Articles
Benefits Managers Give Delta Dental Highest Marks Ever
'Benefits Connection' Helps Out-of-State Mom
Soon, Dentists Can Submit Claims to Delta Dental Via the Internet
Compliance Initiatives Are in Full Swing at Delta Dental
Tracey Bucher Named Customer Service Representative of the Year
Important Message on Retroactive Changes
Value of Dental Benefits
Delta Dental Awards Grants Totaling $1 Million in Support of Research at UMDNJ-New Jersey Dental School
NJFDPD Thanks Delta Dental for Ongoing Contributions
Subscriber Satisfaction Survey Under Way

Benefits Managers Give Delta Dental Highest Marks Ever

More than nine out of 10 benefits managers are "extremely satisfied" or "very satisfied" with Delta Dental, and 98% of you would recommend Delta Dental to other administrators. Brownstone Information Resources, Inc., an independent market-research firm in Morristown, New Jersey, conducted telephone interviews with 250 benefits managers selected at random.

Additional findings:

• More benefits managers than ever have Internet access at work. Eight in 10 of you use the Internet at work. Seven in 10 would use the Internet to submit eligibility changes and updates, as well as obtain listings of dentists in their local area. (Delta Dental now offers both these capabilities through our Web site at www.deltadentalnj.com).
• Benefits managers believe their employees are also satisfied with Delta Dental. Eight in 10 of you said your employees are "extremely" or "very happy" overall.
• Most benefits managers spend less than one hour per week assisting employees with Delta Dental claims or problems. More than 80% of you spend less than one hour a week assisting employees with Delta Dental issues. More than nine in 10 of you said this was about the right amount of time or less time than expected.

How benefits managers rated our performance:

'Benefits Connection' Helps Out-of-State Mom

No one likes hearing the news, "Your daughter's wisdom teeth have to come out." But when you're a single parent, the pronouncement can be especially worrisome. "How much coverage will my dental benefits provide?" "Where can I find an oral surgeon?" "How can I best manage my dental benefits while doing what is best for my daughter?"

Vickie Waters, a business analyst with Roche in Indianapolis, Indiana, relied extensively on Delta Dental's Benefits Connection during this critical time. Even though she lives outside of New Jersey, "I found everything I needed on the Web site, including the benefits available to me," she says. "I even used the site to find the surgeon we used."

She also used Benefits Connection to check the claims processing status. "As a single mother, cash flow is very important. I needed to know when money would be reaching me so I could get it to the dentist. Benefits Connection enabled me to do that." It also informed her if her dentist needed to send Delta Dental additional information to process claims.

She especially liked the fact that Benefits Connection clearly listed her daughter as her dependent. "It gave me a warm, fuzzy feeling to be reassured that my daughter was covered, even though she has a different last name than mine, and knowing that the dentist could see right away that she was covered. It helped smooth things out a lot."

Benefits Connection enables subscribers and their dentists to check benefits and claims information online. To access it, go to www.deltadentalnj.com, click Subscribers, then log on at the Benefits Connection Logon screen. First-time users should click Register Now.

Soon, Dentists Can Submit Claims to Delta Dental Via the Internet

Delta Dental Plan of New Jersey will soon roll out a new service that will enable both participating and non-participating dentists to submit online claims directly to Delta Dental.

Online claims are faster and easier than paper claims for dental offices to submit, plus online claims are processed about 50% faster. "Delta Dental is committed to making it easy for dentists to work with us," said Bruce Silverman, senior vice president, Claims. "Programs like online claims submission help explain why almost three out of every four dentists nationwide are part of the Delta Dental network."

The online claims submission system has also been designed with patient privacy in mind. The confidential information we receive is not disclosed to other companies for marketing purposes, and eligibility and dental benefit information is released only to authorized individuals. Our site uses industry standards such as firewalls and Secure Socket Layer (SSL) technology to safeguard the confidentiality of personal information. It encrypts all personal information including Social Security numbers, name, and all plan coverage and benefit information. This means that unauthorized persons cannot read personal information displayed on our site as the information travels over the Internet.

Any practicing dentist in the United States may use our online claims submission feature to submit claims for patients covered by Delta Dental Plan of New Jersey.

Compliance Initiatives Are in Full Swing at Delta Dental

Delta Dental is committed to complying with both state and federal regulations and has hired a full time compliance manager, who can be reached at compliance@deltadentalnj.com. Several of Delta Dental's compliance initiatives are summarized below.

Health Insurance Portability and Accountability Act (HIPAA)
Delta Dental Plan of New Jersey has filed with the Centers for Medicare and Medicaid Services (CMS) for the extension on the HIPAA compliant transactions. Delta Dental will have until October 15, 2003 to achieve full compliance.

The Accredited Standards Committee X12N Insurance Subcommittee recently approved all of the amended versions of the Implementation Guides. It is anticipated that the CMS will publish them in the near future. These Implementation Guides will be used by organizations to achieve HIPAA compliance by October 15, 2003. Delta Dental Plan of New Jersey has played an active role in this process and will be working over the next several months to gain compliance.

