DESCRIBE YOUR CUSTOMER SERVICE PROCESS WHEN AN EMPLOYEE CALLS WITH A CLAIM INQUIRY.

The Customer Service Representative (CSR) will take the following steps:

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• Gather member data (such as ID number, etc.) and outline the concern

• Research the issue and respond to the caller

• Take additional steps to resolve the issue, such as placing calls to provider offices

• Reprocess the claim when appropriate

• Provide explanation of benefits

• Log the call for future reference

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WHAT IS THE AVERAGE SPEED OF ANSWER FOR CUSTOMER SERVICE CALLS?

All calls are answered within industry standards, 91.6% answered in 60 seconds.

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WHAT IS THE AVERAGE NUMBER OF WEEKLY CALLS TAKEN BY THE CUSTOMER SERVICE DEPARTMENT?

The current weekly average number of calls received by the Advantek customer service department is 1900.

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HOW ARE CUSTOMER SERVICE CALLS MONITORED AND REVIEWED FOR ACCURACY?

The Advantek Customer Service manager randomly monitors calls on a daily basis. All notes, route sheets, claim request forms and research material are reviewed by the Manager to ensure accuracy and appropriate communication.

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WHO WILL BE ASSIGNED TO HANDLE CUSTOMER SERVICE INQUIRIES?

Specific Advantek customer service representatives will be responsible for prospective clients.

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