XYZ Insurance Providers Welcome Members Brokers & Agents Customer Care Training Presenter: Barbara Howrey Employer Groups Internal Customers Next XYZ Insurance Providers Lesson: Members Our Customers Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Objective Members Brokers & Agents Describe who our customers are Identify the customers you will serve Employer Groups Internal Customers Next XYZ.
Download ReportTranscript XYZ Insurance Providers Welcome Members Brokers & Agents Customer Care Training Presenter: Barbara Howrey Employer Groups Internal Customers Next XYZ Insurance Providers Lesson: Members Our Customers Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Objective Members Brokers & Agents Describe who our customers are Identify the customers you will serve Employer Groups Internal Customers Next XYZ.
XYZ Insurance Providers Welcome Members Brokers & Agents Customer Care Training Presenter: Barbara Howrey Employer Groups Internal Customers Next XYZ Insurance Providers Lesson: Members Our Customers Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Objective Members Brokers & Agents Describe who our customers are Identify the customers you will serve Employer Groups Internal Customers Next XYZ Insurance Providers What you will learn Members Five Customer Classifications Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Members Brokers & Agents Employer Groups Internal Customers Types of Customers Types of Customers As a Customer Care Associate, you will be responsible As a Customer for working Care Associate, with a variety you of customers. will be responsible for working with a variety of customers. There are five unique types of customers. There are five unique types of Select customers. a Customer Classification in the menu on the left to learn more. Select a Customer Classification in When the you menu have on completed the left to learn the training more. . . . Click to Play Game XYZ Insurance Providers Members Provider A provider is anyone who is licensed to render medical services to a patient. There are two types of providers: Brokers & Agents Professional Providers Facility/Institutional Providers Employer Groups Learn more . . . Internal Customers XYZ Insurance Providers Members Brokers & Agents Employer Groups Internal Customers Professional Providers Anesthesiologist Chiropractor Dermatologist Family Practice Gastroenterologist Internal Medicine OB-GYN Otolaryngology Pediatrician Physical Therapist Primary Care Physician Psychiatrist Radiologist Surgeon Next XYZ Insurance Providers Members Brokers & Agents Facility Providers/Institutional Ambulatory Surgical Center Hospice Center Hospital Imaging Center Laboratory Residential Treatment Center Skilled Nursing Facility Employer Groups Internal Customers Menu XYZ Insurance Providers Members Brokers & Agents Employer Groups Members A member is a person who has an active membership with an insurance company. They may be insured by their employer as part of medical benefit or they may have purchased the insurance through a broker to obtain an Individual Policy. Types of Members: There are five types of members. Learn more . . . Internal Customers XYZ Insurance Providers Type of Member Subscriber Members Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Type of Member Subscriber Subscriber’s Spouse Members Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Type of Member Subscriber Subscriber’s Spouse Subscriber’s Children (Dependents) Members Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Members Type of Member Subscriber Subscriber’s Spouse Subscriber’s Children (Dependents) Subscriber’s Grandchildren Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Type of Member Subscriber Subscriber’s Domestic Partner Members Brokers & Agents Employer Groups Internal Customers Menu XYZ Insurance Providers Brokers and Agents Brokers and agents are people who are licensed to sell insurance. Members What is the difference between a Broker and an Agent? Brokers & Agents Employer Groups Internal Customers Learn more . . . XYZ Insurance Providers Members Brokers A broker sells the policy to the member. If the member has any question with a claim or service, the Broker will also call on behalf of the member to resolve a concern that the member has. Brokers & Agents Employer Groups Internal Customers Next XYZ Insurance Providers Members Brokers & Agents Agents Their main role is to develop business relationships with new companies. They also keep the relationship they have by continuously offering innovative products and caring service. Employer Groups Internal Customers Menu XYZ Insurance Providers Members Brokers & Agents Employer Groups Employer Groups An Employer Group health plan is established or maintained by an employer or by an employee organization that provides medical care for participants or their dependents. Benefit Coordinators often represent the Employer Group when interacting with their insurance company. Learn more . . . Internal Customers XYZ Insurance Providers Members Brokers & Agents Employer Groups Internal Customers Benefit Coordinators Because most companies have a Benefit Coordinator that acts as a liaison between the group member and the insurance company, employees of the company often enlist help from the Benefit Coordinator in resolving concerns. When calls are received from these coordinators, certain guidelines apply about what can be discussed with the Coordinator about a member. Menu XYZ Insurance Providers Members Brokers & Agents Internal Customers An internal customer is one that usually works within the insurance company. They may or may not be in your department but it is important that you understand that they are also your customers Learn more . . . Employer Groups Internal Customers XYZ Insurance Providers Members Examples of Internal Customers Operations Experts Managers Claims Processors/Adjusters Grievance and Appeal Associates Enrollment and Billing Representatives Brokers & Agents Employer Groups Internal Customers Menu Name That Customer Matching Game Providers Members Instructions On the next slide is a matching game. Brokers & Agents Look at the Classification term on the left and find the correct customer that belongs to that classification. Employer Groups Good luck!! Internal Customers Next Name That Customer Matching Game Providers Claims Processor Members Has a Benefit Counselor Brokers & Agents Domestic Partner Employer Groups Sell Insurance Internal Customers Hospice Center XYZ Insurance Providers Members Brokers & Agents Employer Groups Internal Customers Thank You!!