Articles
Dentist Credentialing Program Nearly Complete
Mark that Date!
Got a Minute? That's All the Time Our Website Survey Takes
Technology Update
Obtaining Provider Listings
Staff Spotlight - Janet Canning
Brokers Website Survey
The End of an Era: Doug Smyth Retires
Online FAQs Improved
Golfers Raise $45,000 for Special Olympics

Dentist Credentialing Program Nearly Complete

Every participating dentist in Connecticut and most participating dentists in New Jersey have now completed Delta Dental's credentialing process. Delta Dental began its credentialing program in response to requests from employer groups. "Many of our employer groups include credentialing as a standard part of their proposal request and decision-making," says Bruce Silverman, Senior Vice President. "They want to know what criteria we use to choose participating dentists, and how we ensure that dentists meet those criteria. Also, corporations are looking for more accountability from us regarding their dental costs."

Although verifying credentials cannot totally ensure quality dental care, the process is consistent with patient protection laws supported by many dental organizations. Medical carriers have been required to check the credentials of their participating doctors for many years.

The credentialing questionnaire asks dentists for general office information and specific information about their dental licenses, specialty certifications, insurance coverage and infection control policies. Each dentist in a practice must submit a separate questionnaire. Connecticut finished credentialing its 2,000 dentists in September 2000. New Jersey began its credentialing process in February 2000. In New Jersey, as of November 2000, 70% of DeltaPremier's dentists, 60% of Delta's Advantage Program's dentists, 65% of DeltaPreferred Option's dentists, and 100% of New Jersey's DeltaCare dentists have been credentialed.

Mark that Date!

The Eleventh Annual Delta Dental Classic will take place on June 5, 2001, at Cherry Valley Country Club. The golf classic benefits Special Olympics New Jersey. More details will follow shortly.

Got a Minute? That's All the Time Our Website Survey Takes

The next time you visit Delta Dental's website, you may encounter a pop-up screen asking you to participate in a brief survey. The random survey seeks your feedback about what you like and don't like about our website, and what we should do to make it better. If you receive the brief survey, please take a minute to answer our questions. Your comments are important to us and will help us create a website that you find valuable, easy to navigate and worth visiting again and again. Delta Dental's website is at www.deltadentalnj.com.

Technology Update

Delta Dental Plan of New Jersey is in the process of rolling out its new CTI Customer Service enhancement. What is CTI? CTI allows information that the caller has input from their touch-tone phone to "pop" information onto the Customer Service Representative's computer screen as the call arrives at their desk. This saves callers time and eliminates having to repeat information they have given to the voice response system.

As an example, assume a subscriber wants a breakdown on benefits. The caller is prompted to enter the member's identification (Social Security) number on the telephone keypad. When the call is transferred, the member's record will automatically appear on the Customer Service Agent's computer screen as soon as they are connected. To get the most out of this technology:

1. Callers should use the Voice Response System as often as possible to obtain information on eligibility, benefits, claims status, remaining maximum and deductibles and to order forms.
2. If callers choose to speak with a representative, they should always first enter the member's identification number. This will reduce the time the representative will need to obtain information to assist the caller.

Delta Dental continues to look for opportunities to improve our service.

Obtaining Provider Listings

The fastest, easiest ways to obtain listings of providers are to:

1. Visit our website at www.deltadentalnj.com and click on "Find a Dentist."
2. Call 800 DELTA-OK (335-8265).

Janet Canning recently joined Delta Dental as our first Marketing Service Coordinator for Connecticut. Delta Dental's Marketing Service Coordinators work closely with benefits managers to ensure that the job of administering the Delta Dental program is straightforward, easy and trouble-free.

Janet brings more than 16 years of insurance experience to Delta Dental. She started her career with Travelers Insurance in 1984, where she worked in employee benefits, claim cost-containment and fraud-prevention. She helped develop Travelers' electronic fraud detection system for medical insurance and for two years was team leader/supervisor for fraud investigations. Later, she worked for an organization that brought together brokers and insurance companies to offer customized insurance medical, dental, life and disability packages.

Janet is often the first person benefits managers call at Delta Dental when they have questions about their program. She coordinates with other departments, such as Customer Service, to ensure that benefits managers receive the answers they need quickly and to their satisfaction. "My job is to make their jobs easier," she explains. "I try to return phone calls within 24 hours. If a situation is not resolved, I will call the client back to let them know we are still working on it, and I keep them informed of the progress."

