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Corphealth Customer Service is committed to providing helpful,
responsive, quality service to patients, members,
and providers by offering accurate and useful
information in a way that facilitates and streamlines
access to behavioral health resources.
In order to assure the fulfillment
of our mission, Corphealth Customer Service Department
monitors performance in the following areas:
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Live telephone response
that is offered in a courteous and
helpful manner
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Accurate and timely
benefit and eligibility information
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Accurate information
on claims payment or re-pricing
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Documenting patient/member
records with appropriate information
regarding managed care and/or Employee
Assistance Program access
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Prompt and efficient
eligibility and benefit information
via coordination with health plans
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Scheduling of utilization
review appointments for Case Managers
and Physician Reviewers
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Facilitating the
resolution of claims issues via the
Elevated Claims unit
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Facilitating of
complaints/grievances via the Quality
Improvement Department
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Real time and periodic
telephonic report management to ensure
immediate response to all callers
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Monitoring of long
term trends to provide effective call
response management
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Corphealth Quality
of service is assured by monitoring
and reporting call response time,
call volume, hold time, call abandonment
rate, and calls transferred to other
operations queue.
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