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Articles
Claims, Customer Service Quality Remain
High in 2005
Delta Dental Name Ranks Highest
Subscribers Give Delta Dental High Ratings in
Survey
2005 Annual Report Published
Benefits Managers Like Submitting Eligibility
Changes Via Web
Better Benefits Require Evolving, Customizing
Claims, Customer
Service Quality Remain High in 2005
Delta Dental continued to maintain excellent service
levels in 2005, according to the company's 2005 Operations
and Customer Service Reports. Here is a snapshot
of some of our 2005 statistics.
Total number of claims received
2.82 million
Number of electronic claims received
1.4 million (49% of all claims)
Average claims turnaround time
8.3 business days
99.64% processed within 30 business days
Accuracy rates
Key accuracy measures (clerical accuracy, payment
accuracy and dollar accuracy): 99% or higher
Delta Dental Name Ranks Highest
In a recent survey of consumers nationwide, Delta
Dental was the most frequently mentioned dental benefits
plan. The study, conducted by Wilson Health Information
LLC, was reported in the February 2006 issue of Managed
Dental Care. Respondents mentioned Delta Dental
almost three times more often any other dental benefits
plan.
Subscribers Give
Delta Dental High Ratings in Survey
More than 9 in 10 Delta Dental subscribers are satisfied
overall with their dental benefits program, according
to a recent survey.
Subscribers reported satisfaction1 in
the following key areas:
Overall satisfaction with Delta Dental—94%
Quality of care—98%
Access to dental care—91%
Customer Service—92%
Claims processing—93%
1Brownstone Information Resources, an
independent research firm in Morristown, NJ, conducted
the survey in the fall of 2005. Percentages include “very
satisfied,” “satisfied” and “neutral” responses.
2005 Annual Report
Published
Delta Dental’s 2005 Annual Report, called “Ordinary
People Doing Extraordinary Things,” highlights
many of the community service projects supported
by Delta Dental and our employees. It also highlights
our business achievements. In 2005 we:
- Retained 95% of our customers.
- Processed a record 2.8 million claims for $418
million.
- Added coverage for brush biopsy, a procedure
that detects early stages of oral cancer.
- Launched a dental access plan called Delta Dental
Patient Direct for uninsured residents of New Jersey.
To order your free copy of Delta Dental’s
2005 Annual Report, visit our Web site at www.deltadentalnj.com.
Click “Our Company” on the left navigation
bar. Then click “Annual Report.”
Benefits Managers
Like Submitting Eligibility Changes Via Web
When we asked about your experiences submitting
eligibility changes online, you told us. More than
20 benefits managers completed an online questionnaire
about Delta Dental’s online eligibility submissions
process.
This wasn’t a formal survey. It was more a
chance for us to listen to what you had to say.
Here’s what we heard:
- Most benefits managers who submit eligibility
changes online submit all changes online.
- Benefits managers think submitting eligibility
changes online is convenient. Here’s one
typical quote: “I really like it because
whenever we have to enroll, terminate or update
an employee’s record, all we need to do is
go onto your Web site, type in the group number
and logon password and enter the information.”
- Benefits managers like many different features.
Many said they liked adding or terminating employees
online, instead of faxing or calling in changes,
because it saves time and reduces paperwork. Some
said they liked being able to check changes online
in real time. Several said eligibility changes
submitted online take effect faster. Some also
liked that the system asks only for
“pertinent” information about employees
and their dependents, and does not waste their
time.
- Benefits managers recommend online eligibility
submission overall. They said things like, “It
simplifies the whole process,” “Records
are easy to keep,” and “It is easy
to use and you get instant confirmation of your
actions.”
Benefits managers also suggested ways to improve
the system. These comments will help us as we work
to improve our Web capabilities. Thank you to all
who took time to share your thoughts!
Better Benefits Require Evolving,
Customizing
Delta Dental’s philosophy is that everyone
deserves good oral health. One way we do this is
by evolving to meet the changing needs of our subscribers.
One important tool in this process is our claims
data. By storing, tracking and analyzing data submitted
on claims, we’re able to spot trends, identify
emerging oral health challenges and determine the
effectiveness of certain treatment protocols. This
knowledge allows us to modify coverage, develop new
products and tailor dental benefits programs to meet
the needs of our groups.
Developing dental plans that can be customized to
fit subscribers’ needs is a good business practice
because it helps organizations as they try to recruit
new talent, retain their current workforce, and successfully
execute succession plans.
Customized dental plans also help employers meet
the challenges associated with the retirement of
baby boomers. Some companies are creating specialized
compensation packages to persuade mature workers
to stay longer, so they can mentor high-potential
younger workers and stem a mass exit of institutional
knowledge and leadership.
Delta Dental is right there to support these organizations
with benefit plans that can be tailored to meet the
specific life-stage requirements of this influential
generation of leaders.
Doing so helps us expand access to care, while also
offering total compensation tools that organizations
can use to preserve their own success.
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