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.

A state-of-the-art interactive voice response phone and customer care system that closely monitors calls and holds our Customer Care team members accountable for service levels and call resolution.

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 or a faxed summary of benefits for providers.

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 the caller's issue during the initial call. We have always surpassed our goal of 92.5% first call resolution.

Convenient Service...One Stop Shopping

Managing health benefit plans is a challenging opportunity due to vast array of complex service options that have emerged over the last several years.  For that reason, we have combined services provided by CenBen USA  with those offered by several "best of breed" partners to facilitate a "one stop shopping" experience.  We integrate with our partners so that service to the client is seamless, including exchanges of information, enrollment and billing.  Some of the services we offer through this strategy are:

Stop Loss Market Analysis & Administration

Pharmacy Benefit Management

Retiree Billing and Call Center Service

Employee Assistance Program