within 3 to 5 business days.
	Personalized Attention: Each member receives flexible support dependent on their situation. Unlike other service departments, we take ownership of each call and encourage the representatives to take every appropriate step necessary to satisfy the member’s request. Additionally, members receive a follow-up, handwritten postcard thanking them for bringing their issue to our attention and allowing us the opportunity to resolve their concern. We place the interest of the member first. This philosophy translates into our day to day practice of demonstrated and proven flexibility. We can do as little or as much as your company desires, both administratively and from the member service perspective. For example, most benefits can be bundled or unbundled depending on the client’s needs. Our administrator has the capability to process bank drafts, credit card sales, list bills, accept membership data via electronic transfer, pay commissions, mail member fulfillment kits (including an explanation of benefits) and produce customized four-color, plastic laminated, membership cards to your specifications.