How We Do It
Healthcare and health insurance issues can be emotionally charged and complex for employees to deal with. Anything less than the highest standard of customer service and accountability can exacerbate the problem. Our response to the challenge is to hire only the most experienced and service-focused healthcare advocates, and to support their work with continuous learning and smart technologies.
Expert Staff
Beyond the friendly voices, you will find CareCounselors with experiences from all corners of the managed care industry. Our CareCounselor team consists of master's degree healthcare educators, registered nurses, and professionals with exceptional managed care background. CareCounselors are focused and dedicated to helping your employees to get their needs met.
Continuous Learning
All new CareCounselors go through a 4-week intensive refresher course covering the fundamentals of managed care. CareCounselors also meet weekly for peer review of difficult cases to discuss methods of resolving the problem, or to demonstrate how a solution was obtained. CareCounselors keep abreast of health and managed care trends by monitoring on-line and print publications that provide information on various topics from government regulations to pharmaceutical research.
Smart Technologies
Even our Information Systems staff are well-versed in the workings of managed care. That is why we have developed smart internal systems to support our call center staff:
- CounselNote is a CRM-based call tracking and management application that helps our CareCounselors with advocacy assistance and documentation, and ensures timely follow-up.
- CounselView is an intranet-based publishing system that provides consistent and standardized benefits and support information, specific to your company, for reference by our CareCounselors.
How We Do It