Janet also walks benefits managers step-by-step through the process of administering the Delta Dental program and participates in employee meetings during open-enrollment periods. During those meetings, she emphasizes how Delta Dental's national network can benefit employees. "A lot of companies have headquarters in Connecticut but are national in scope, so they have offices throughout the country," she notes. "So, no matter where they are traveling for business or pleasure in the U.S., they can always find a participating Delta Dental provider should a dental emergency arise."

Delta Dental's website (at www.deltadentalnj.com) is a continuous work in progress. Over the past year we've introduced a number of improvements to make it easier to use and more valuable for both you and your clients. Among the many features now available online include:

• Provider directories (plus detailed directions to dental offices)
• RFP Helper
• Comprehensive product descriptions
• Complete text of publications such as Broker News, Subscriber News, and Dental News
• Online eligibility enrollment
• Cost containment reports
• Glossary/definitions

There is still much more we want to do, and we need your help. Please take a few moments to answer the following questions about our website and others that you frequently visit. Your answers will help us make Delta Dental's website more valuable than every for your needs.

Please mail or fax this survey to:
Betty Hill
Webmaster
Delta Dental Plan of New Jersey, Inc.
1639 Route 10, Parsippany, NJ 07054
Fax: 973-285-4137

The End of an Era - Doug Smyth Retires

Friends and colleagues describe Douglas R. Smyth, Senior Vice President, Marketing, as someone with considerable humor, wisdom and business acumen. In his 15 years here, he helped build Delta Dental into the dynamic, $300 million organization that it is today. Broker News is pleased to offer these tributes to Doug, who retires January 19. His contributions to Delta Dental will be remembered and appreciated for years to come.

"Doug joined Delta Dental on May 27, 1985, at a time when our market was principally intrastate New Jersey-based business, and Connecticut had not yet become part of our territory. Subscription income for 1984 was slightly less than $37.7 million. Through Doug's leadership and direction, the organization has developed an outstanding Marketing Department and produced an almost tenfold increase in subscription income during his tenure. In addition to developing the Connecticut market, Doug helped transition our sales efforts toward underwriting larger multi-state groups as the DeltaUSA program became available - a major shift for an organization that had historically been focused on the local market. He has been instrumental in the development of new products, including our PPO and capitation programs. Doug has also been a vital contributor to the Delta Dental Plans Association, serving on marketing and various ad hoc committees, as well as mentoring peers throughout the Delta Dental system. Please join me in extending our thanks to Doug for his contributions to Delta Dental Plan of New Jersey and wishing him well in retirement."
-Walter VanBrunt, President and CEO, Delta Dental Plan of New Jersey

"Doug Smyth deserves special recognition as one of a select group of individuals within the Delta Dental system who has led our sales and marketing strategic developments over the past couple of decades. During that time, Doug's knowledge of the market, his vision for change, and his absolute passion for sales innovation have been invaluable. His recent selection into the DDPA 'Hall of Fame' is a testament to that.

"Despite our system's successes, Doug never let us rest on our laurels, always encouraging us to look for ways to make us better. At the same time that he was challenging us as sales and marketing people, he was continually pushing the Delta Dental system to recognize sales and marketing as the rightful birthplace for new strategic developments. He was tireless in his argument that Delta Dental Plans not be driven simply by technology or the desire to reduce operating expense. Rather, he demanded that we consider the customer first in determining what future strategies to consider.

"Personally, I consider Doug one of my closest friends in the Delta Dental system. His willingness to share, his humility, his incredible wit, and his trustworthiness make him a very special individual. Congratulations, Doug, and thank you."
-Denny Peterson, Executive Vice President, Delta Dental Plan of Wisconsin

"Doug's tact and diplomacy with external customers is only exceeded by his tract and diplomacy with internal customers - unless, of course, he thinks they can't hear what he is saying (which is most of the time).

"I can think of no better example than the day he sent me an e-mail regarding a touchy subject that was a matter of grave concern to our national professional relations committee. In the typical tactful fashion which he usually addressed me, he depicted the position of the professional relations committee as akin to a giant bird which cannot fly, whose feathers make wonderful hats and who is well known during time of crisis to stick its head someplace where it will do absolutely no good.

