Articles
Benefits Connection Launches; New Online Service Gives Subscribers Access to Their Dental Benefits Information
To Request a Claim Review
A Message from Delta Dental Plan of New Jersey President and CEO Walter VanBrunt
Dental Benefits Valuable to Employers, Employees, and Families
Patient Obligations Regarding Up Front Payments
Staff Spotlight: Lisa Tracy
Benefits Connection Communication Kit Available
Hundreds Sign Up to Make Eligibility Submissions Online
Special Note for Tape Submitters
Quick Reference Guide, Online Demo Available

Benefits Connection Launches; New Online Service Gives Subscribers Access to Their Dental Benefits

With Delta Dental's Benefits Connection, subscribers no longer need to call Delta Dental's Customer Service Department for information about their eligibility and benefits. It's all at their fingertips. In less than 30 seconds, using a standard browser such as Internet Explorer or Netscape and an Internet connection, they can find the answer online through Benefits Connection. Delta Dental's Benefits Connection is available over the Internet 24 hours a day, seven days a week, 365 days a year.

While Benefits Connection makes it easy for subscribers and dentists to retrieve information, it also protects patient privacy. Benefits information can be accessed on a secured area of the site only by those who are authorized to receive it - patients and their dentists. The system automatically verifies and authenticates the identify of users to protect patient privacy.

Subscribers can access Benefits Connection by logging on to www.deltadentalnj.com and clicking on "Benefits Connection" under the For Subscribers section.

To Request a Claim Review

Subscribers can request a re-review of benefits determinations by writing to:

Delta Dental Plan of New Jersey
Attention: Director, Customer Service
Request for Review
P.O. Box 222
Parsippany, NJ 07054

A Message from Delta Dental Plan of New Jersey President and CEO Walter VanBrunt

Our thoughts and prayers go out to those who have suffered a loss in the tragic and senseless attack on America September 11. We wish to extend our deepest gratitude to all who have bravely dedicated themselves to the rescue and recovery efforts.

As a company and as individuals, we are doing everything we can to help. Two employees - Justin Lahullier of Flagship and Bob Allen of Customer Service - were directly involved in rescue-related activities at the World Trade Center. Many others donated blood at our on-site blood drive, and contributed generously to the American Red Cross and the Twin Towers Fund. Delta Dental matched their monetary contributions through a donation to the Red Cross.

None of us will ever forget what happened on September 11. But as our nation courageously carries on, we at Delta Dental will strive to do the same.

Dental Benefits Valuable to Employers, Employees, and Families

In times of economic uncertainty, both companies and people look for ways to reduce costs. One area that often comes under scrutiny is employee benefits, including dental benefits. Are dental benefits really a good value for your company? More than 30 years of evidence indicates that the answer is an overwhelming, "Yes!" Here are some of the advantages that dental benefits offer you, your employees and their families:

• Dental benefits reduce absenteeism. It's estimated that 20.5 million workdays are lost nationwide each year due to oral health problems - many of which could have been avoided by regular checkups and routine care. Because dental benefits focus on prevention, serious health problems are more likely to be detected early.
• Dental benefits reduce dental care expenses. Thirty years ago, just six million Americans had dental coverage. Those without coverage usually visited the dentist only when they had problems. Today, thanks to routine visits as a result of dental benefits, 147 million Americans seldom need anything more complicated than an examination, cleaning, fluoride treatment or an occasional filling. The amount spent on dental care as part of the total health-care package has declined from 6.5% in 1970 to 4.63% in 1999. By emphasizing prevention and early detection, dental benefits save more than $4 billion every year.
• Dental benefits aid employees recruitment and retention efforts. Potential employees consider more than salary when comparing job offers. Benefits are often the deciding factor when they evaluate the overall compensation package. The actual cost of providing dental benefits is relatively low (about 10% of your total health-benefit costs). Dental benefits are also an excellent way for employers to build goodwill within a company.
• Dental benefits promote employee (and family) wellness. As a result of prevention efforts inspired by dental benefits, the incidence of dental decay has dropped sharply. Half of today's school children have never had a cavity. For adults 64 years of age and younger, the number of fillings has decreased 45% since 1970. In 1960, Americans over age 65 had only seven original teeth on average; today, they have 24. The cost of not providing employees with dental benefits is far greater than the cost of offering them.

Patient Obligations Regarding Up Front Payments

We've received a number of calls recently asking whether subscribers must pay for dental services at the time of their visit. The answer is yes, but how much depends on the particular dentist's office policy, and whether the patient is seeing a participating or non-participating dentist.

While participating Delta Dental dentists receive payment directly from Delta Dental, they do have the right to collect the deductible and co-payment from patients at the time of the visit. (If a participating dentist collects too much deductible or co-payment, he or she is obligated to reimburse the patient anything over and above what Delta Dental determines the patient payment to be.)

Non-participating dentists may ask for the entire fee up front. If a dentist does not participate with Delta Dental, payment is automatically sent to the subscriber.

