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Articles
Newsletters Now Published More Often
Subscribers Give Delta Dental High Marks
in Annual Survey
Delta Dental Works with Dentists to Fight Fraud
Benefits Manager Survey Distributed with Next
Month's Bills
Customer Service Featured in Industry Publication
How Employees Can Get Answers to Benefits Questions
Newsletters Now Published
More Often
Newsletters, Delta Dental’s newsletter for
benefits managers, is now published every other month.
The newsletter previously came out quarterly.
“We made the decision based on research studies that said readers prefer
more frequent, timely communications,” says Diane Belle, vice president,
Corporate Communications. “The articles are also shorter. We know that
time is precious to benefits managers. The new Newsletters is designed for
a quick read. It’s full of information that benefits managers need.”
We welcome your comments about the new format. Please
send them to smile@deltadentalnj.com.
Subscribers Give Delta Dental
High Marks in Annual Survey
More than 9 in 10 subscribers are satisfied with
Delta Dental of New Jersey, according to our 2005
member survey. Brownstone Information Resources conducted
the survey, which was mailed to 6,000 randomly selected
subscribers last October.
Subscribers identified several reasons for their
overall satisfaction. Favorable comments about their
Delta Dental experience included “no paperwork,” “quick
processing of claims,” “ease of usage,” “number
of providers,” and “Customer Service
is very helpful.”
Subscribers continued to rate highly the quality
of participating dentists and access to participating
dentists. More than 9 in 10 are satisfied with their
dental care. Nearly 9 in 10 use participating dentists,
95% would return to their Delta Dental dentist, and
90% would recommend their Delta Dental dentist to
others.
Delta Dental’s Customer Service and claims
processing services also received high marks by subscribers.
More than three in four participants are “satisfied” to “very
satisfied” with the courtesy of Customer Service
agents, subscribers’ ability to reach a Customer
Service agent, and the accuracy of Customer Service’s
response. More than four in five are also “satisfied” to “very
satisfied” with the timeliness and accuracy
of claims. Some comments include “claims are
taken care of promptly,” and “I have
never had a problem where a claim was unpaid.”
Subscribers also rated highly their communications
with Delta Dental. Most felt they received clear
information about their coverage, and are satisfied
with the Explanation of Benefits (EOB) statements.
The number of subscribers who visit Delta Dental’s
Web site nearly doubled between 2002 and 2004. Most
visitors are “satisfied” to “very
satisfied” with the information available on
the site.
Survey information is used to benchmark our performance
in key attributes and make improvements.
Delta Dental Works with Dentists
to Fight Fraud
Delta Dental regularly communicates with participating
dentists about the importance of fighting insurance
fraud. The July 2005 edition of Dental News features
an article about submitting accurate claims.
The submission of inaccurate or misrepresented dental
treatment is one of many unacceptable billing practices
reviewed during the claim verification process. It
can result in the detection of overpayments that
are recoverable and lead to other action.
Benefits Manager Survey Distributed
with Next Month's Bills
Delta Dental wants to hear from you!
Our 2005 Benefit Managers Satisfaction Survey will
arrive with your October bill. The survey is part
of Delta Dental’s continuing process improvement
efforts to measure performance and service.
We hope you will take a few minutes to complete the
survey. Your opinion is very important to us. Your
feedback helps us in our mission to provide dental
benefit programs of the highest quality, service,
and value.
The survey, included with your October bill, will
be mailed September 16. Please watch for it!
Also, if you are not the person who administers your
group’s dental plan, please forward the survey
to the appropriate person. Thank you.
Customer Service Featured
in Industry Publication
Delta Dental’s “award-winning emphasis
on good ol’ customer service” sets us
apart from many dental plans, according to an article
in the July 2005 issue of Managed Dental Care.
Delta Dental puts customers front and center, said
the article. “Relationships are key to the
success of what we do,” said Bruce Silverman,
Delta Dental’s senior vice president of claims
and customer service. The company works hard on its
relationships with benefits administrators, subscribers,
brokers and dentists. “We’re not just
marketing to them, we’re building relationships
so the client knows who to go to when there’s
an issue to be resolved,” said Silverman.
Managed Dental Care is a monthly newsletter for dentists, benefit providers
and others with an interest in dental care. To read the full piece, go to www.deltadentalnj.com and
click “Read the article” in the “What’s New” box.
How Employees Can Get Answers
to Benefits Questions
Employees don’t always think of benefits-related
questions during business hours. Questions are likely
to come up at the dinner table, at the kids’ soccer
game, even on vacation.
Fortunately, Delta Dental makes it easy for subscribers
to get answers whenever they desire. All they need
to do is head to their computer or telephone.
Delta Dental’s online Benefits Connection is
available all day, every day, even on weekends and
holidays. Employees can use Benefits Connection to
find out about eligibility and benefits, determine
maximum and deductible balances, and even check claims
status via a secure area of our Web site. To access
Benefits Connection, go to www.deltadentalnj.com,
and click “Subscribers.” First-time users
should go to “Register Now” and follow
the onscreen directions.
If employees don’t have access to a computer,
they can call Customer Service and use our automated
voice response system. It provides automated answers
by telephone to most eligibility, benefits and claims
status questions 24 hours a day, seven days a week.
Our Customer Service number is (800) 452-9310.
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