"Unfortunately in his haste to let me know his position on the matter he 'accidentally' sent the e-mail to everyone on the professional relations committee. Given his renowned ability with computer technology, it was a plausible excuse. (At least it was the one he used.) Words fail to describe the effect on the hearts and minds of the committee (many of whom had never received such a clear and thoughtful message in their careers). Friends, do not judge him harshly, for it was a crafty strategy, leading to more time spent in committee discussion regarding that 'so and so' Doug and his 'colorful' analogy than the problem itself. As a result he nearly got his way.

"When the dust settled it was rumored that for the following month one could hear a self-satisfied soft hum to the tune of 'My Way' emanating from the office of the Senior Vice President of Marketing. Lest you misconstrue, the real point of this exaggerated tale is how much fun it was to work with Doug. He was very effective at his job, displaying a delightful and witty repartee, which helped relieve stress and made working with him a pleasure. I'm sure this talent was of great benefit not only to his colleagues at the office but also to those outside of Delta Dental who worked with him as well. We will miss you, Doug. Best wishes for an enjoyable retirement."
-Dr. Scott Navarro, Vice President, Professional Services and Dental Director, Delta Dental Plan of New Jersey

"How could I pass up the chance to say a few words about my buddy Doug? I was glad to see Doug join the DDPA Marketing Committee in 1985. (It was good to have someone on the Committee with the same hairstyle as me - even the same color.) You could always count on Doug to provide a few zingers during the course of the Committee meetings. I just hope he does not pursue a career in standup comedy when he retires. My very best to Doug and his lovely wife, Nancy."
-Dennis Phillips, Vice President, Marketing, Delta Dental Plan of Colorado

"I will miss Doug's sage advice, his class, his gentlemanly manner and his tolerance and respect of my not being a 'yes' person. My only regret is that, in the time I have known Doug, it took 10 of those 11 years to figure out his sense of humor!"
-Diane Belle, Assistant Vice President, Corporate Communications, Delta Dental Plan of New Jersey

"Doug loves to garden and takes great pride in sharing his crop of Jersey tomatoes with others - even if they happen to be on the other side of the country. One time in the early 1990s, he carefully packed a bag of his vine-ripened tomatoes to hand out to everyone at a fall seminar in San Diego. The produce survived the trip and was a hit!"
-Steve Stoll, Vice President, Information Services, Delta Dental Plan of New Jersey

"I've had the pleasure of working with Doug for more than six years. You could count on him to look at all sides of an issue and as a result, expect him to play devil's advocate. Humor (in a dry sort of way) could be considered a component of his management style. He listened with an open mind and was receptive to new ideas and concepts. He allowed creative freedom in endeavors to expand business relationships, enhance products, or resolve problems. He had considerable patience (probably from being the father of a couple of daughters) and rarely let things get the best of him. Clearly, he is a resource and an influential force that will be missed. However, he trained all of us well and we will use these skills to continue the growth and success that he started."
-John Gumkowski, Manager, Connecticut Marketing Office, Delta Dental Plan of New Jersey

"Much to our competitors' consternation, Delta Dental has been able to stitch together a superior national presence and product. It has not been easy and we have a lot of work yet to do. However, we are where we are today because of the solid, thoughtful, cooperative work of a few folks. Doug has been one of these folks from the beginning - sometimes leading, sometimes pushing from behind the scenes, but always being productive and positive. Thanks from an admirer."
-Craig Lesley, Vice President, Marketing and Sales, Delta Dental Plan of Michigan

"I would like to thank Doug for hiring me six years ago and giving me this great opportunity at Delta Dental. Doug has been both a mentor and leader to me, and has given me the opportunity to succeed by having faith in me. Doug has taught me a lot about selling and how to be patient. Most importantly, he did not teach me how to play golf. Thanks, Doug. We will miss you."
-Allan Berkin, Manager, Broker/Consultant Relations, Delta Dental Plan of New Jersey

