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UK-HMO
Member Services
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Benefit Quotes/questions
Problem resolution/tracking. All calls entered &
coded into Diamond system & tracked for trends.
Parking tickets stamped for all UK employees with
UK insurance for all visits to KY Clinic & ancillaries.
Registration for KY Clinic and ancillary visits available
on 1st & 3rd floor for all UK employees with UK
insurance & via phone for UK-HMO members.
After hours answering service, can page MD on call.
Eligibility verification.
Help in establishing a PCP, UKHMO or Health
Connections.
UKHMO 257-8547 or 800-955-8547, Health
Connections 257-1000, or 800-333-8874, or RSA
271-5055 or 877-855-9700.
Mid October a dedicated Member Services unit will
be unveiled.
Communication
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Prior to Open Enrollment, reminder post cards are sent.
14 Open Houses were held in 6 locations, Five open forums
at three locations.
HR sends benefit comparison.
Phone/in-person/email:[email protected],
website:www.mc.uky.edu/ukhmo, also linked from Employee
Benefits website.
Letters are mailed for immediate communication, (mail order
Rx, provider changes).
Quarterly Newsletters
When ID cards are mailed additional information is included
in packet. A welcome letter, Certificate of Coverage,
Provider Directory, and other pertinent materials are included
(such as familymeds.com packet).
Provider Newsletters are sent out bi-annually.
Appointments
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Establish a PCP
If issues arise contact UK-HMO office for
assistance.
Customer Service Calls
Total
Calls
% of
Membership
% of Total Visits
114
0.8%
0.3%
145
1.1%
0.5% *
Specialties
79
0.6%
0.6% **
New Patients
45
0.3%
0.1%
66
0.5%
0.1%
1791
13.1%
4.0%
Doctor Issues
28
0.2%
0.1%
Facility & Staff Issues
12
0.1%
0.0%
Quality of Care
19
0.1%
0.0%
Access to Care/After hours
Access to Appointments
Primary Care
Benefit
Complaint
Question
Membership: 13,649 (LSA)
Specialty Visits from 9/1/00 thru 8/31/01: 14,239
Primary Care Visits from 9/1/00 thru 8/31/01: 30,472
Total Visits: 44,711
•* % of Primary Care Visits
•** % of Specialty Visits