Well-trained sup­port staff key to bet­ter ser­vice from health in­sur­ers

Modern Healthcare - - COMMENT -

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.

Anne Llewellyn

Nurse ad­vo­cate

Plan­ta­tion, Fla.

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