According to projections from the U.S. Census Bureau, Millennials could soon surpass Baby Boomers as the largest population group in America, and it’s dramatically changing the way companies approach customer service.
Group Benefit Services (GBS), a technology-driven third-party administrator (TPA) that custom designs and administers self-funded health plans, is focused on providing the customer service experiences that each generation prefers.
“While Millennials prefer to do as much as they can online, Boomers tend to want to speak to a person and review paper documents,” says James M. Deren, President and CEO.
GBS has tailored their customer service experience to satisfy the desires of both demographics in several ways.
Members can always go the traditional route of calling GBS customer service to discuss a claim, but GBS also offers a mobile app for their online member portal for those members who prefer to type into their phone rather than talk into it. If a member elects to speak to a customer service representative, they’ll likely speak to the same representative throughout their time with GBS since GBS assigns a rep to each employer group. Deren says Boomers especially like this feature as having someone who is familiar with their history means they can build a relationship with the representative in regards to their health plan.
When GBS members need care for minor health concerns like the common cold, they can choose to have an in-person visit at any CVS MinuteClinic nationwide or use a Telehealth service to have a telephone or video visit with a doctor in real time without leaving their home. Members can request both types of appointments online using the GBS member portal, and both services are included in the plan with no co-pay required, excluding the possibility of a co-pay for a prescription.
No matter which type of healthcare visit a member chooses, prescriptions can be issued to the member’s preferred pharmacy right away. If a plan member uses a CVS-contracted pharmacy, there’s even a platform inside the GBS member portal that allows the member to pick the exact pharmacy at which they’d like each of their prescriptions to be filled.
“The plan designs we use and the way we put the programs together are really catered to yield better clinical outcomes for all our members, both younger and older,” says Deren. “We are dedicated to closing all gaps and removing all barriers to healthcare, whether they be cost, time, or availability of appointments.”
There is one thing that all GBS members enjoy, regardless of their age—turnaround time for claims. Deren says the average turnaround time for a claim so far this year is .03 of an eight-hour day.
“When people have access to a healthcare plan that is responsive and free of barriers, they’re more likely to utilize the benefits of that plan. That keeps members healthier while helping the plan save money overall,” says Deren.
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