"Early in my career, I was seeking opportunities to expand my knowledge of the insurance and employee-benefit industries and enhance my career-advancement potential. Though I was an entry-level Customer Service Agent, Delta Dental's training manager introduced me to Doug, who took the time to discuss various college and industry certification programs. He strongly recommended the Certified Employee Benefit Specialist (CEBS) program, which I ultimately pursued and completed. I sincerely believe that Doug's advice opened the door to many of the opportunities I've been fortunate enough to have at Delta Dental. Doug has been a great boss, mentor, colleague and friend. Thanks for everything, Doug!"
-Vince Farinella, Assistant Vice President, Flagship Health Systems, a subsidiary of Delta Dental Plan of New Jersey

"Doug is someone has helped me throughout my 14-year career at Delta Dental, beginning in Premium Billing and now in Customer Service. He was always willing to listen and give some good advice, especially when I was confronted with a new situation that I wasn't sure how to handle. I will miss his humor and his quick wit, and I hope he enjoys retirement to the fullest."
-Lori Acker, Assistant Vice President, Customer Service, Delta Dental Plan of New Jersey

"I valued his experience and knowledge, and the great balance he brought to the organization. I learned a lot from him and he'll be missed."
-Bruce Silverman, Senior Vice President, Delta Dental Plan of New Jersey

"I have had the pleasure of working closely with Doug for almost 10 years - seven of them in Connecticut and almost three years here in New Jersey. I have see him in situations that demanded tact and diplomacy when we had to face a less-than-pleased client, as well as clarity and vision when we were hoping to close a wavering prospect. Doug's gifts allow him to be persuasive rather than demanding when he sought to make a point, sway an opinion, push through a change or take a different approach on many of the various DDPA Committees on which he served and chaired during his tenure at Delta Dental. The assistance that he has offered, not just to those of us he works with in New Jersey, but also through the Delta Dental system, has truly made a difference."
-Mark Nadeau, Vice President, Marketing, Delta Dental Plan of New Jersey

"Doug, I want to congratulate you on your retirement. The years working with you have been enjoyable, exciting and rewarding. I still remember, as if it were yesterday, the first day you started at Delta Dental. My, how time flies! There are numerous occasions, too many to count, when your sense of humor changed a dull, boring subject into a lively discussion.

Under your leadership, the Marketing Department flourished and so did Delta Dental. You deserve the recognition you so truly have earned. I am sure that you will enjoy your leisure time, and let me add my sincere good wishes to the many others that you will receive. We will miss your smiling presence at Delta Dental. Enjoy your retirement."
-Stuart Nacher, Director, Corporate Review, Delta Dental Plan of New Jersey

Online FAQs Improved

Do you have a question about your dental benefits? Finding the answer is easier than ever when you visit Delta Dental's recently updated "FAQs" section on our website. The new FAQs (for "Frequently Asked Questions") section features three easy ways to obtain the answers you need.

1. You can browse the list of the most frequently asked questions and their answers. This list includes everything from how to find a participating dentist to assigning benefits, checking deductibles and maximums, and much more.
2. You can search the solution database using simple keywords or phrases. For example, if you want to know about documentation for full-time students, just type the word student and click on "Search Right Now." A drop-down list appears of all FAQs that include the word student.
3. If you don't find the information you need using the previous methods, you may click on the "Ask Us Right Now" icon to e-mail your question directly to our Customer Service Department. A Customer Service Agent will quickly respond to your request. (You may also reach Customer Service by e-mailing service@deltadentalnj.com.)

The FAQ database will be continuously updated to include frequently asked questions submitted to Customer Service via "Ask Us Right Now." To access FAQs, go to www.deltadentalnj.com and click on "FAQs" from the menu.

Golfers Raise $45,000 for Special Olympics

When rain threatened to dampen the Tenth Annual Delta Dental Classic in June, organizers felt that canceling the event was not an option. Last year's golf outing, which supports Special Olympics New Jersey, had also been rained out. "We couldn't disappoint golfers and Special Olympics supporters two years in a row," said Diane Belle, Assistant Vice President, Corporate Communications.

Rescheduled for August 21, the even at Cherry Valley Country Club drew 130 golfers and raised more than $45,000 for Special Olympics programs. Since it began in 1991, the Delta Dental Classic has raised $270,000 for Special Olympics New Jersey.

Contest winners include:
1st Place Low Gross (Ladies): Leslie Skurla
1st Place Low Gross (Men): Tom Miller
1st Place Gross Team: Kevin Croly, James DeMarco, Tom Miller, Pat Scheffer

Special thanks to all of our participants and sponsors.