United Concordia Dental – 2019 Dental Solutions Report - 9

Setting a higher
standard of service

D

oing dental differently means making things easier. It also means always
looking for ways to improve our performance.

We know that the quality of our service is just as important to attracting and
keeping customers, as the products we offer, and the size of the networks and
discounts we provide. United Concordia Dental is always looking to raise customer
service to a higher level. That's why we're proud to say we resolve 97 percent of
customer calls the first time.
As our customers become more knowledgeable and sophisticated about their
benefits, we need to meet their changing expectations. By investing in new
technologies and processes, we're elevating the service we deliver:
* Commercial Claims is processing pre-determinations and claims faster, expanding
our use of electronic data interchange and electronic fund transfers. This helps us
reimburse dental offices more quickly, even for major services that require review.
We are above industry norms in every claim processing speed category.

175

Customer
Service
Reps
Based in the U.S.

Internal Research and Reports, 08/19

9



United Concordia Dental – 2019 Dental Solutions Report

Table of Contents for the Digital Edition of United Concordia Dental – 2019 Dental Solutions Report

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