United Concordia Dental – 2018 Dental Solutions Report - 13
Today's consumers have come to expect
instant access to information in many areas
of their lives. At United Concordia Dental,
we've upgraded our tools and services to be
more responsive to their needs.
nited Concordia Dental is elevating the level of
service it provides, employing a wide array
of new capabilities to make it easier for all of
the people who do business with us.
The capabilities are in many ways the backbone of our
business. We invest a great deal of resources and energy
into listening to our customers and delivering services
that improve their experience.
One of our newest capabilities is Voice Analytics, which
is transforming our ability to address topics raised
during telephone calls with our members and dentists.
By measuring tone and analyzing commonly used words
and phrases, we can anticipate the questions they ask
and address them more quickly and efficiently.
We've also simplified how benefit plan information
is accessed and presented in our provider web portal,
making it easier for dental offices to find the information
United Concordia is learning more about its customers
and how to reach them by leveraging new contact
management capabilities. We're finding better ways
to acquire and manage customer information, and
we're using that knowledge to reach out to producers
and members with information on products, services
We've developed a new tool called My Account, which is
tailored specifically for members of the TRICARE Dental
Program (TDP) who have questions about their
coverage and plan provisions. It is modeled after
MyDentalBenefits, a tool used by United Concordia's
Commercial plan members.
United Concordia also
offers Find a Dentist,
an updated, responsive
tool that helps members
print a membership card,
locate a dentist, find
directions to the office
and identify network
dentists who provide
the most value. Find a
Dentist is packed with
graphics, features and
functions that make it
faster and easier for our
customers to use their
Along with recent upgrades to our mobile dental
app, Find a Dentist is enhancing members'
experiences on their journey toward better oral and
Our members access their dental information 24 hours
a day, seven days a week, on a wide variety of devices.
United Concordia will continue to develop innovative
ways to meet their changing needs.