Delta Health Systems is here to serve as an extension of your existing staff. Our commitment to you includes outstanding customer service, which features:
A unique toll-free number for each client, with direct access to a team of customer service representatives and claims processors
Online plan performance, business solutions and experience reports
We will provide your employees with prompt, accurate, and effective service. To maintain our high standards, we frequently conduct internal audits for claims processing, eligibility maintenance and phone etiquette. Our audits include:
EDI Claims Directly from Providers
Claims Scanning with Optical Character Recognition (OCR) for Data Entry
HIPAA Compliant Transactions
Tracking Client Calls
Customer service inquiries and resolutions are tracked internally, including issues related to eligibility, benefits, and decision outcomes. The number of calls, hold/call times, and dropped calls are also recorded.
Customer Service Representatives
Our staff is trained to handle a variety of customer service calls, including claim status, eligibility, and benefit inquiries.
Our staff has:
- The authority to reprocess and make adjustments to claims, as appropriate.
Note: Significant requests are overseen by management.
- This higher level of authority increases the first call resolution rate and level of customer satisfaction.
- The ability to view scanned images of provider claims, Explanation of Benefits (EOBs), scanned correspondence, and processed payments.
- The ability to view client plan provisions and important documents such as SPD, SBC, and amendments.
Bi-Lingual Customer Service Representatives
Delta recruits and trains Spanish-speaking service representatives to ensure our participants’ needs are understood and met. For clients that have a large number of Spanish-speaking employees, we have the ability to generate EOBs, COB, TPL, SPDs, COBRA, HIPAA, FSA, and welcome packets in Spanish and/or English.
Website Services for Members
At www.deltahealthsystems.com, our customers can verify eligibility, claim status, and view plan benefits. In addition, members can print HIPAA privacy and claim forms, order temporary ID cards, print EOBs, find a provider, and contact customer service. Enrolled members can also utilize online, interactive wellness and disease management tools.
E-Sign Documents on our Website
For your convenience, you can sign forms electronically through our partnership with EchoSign—no more waiting for documents, scanning, or faxing signature pages.
We have standard forms available for registered members, such as Coordination of Benefits (COBs), Third Party Liability, and Authorization of Designated Representative for e-signature utilizing EchoSign digital documents. Members must be signed into our website to use the digital signature service.