Articles
Benefits Managers Give Delta Dental High Marks in Survey
New Training, Workflow Improvements Mean Calls are Answered Faster, Claims Paid Sooner
Holiday Closings
You Know Where You Live, But Do We?
New Survey Shows Oral Health May Mirror Overall Health
Over-the-Counter Tooth Whiteners Not the Safest Way to a Brighter Smile
Eligibility Enrollment Goes Online

Benefits Managers Give Delta Dental High Marks in Survey

More than nine out of 10 benefits managers said they would recommend Delta Dental to other administrators and eight out of 10 are "extremely satisfied" or "very satisfied" with our services, according to our annual customer satisfaction survey, conducted last fall.

Brownstone Information Resources, Inc., an independent market-research firm in Morristown, New Jersey, conducted telephone interviews with 250 benefits managers and 400 members selected at random.

Overall, benefits managers said that they rarely experience problems with Delta Dental, and like our benefits coverage, reasonable rates and large network of dentists. Members also rated Delta Dental highly for our network of conveniently located participating dentists and for processing claims accurately.

Additional key findings

• Overall employee satisfaction ranks high. 7 in 10 benefits managers felt their employees are "extremely" or "very satisfied" with Delta Dental.
• Claims processed quickly and accurately. More than 7 in 10 managers rated our claim processing "extremely" or "very well."
• Customer Service Agents receive favorable marks. More than 7 in 10 benefits managers said they perform "extremely" or "very well" in the areas of knowledge, courtesy, pleasantness and empathy.

For more about what Delta Dental is doing to keep members and benefits managers satisfied, please see "New Training, Workflow Improvements Mean Calls Are Answered Faster, Claims Paid Sooner" in this issue.

New Training, Workflow Improvements Mean Calls are Answered Faster, Claims Paid Sooner

In 1997, Delta Dental launched an all-out effort to improve service levels, and the effort is paying off dramatically. We've cut more than two business days off the average claim turnaround time (from 10.4 business days in 1997 to 8.3 business days today), and are answering incoming calls to Customer Service 65% faster than in 1997.

Several factors account for this improvement.

Hiring the right people. "We talk about our customer service philosophy during the interview, so new hires know what we expect," says Lori Acker, assistant vice president, Customer Service. "We tell people that when callers get off the phone with them, they should have had a positive customer service experience."

Training. Service levels started rising shortly after Claims and Customer Service launched training programs 18 months ago. "We now have better trained people on the phone and it's making a difference," says Acker. New agents undergo six weeks of comprehensive training before they answer the phones. Ongoing training is offered whenever necessary, for both individuals and the entire team.

Focusing everyone on the goals. Team leaders meet weekly to talk about service levels and where the team stands against the benchmarks. "We do a lot of communicating to people what the benchmarks are and why they are in place," says Acker. "Each week we talk about what we did right, and where we need to improve."

Introducing more efficient processes. "We've cross-trained people so we can assist each other and help wherever we're needed," says Peggy Marvin, director, Claims. Instead of each associate specializing in one particular area, such as orthodontic claims, every agent is now capable of processing every type of claim. Cross-training has resulted in reduced cycle times, and made it easier to manage the workflow.

System improvements. A new mainframe computer and upgraded imaging system were installed this year to speed claim processing. In Customer Service, the automated Voice Response Unit (VRU) now handles about 20% of the routine calls during the day, freeing Customer Service agents to work on resolving more complex issues for callers. The VRU is constantly expanding its capabilities, and recently added the ability for callers to find out details about their claim's status automatically.

"Customer Service and Claims have improved tremendously over the past two years," says Acker. "Everyone knows that we are at the front line. When members call in, we know we have to put our best foot forward-and we're working hard to make sure that we do."

Holiday Closings

Delta Dental's offices will be closed December 24 for Christmas and December 31 for New Year's. You can obtain answers to most frequently asked benefits questions even during the holidays using our automated voice response system. The voice response unit operates 24 hours a day, seven days a week. To access the system, just call Customer Service at either (800) 452-9310 or the number designated by your company and follow the prompts.

You Know Where You Live, But Do We?

Nearly 300 claims that we attempt to process each day bear incorrect subscriber addresses. Perhaps the patient forgot to inform the dental office about a recent move, or the dental office recorded the patient's new address incorrectly. Whatever the reason, incorrect subscriber addresses result in payment delays for patients and dentists, and additional processing costs for Delta Dental.

Since most of us visit the dentist just twice a year, it's easy to forget about an address change that might have occurred months before. Patients can make sure their records stay up to date by verifying their current address each time they come in for a dental appointment. Address changes should also be sent to Delta Dental so we can update our records accordingly.

It's a quick, easy way to make sure payments arrive in a timely manner.

New Survey Shows Oral Health May Mirror Overall Health

Do you tell your dentist as much about your overall health as you do your primary doctor? Your dentist may be the first to see signs of a more serious health problem.

According to the American Dental Association (ADA)/Colgate Oral Health Trend Survey, conducted in October at the ADA annual session, dentists report that they see symptoms of a variety of common medical ailments in the mouths of their patients. Dentists identified hypertension/heart disease (62%) and diabetes (22%) as the two ailments they see signs of most often. "We're learning more about the associations between oral health and overall health. Keeping the mouth clear of infections may also be reducing the risk for other medical problems," explains S. Timothy Rose, DDS, president, American Dental Association and practicing Periodontist.