Delta Dental is also actively working toward compliance with the recently finalized privacy regulations. Over the next few months Delta Dental will complete and mail its Notice of Privacy Practices to all subscribers it covers as a covered entity (coverage written on a "risk" basis). In addition, Delta Dental will issue Business Associate Agreements to all of its self-funded clients and to its Contractors.

The Privacy regulations restrict access to, use of and disclosure of Protected Health Information (PHI). They will not have a significant impact on our claim processing because Delta Dental already adheres to a privacy policy, which protects against unnecessary and/or unauthorized disclosures. There will, however, be changes, especially with respect to the information Delta Dental can provide to its covered groups. The Privacy regulations go into effect April 14, 2003.

NJ SHORE
Delta Dental Plan of New Jersey is also a member of NJ SHORE - New Jersey's Strategic HIPAA/Healthcare Organization & Regional Effort. This organization was formed to assist in addressing statewide HIPAA Administrative Simplification implementation readiness and Health Information Electronic Data Interchange Technology Act (HINT) compliance. NJ SHORE is made up of volunteers from the healthcare industry. Anyone interested in participating in this organization should contact NJ SHORE member Rosanna Dovgala at 973-429-0044, ext. 232.

United States Department of Labor (DOL)
The DOL has issued requirements for the processing of claims and the handling of appeals for persons covered under ERISA plans. Delta Dental is changing its processes and workflows to comply with these new requirements. By January 1, 2003, our Explanation of Benefits (EOB) statement will contain specific notices that pertain to rights of appeal for covered members and/or their authorized representatives and will provide expanded times for patients to file appeals.

Coordination of Benefits (COB)
The Department of Banking and Insurance of the State of New Jersey released new guidelines on how claims involving two or more carriers should be processed. Within the regulation, the department provided 27 different COB examples. Delta Dental is changing its systems to be in compliance with these requirements by January 1, 2003.

New Web Site Compliance Information at www.deltadentalnj.com
Delta Dental Plan of New Jersey has added an informational and educational HIPAA section to our Web site, which also links to other important HIPAA sites. We've also added new sections, under the respective Dentists, Employers, and Brokers pages, dealing with Delta Dental's Compliance with New Laws. Please visit Delta Dental's Web site at www.deltadentalnj.com for the most up-to-date information on our compliance efforts.

Tracey Bucher Named Customer Service Representative of the Year

Tracey Bucher, Customer Service agent with Delta Dental Plan of New Jersey, was one of three individuals named Customer Service Representative of the Year by the Garden State Chapter of the International Customer Service Association. Chosen by a group of her peers, Bucher won the award for her ability to consistently demonstrate skills and professionalism that result in the greatest levels of customer satisfaction.

Bobbi Homeyer, her team leader at Delta Dental Plan of New Jersey, nominated Bucher for the award. "Tracey is a shining example of what we look for in an employee," said Homeyer. "Her friendly and professional demeanor is well received by customers and exemplifies the level of customer service that our company prides itself on. Tracey's patience, knowledge, and positive attitude contribute to her success, and enable her to turn around some of the most challenging calls."

The Customer Service Representative Awards were presented by Debra Breidt, President of the Garden State Chapter of the International Customer Service Association. The Garden State chapter has approximately 100 members who network throughout the year to discuss topics such as technology, hiring, and customer retention. Through a nomination process, the organization presents one award annually to the customer service representative, or in this case representatives, who truly go above and beyond their job description. The award is given in the first week of October to coincide with National Customer Service Week.

Bucher has been a Customer Service agent with Delta Dental for two years. 

Important Message on Retroactive Changes

Effective January 1, 2003, Delta Dental Plan of New Jersey will accept retroactive terminations, additions, and changes for a period not to exceed three months from the current billing cycle.

Any questions regarding this policy should be directed to the Premium Billing Department at 973-285-4144.

Value of Dental Benefits

Towers Perrin, one of the world's largest management and human resource consulting firms, recently conducted a study comparing the average cost increases for health plans and dental plans. They found that dental benefits costs are increasing at a much slower rate than health plan costs.

In the year 2000, the average cost increases for health plans were 10%, while the average cost increases for dental plans was 6%. In 2001, the average cost increases for health plans were 12% and the average cost increases for dental plans was 7%. In 2002, the average cost increases for health plans was 13%, and the average cost increases for dental plans was 6%.

This information was obtained from Towers Perrin Health Care Cost Survey based on active employees only.

Delta Dental Awards Grants Totaling $1 Million in Support of Research at UMDNJ-New Jersey Dental School

The Delta Dental Plan of New Jersey Foundation, Inc., has awarded three grants to the Foundation of the University of Medicine and Dentistry of New Jersey (UMDNJ) totaling more than $1 million in support of work being conducted by researchers at the UMDNJ-New Jersey Dental School.

