Life can get really busy, from getting kids to school and their activities to taking care of elderly parents, all while meeting work responsibilities. Sometimes it may seem like there’s little time for anything else.
That’s why when our members have concerns and questions about their coverage, Independent Health is working to make it easy to get the answers they need when they need it. Here are four examples of how we make it easy:
Locally based, highly trained customer service team
Having our entire member services team based in Western New York enables each representative to know their community and better understand the healthcare needs of its residents. For example, if someone needs a doctor in the Northtowns, every single customer service representative knows what that means, and knows how to serve our members.
Training for these roles is rigorous, which produces customer service representatives who display confidence, passion for service, and prove adept at empathetic listening. It’s also the reason why nearly 90% of member matters are resolved by the representatives during the first call. Members’ calls are answered in just over 30 seconds, too.
Online member account
Each member can register for their own online, secure member account. Having your own private and secure account allows you to have all of your plan information in one convenient place. Plus, since it’s available 24 hours a day, seven days a week, you can access your online account whenever you need to. A few things you can do with your member account include checking your benefits, reviewing your claims, and tracking your deductible. You can even speak to a member services rep via Live Chat when logged into your account.
It also enables us to e-mail you with timely and important updates about your plan, or with topics that will help you get and stay healthy. By communicating with you in the way you want to be communicated to, Independent Health can keep you up to date with personally-relevant information unique to your plan and individual health needs.
Access to your account on your smartphone
Independent Health’s MyIH app gives members access to their online account directly on their smartphones: up-to-date information about their benefits, a digital image of their ID cards so they’ll never be without it, push notifications to keep them informed in real time, and even graphic displays of the amount a member has spent toward their deductibles (for deductible plan members), along with easy access to drug formularies, and their Explanation of Benefits.
Walk-in locations for people who prefer face-to-face interaction
Sometimes, it’s nice to get your questions answered in person. The benefit of our locally based customer service team is that we also offer onsite, in-person service at our main campus at 250 Essjay Road in Williamsville, or by making at appointment at one of our other locations.
Want to learn more about our services and plans that make it easy? Visit us online.
Leave a Reply