Recent reports indicate a possible relationship between periodontal (gum) disease and stroke, heart disease, and pre-term low-birth-weight babies. Nearly eight out of 10 dentists surveyed report that they are taking the proposed connection seriously and are helping to educate their patients on the issue. More than three-quarters (78%) are directly educating patients on the possible links, 31% recommend home care products with anti-bacterial ingredients and 22% are increasing recall of patients with other health risks.

Most dentists surveyed also ranked periodontal disease as the most pressing oral health issue as we approach the year 2000, and 57% of dentists identified gum disease as the one area that patients are not adequately concerned about.

The survey also revealed that dentists are taking an active role in counseling their patients on a regular basis. Ninety percent of dentists surveyed said they counsel patients on home care for special oral health care needs resulting from chemotherapy or head and neck radiation therapy.

Eighty-seven percent of dentists surveyed responded that they counsel patients on tobacco use, more than half (59%) proactively provide direct counseling to patients.

Thirty-eight percent of respondents also provide literature on the dangers of tobacco and information on tobacco cessation programs to patients, 17% refer patients to their primary care physician, and 14% directly refer patients to cessation services.

The computerized survey polled 515 U.S. dentists about general oral care trends. The survey, in its eighth year, was administered by Pathfinder Research Group of Acton, Massachusetts, an independent opinion and market research firm specializing in trend and leadership studies.

Over-the-Counter Tooth Whiteners Not the Safest Way to a Brighter Smile

The quest for sparkling teeth is driving a growing number of people to try one or more of the tooth-whitening products on the market today. Unfortunately, non-professional quick-fix solutions may not deliver the desired whitening results, according to the American Dental Association.

In addition, over-the-counter, at-home whiteners can overexpose mouth tissues to the active whitening agent.

"Many patients may be under the impression that they can use over-the-counter whitening products without concern," noted Dr. Kenneth Burrell, director, ADA Council on Scientific Affairs. "There are some data to suggest that bleaching products may cause damage to the tooth pulp, enamel, gums and other areas of the mouth. Your dentist first can tell you if any whitening procedure at all is appropriate for you. He or she also can monitor the procedure and determine if any adverse reactions do occur."

Another reason to consult a dentist before attempting to whiten teeth is that not everyone's teeth will react the same way to treatment. Yellowish-hued teeth will probably bleach well, brownish-colored teeth will bleach less well and grayish-hued teeth may not bleach well at all. A dentist can evaluate each situation and recommend the best approach for your teeth, whether a whitening procedure or another cosmetic procedure such as porcelain veneers or dental 'bitewing' .

The Food and Drug Administration (FDA) thus far has not taken an official stand on the regulation of whitening products. The FDA, however, does agree with the ADA that consumers who are considering over-the-counter whitening products consult with their dentist first.

What is the bottom line when it comes to tooth-whitening procedures? Ask your dentist. This way, says the ADA, your smile is not only brighter, it is brighter without sacrificing safety in the process.

Eligibility Enrollment Goes Online

Updating eligibility is easier than ever when you use Delta Dental's new online form for new enrollment and terminations.

Before a group can participate in Delta Dental's online eligibility enrollment process, it must first submit the company name, group number, administrator's full name, phone number and e-mail address to enroll@deltadentalnj.com. Delta Dental's Premium Billing Department will assign a password and forward it to your group administrator via e-mail or by phone.

Once the password is received, administrators can begin online eligibility enrollment. (Currently, tape groups must submit eligibility changes after their tape has been processed. If changes are sent prior to the tape updates, the tape updates will overwrite any changes made by the online process.)

The following guidelines should help you complete your additions and terminations through the eligibility enrollment process:

1. From Delta Dental's home page (www.deltadentalnj.com), select "Eligibility Enrollment," which can be found under Manager's Office. This brings you to the main sign-on screen.
2. Enter your group number and password. (If you forget your password, please contact Delta Dental at enroll@deltadentalnj.com or call 973-285-4065.) Press "Submit," which advances you to the Eligibility Enrollment screen.
3. Select the type of enrollment desired: New Enrollment or Termination.
   1. For New Enrollment, enter the required fields about the new subscriber.
      • Sub Location
      • Effective Date (the date coverage begins)
      • Last Name
      • First Name
      • Date of Birth
      • Social Security Number
      • Full Address
      • County
      • Type of Coverage
   2. For Terminations, enter the required fields about the terminating subscriber:
      • Sub Location
      • Effective Date (date the termination begins)
      • Last Name
      • First Name
      • Social Security Number
   3. For Flagship (DeltaCare), enter all data required in 3-a along with the participating dentist's name. This applies only to sub locations that begin with 9.

After entering the required data, click "Submit." This clears your screen and sends you to the top of the form for additional entries.

Once all entries are completed, click "Finish" at the bottom of the form. This is very important. If you fail to click "Finish," the data entered will not be transmitted to Delta Dental and all entries will be lost.

Confirmation of a successful submission will be sent to the group administrator. Transactions will be applied to our systems within two business days.