New Service Model for THP SG Client Services

Survey uncovers specific areas for improvement

October 10, 2019  

In January 2019, we issued a survey to employers and brokers geared towards revealing the level of satisfaction recipients had in working with the Tufts Health Plan small group client services team. Our results were positive amongst both employers and brokers, but the survey uncovered specific areas for improvement.

One area identified for improvement was the timeliness of our responses to both email and voicemail, as well as the ability for callers to speak to someone live when calling. We’ve heard you and are pleased to announce our new service model for small group client services. We are confident this will address those opportunities for improvement!

Effective September 23, 2019: new phone number + email address

Employers and brokers will now have one phone number to call for all their small group client service needs. This new phone number for Massachusetts and Rhode Island based groups is 617-668-5444, and it will feature a speech enabled IVR with five options. The options include the most common topics of inquiry: enrollment and premium billing, web enrollment, renewals, and BrokerLink issues. Selecting the appropriate option will allow for the call to be routed to the appropriate business area for quicker response from a subject matter expert. 

For any other client services related issue, employers and brokers will have the option to select “something else” to be connected to the next available account associate.  The small group account associates will work as a team to respond to all non-renewal related inquiries. They will also monitor our new email, which is SG_Client_Services@tufts-health.com.  This new centralized mailbox will allow our account associate team to start working on your request faster than our current model that requires your account manager to triage every issue.

Our account managers are eager and readily available to assist with renewal-related inquiries, utilizing their in-depth knowledge of products and the industry to participate in discussions about strategy for our small groups. To reach your assigned account manager regarding renewal, please continue to email them directly or contact your broker (if applicable). The new step here is to call the new phone number, 617-668-5444, and select the “Renewal” option in the IVR. You will then be asked to state the name of your account manager before being transferred directly to them. Your account manager is also able to step in and assist with any service issue that has become escalated.

Please review the PowerPoint slides here for further details about the new service model.

We look forward to providing excellent service to small group employers and brokers, and your feedback and questions are welcomed as we move forward.

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