As always, please contact Customer Service at 800-452-9310 or service@deltadentalnj.com if you have any questions.

Staff Spotlight: Lisa Tracy

The voice of Delta Dental's newest Marketing Service Coordinator might sound familiar. That's because Lisa Tracy worked in Customer Service for three years before joining the Marketing Department in June. In recognition of Lisa's professionalism, she was named customer service representative of the year in 2000 by the Garden State Chapter of the International Customer Service Association.

"I loved working in Customer Service and talking on the phone with people," says Lisa. "The one thing I missed was being able to meet people face to face and work with them in person. When the position of Marketing Service Coordinator opened up, I thought it would be a good chance for me to do that."

Lisa works with Account Executives Tina Sparrow and Barbara Strano and the brokers they serve. Her territories include Morris, Essex, Mercer, Somerset and Warren counties. "I've met all my brokers, and they know they can contact me if there are any administration problems or eligibility issues," she says. "My job is to provide the highest levels of customer service I can to the groups and brokers with whom I work."

Before joining Delta Dental, Lisa worked as a business manager for a major cosmetics firm. She still works weekends as a freelance makeup artist. The career switch isn't nearly as dramatic as it appears, she says. "In the cosmetics field you really need good customer service skills. People have to feel comfortable with you, or they won't let you apply makeup on them. I guess that's where I learned to develop a rapport with people." In her spare time, Lisa enjoys shopping, bike riding and spending time with her friends and family.

Benefits Connection Communication Kit Available

Delta Dental has developed a communication kit to help you get the word out to employees about the convenience of Benefits Connection. The kit includes:

• A sample letter from you to employees explaining what Benefits Connection is and how to use it.
• An article about Benefits Connection for your employee newsletter or Intranet.
• A flyer about the features of Benefits Connection.
• A sample e-mail about Benefits Connection.

The kit was mailed to all groups with their December bills. To receive an electronic copy of your Benefits Connection kit, please send an e-mail to dbelle@deltadentalnj.com.

Hundreds Sign Up to Make Eligibility Submissions Online

Delta Dental's new online eligibility submissions feature is becoming increasingly popular with benefits managers. Dozens of new users have signed up each week since the program launched in October 2001. More than 200 groups enrolled in the first month alone.

Even more significant, benefits managers who try the service once usually keep using it. More than 300 eligibility changes are now submitted over the Internet each day to Delta Dental. The system enables users to enroll and terminate subscribers, as well as perform changes, transfers and reinstatements. Benefits managers can also view the subscriber's profile online and view, print and save their submissions log. (Note that due to different family enrollment plans, eligible family members may not display if a claim has not yet been processed for them.)

"The new online eligibility submission program is great!" writes a benefits administrator with a school board in New Jersey. "It saves me a lot of time making address changes, adding dependents, etc. In a district this size, it's a great help. I used to have to type individual memos and fax them for each change, which was very time consuming." "The system is very easy to use and makes it simple and easy to enroll a new person," writes the benefits manager at a Fortune 500 corporation in Connecticut. "It is simple to follow the directions on the screen and it goes step by step what to do next."

Making eligibility changes online offers several advantages:

• It reduces errors and confusion. Currently, eligibility changes are sent to Delta Dental in a variety of ways, including faxes, e-mails, phone calls and letters. Handwritten changes are often difficult to read, and frequently require follow-up phone calls to clarify or confirm information. Online eligibility enrollment eliminates this step. The online system even prompts users if they forgot to include any necessary information.
• It records eligibility changes faster than before. Benefits changes take effect in 24 hours - often sooner.
• It simplifies record keeping. Benefits managers can easily view their submissions and profiles, and print out reports.
• It's secure. Information is safeguarded against unauthorized access.

To get started using Delta Dental's Online Eligibility Submissions, call 973-285-4119 or 973-285-4065 to request your password. Then go to www.deltadentalnj.com and click on "Eligibility Submissions" in the "For Benefit Managers" section.

Special Note for Tape Submitters

Benefits managers who submit eligibility changes by tape should note that the tape you submit will always override what exists in Delta Dental's system. If you make changes online, you also must make those changes in your system prior to the next tape being submitted to Delta Dental. Online eligibility enrollment offers you the ability to quickly make changes and have them take effect between tape submissions.

Quick Reference Guide, Demo Available

Delta Dental developed a Quick Reference Guide and an Online Demo to help familiarize you with making online eligibility submissions. The Quick Reference Guide includes information on:

• How to sign up the first time
• How to log on and use the online eligibility submissions feature
• How to use each feature
• Helpful hints for users

The Online Demo takes you on a sample tour through screens and options, giving you an opportunity to "play" with the system and become familiar with how it works. To access the Online Demo, go to www.deltadentalnj.com, and click on "Eligibility Submissions" in the "For Benefit Managers" section. The link for the Online Demo is at the bottom of the teal box. To download the Quick Reference Guide, log onto "Eligibility Submissions," go to the Options page and click on "Reference Guide."