"Delta Dental recognizes the vital importance of the UMDNJ-New Jersey Dental School in the overall oral health and delivery of dental care throughout our state," said Walter VanBrunt, president and CEO of Delta Dental Plan of New Jersey, Inc. "We are pleased to be able to provide the funds that will help advance dental health in New Jersey through the dental school."

According to Scott Navarro, DDS, vice president of Professional Services, Delta Dental, the gifts are "consistent with the findings of the Surgeon General, who called for private and public collaboration to help answer the unmet dental health needs of underserved populations."

Early cavity detection
One study that was funded, "Occlusal Hidden Caries," being conducted by researcher Jeffrey Linfante, DMD, will look at tooth decay in the grooves and pits of teeth in African-American children ages 9-14, to increase early detection of cavities. Although nationally dentists are seeing a reduction in the number of cavities that children have, members of ethnic and racial minority groups are not enjoying those reductions, Dr. Navarro says. It is hoped that through this study early detection will make treatment a simpler, more effective process.

Gum disease in children
The second grant will examine Juvenile Aggressive Periodontal Disease. While not as widespread as the problem of caries (cavities), it tends to be a more severe problem for the affected individuals, according to Dr. Navarro, because many times it is undetected until severe damage has already occurred and can result in tooth loss. While chronic gum disease is most prevalent after age 30, advanced cases of juvenile aggressive periodontal disease appear most frequently in African-American teenagers. Daniel Fine, DDS, lead researcher in this study, is trying to find ways to detect Juvenile Aggressive Periodontal Disease earlier and to determine why certain adolescents and teens are more susceptible to the disease than are others.

Tooth brushing and disabilities
The third grant will allow researcher Maxine Strickland, DMD, to see if using special power toothbrushes will provide physically challenged individuals with cleaner teeth and better dental health. To conduct this study, 25 students at Matheny School and their caregivers will be educated about using the special toothbrush and will be studied for a six-month period.

According to Dr. Navarro, it is hoped that these three studies will serve as springboards for increased federal funding to improve dental health for those disadvantaged populations nationwide. "While Delta Dental has partnered with our dental school for many years, we are grateful for this unusually large show of support of our efforts," said Dean Cecile A. Feldman, DMD and MBA. "We know that, working together, we can help to improve the dental health of all New Jerseyans, and particularly of those disadvantaged populations who still have significant unmet needs."

New Jersey Dental School has been preparing students for careers in the dental profession for more than 40 years. The school's state-of-the-art facilities include clinic space, research laboratories, and a seminar and lecture room designed for optimum teaching and healthcare delivery. To accommodate changes in dental education, a 78,000 square-foot addition is being added to the Dental School for increased research and clinical space.

Delta Dental established the Delta Dental Plan of New Jersey Foundation in 1986. Its mission includes promoting and assisting educational projects devoted to the enhancement of dental health, research programs designed to increase public awareness of the general benefits of good health, and to improve dental health through the science of dentistry. Each year, the Delta Dental Foundation provides financial support to various organizations throughout the state.

NJFDPD Thanks Delta Dental for Ongoing Contributions

Delta Dental is a longtime supporter of the New Jersey Foundation of Dentistry for Persons with Disabilities. NJFDPD provides dental care to senior citizens and the disabled for seriously neglected problems. On March 13, 2002, Delta Dental Plan of New Jersey Foundation President, Dr. Gene Napoliello received this letter of thanks for our support.

Dear Gene:

Delta Dental of New Jersey Foundation's grant of $25,000 brings to $170,000 your contributions since 1989 when Delta helped start the DDS (Donated Dental Services) program. It is a great reminder of our obligation to continue the good work and it substantiates the belief that the Delta Foundation considers Donated Dental Services a program that has demonstrated its value to the community that it serves. You are and always will be our number one benefactor.

To date, DDS through the offices of 781 volunteer dentists and 118 volunteer labs has donated over $7.2 million in comprehensive dental care to over 4,800 persons. Despite the success of the program, the current economic recession makes it very difficult to attract corporate sponsors, so that your continuing generous sponsorship is all the more appreciated.

As our most prominent sponsor we continue to recognize Delta Dental in all our promotional materials. Additionally, you will receive semi-annual reports and a copy of the article that will appear in the next issue of The Journal of the New Jersey Dental Association.

Please convey our gratitude to the members of the Delta Dental and Foundation boards. If you need any other information about our program, please feel free to call on me at any time.

Sincerely and with warmest personal regards,

Jack L. Roemer, DDS, Past President and Project Director, NJFDPD

The NJFDPD is an affiliate of the National Foundation of Dentistry for the Handicapped. For more information about this organization, go to www.nfdh.org.

Subscriber Satisfaction Survey Under Way

At this time Delta Dental is conducting its annual survey of subscribers. Brownstone Information Resources is administering the survey to a random sampling of subscribers. If your employees are contacted by Brownstone to participate, please urge them to complete the questionnaire and return it to Brownstone as soon as possible. Their feedback is critically important to us.

Survey results will be published in 2003. Thank you for your help!