Well-trained support staff key to better service from health insurers
Regarding the article “What insurers are doing to fix their rap for awful customer service” (Sept. 19, p. 20), I agree 200%. Healthcare is like no other service we all use. The problem is most of us don’t have a choice to leave the plans we have to go to another one that “might” be more consumer sensitive. When someone is sick, scared and worried, having a customer service person who can help is important. Given today’s patient-centered focus, it’s an important time to beef up training on the products and services that health plans provide so those frontline staff understand and can help members with their questions. They also need to be well-trained to assist with provider questions on behalf of their patients.