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McGohan Brabender's Customer Care Team
Exceptional service is a core component of McGohan Brabender, and we firmly believe that Customer Service is not a department....it’s an attitude. McGohan Brabender’s Customer Care Team is dedicated to exceeding our client’s expectations and creating a memorable customer experience. We have always felt that if your customer genuinely feels wanted and appreciated, then we have succeeded in delivering exceptional customer service.
The sole purpose of our Customer Care Team is to serve as an advocate for you and your employees. When an issue arises, your first step is to contact your health insurance carrier. If your initial contact with the carrier does not reach a desired resolution, contact the McGohan Brabender Customer Service Team. They will step in on your behalf to provide you with answers and assistance in the following areas.
- Enrollment Issues – Training assistance in carrier enrollment procedures and intervention to resolve enrollment problems. Problems can include a member not showing active, issues related to over-age dependent status, court ordered additions, SSN# corrections, etc.
- Claim Issues – In/out-of-network issues, Out-of-area claim issues, Certificate of Coverage issues, Coordination of Benefits (COB) issues, Medicare collections, patient refunds, Rx issues, member’s in collection, provider billing issues, deductibles, claim appeals, subrogation and unpaid or denied claim issues.
- Billing – Late premium notices, members not on bill, m embers not termed from bill, members showing under the wrong sub-group, etc.
- Benefits – In/out-of-network questions, deductible information, Out-of-pocket max information, pre-authorization questions, etc.
- General Requests or Questions – Requests for applications, provider directories and general forms (i.e. student verification forms, continuation of care forms, etc.)
Due to McGohan Brabender’s client base size and relationships with our carriers, we have dedicated service representatives assigned to us to handle McGohan Brabender accounts. This often leads to quicker resolution times. Additionally, McGohan Brabender’s custom-designed customer service software enable staff to carefully monitor escalating issues as well as provide detailed reports to clients and track trends that may occur within a client’s group or carrier.
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