Care that is Reponsive

Learn about Member Services, Transportation and Call Center.

Comparing good customer service to bad is like comparing warm sunshine to freezing rain. They can both make a huge difference to your day, and the latter can leave you feeling unhappy and hopeless.

At ICS, we often talk about how we can improve our  customer service, or rather, how we can improve “the member experience.” Being member-centered—while remaining financially viable—is our top priority.

At the end of last year, we started looking at the experiences of those calling our Member Services center.  Looking into the important question of organizational responsiveness, ICS identified the call center as a place for potential improvement.

Focus on Responsiveness

From there Senior Vice President of Administration Harry Bonsu led a work group (made up of Member Services staff) that further broke down the issues and came up with a plan to evaluate how effectively calls were being routed and to discuss how we could improve. Specifically we:

  • Listened to feedback from the ICS Member/Participant Advisory Council, staff and callers.
  • Analyzed call data, which indicated that MLTC members were jumping the queue by selecting the FIDA option in the call tree. As a result, callers using the MLTC side of the queue were waiting longer than they should, and FIDA call data wasn’t accurate or useful.

Two significant changes came from our research and discussions, and I’m excited to share these with you.

First, we’ve changed the call tree. Previously, callers were directed through a three-tiered call tree:

  • What language do you speak?
  • What plan are you part of?
  • What services do you need?

From now on, callers will be directed through a two-tiered call tree:

  • What language do you speak?
  • What services do you need?

Second, Member Services has split into two teams:

  • Transportation (will handle only transportation-related calls)
  • Call Center (will handle all other calls)

What This Means

We’re confident that these two changes—amending the call tree and splitting Member Services into two teams—will simplify the process for callers, reduce call wait times for, and help us gather more accurate information about the calls we’re receiving. Members will no longer have to wait in a long MLTC queue while FIDA callers zip to the front of the line—the demand will be spread evenly between all call center staff. And important calls relating to discharges and other urgent matters will no longer be held up behind calls about transportation.

Personally, I’m also excited that the department changes will give our Member Services coordinators more opportunities to grow. I am very pleased about these refinements to the Member Services department and I feel sure that they’ll result in an improved member experience for all of our callers.



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