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| Volume 2, Issue 18: August 13, 2007 |
Letter to Agents—Technology Update RE: Update on our system enhancement project As you know, we’re in the midst of a major claims system enhancement that will enable new services, greater efficiency, and improvements to many of our business processes. We've used our Agent Bulletin e-newsletter to keep you informed about what to expect throughout this project, and we’ve spoken personally with many of you. We're now at an ideal point to share more information on how the project is progressing and address several specific issues of concern to our agents. After 20 months of diligent work on this project, we’re pleased with the results to date. Overall, our project is going quite well and we've been successful in transitioning our SEHI and individual business to the new system. Thus far, we have successfully converted over 1.5 million claims, 30 percent of our group clients, and hundreds of operational processes. However, like any major technology project, ours has not been without bumps, and we appreciate the patience you've demonstrated as we work through them. We continue to work with great urgency to resolve the following issues: SEHI renewals. We were only able to provide 30-day advance notice of our September SEHI renewals, but are making good progress in catching up to our usual 60-day advance notice. Our October SEHI renewals will be completed by the end of August, and we expect to make continual gains so that we can resume our normal 60-day advance notice in time for January renewals. Commission payments. While HIPAA and large group commissions were issued on August 3 as scheduled, our July SEHI and individual commissions were delayed six days. When generating this first commission payment on our new system, we discovered an issue that we were able to resolve quickly. We then re-ran the payment, performed a thorough audit, and issued SEHI and individual commissions yesterday, August 9. We certainly regret the inconvenience caused by this delay and are confident that going forward, both HIPAA/large and SEHI/individual commission payments can be issued as scheduled, on the third business day of the month. InTouch for Agents. Currently, our InTouch for Agents Web portal gives you the ability to create SEHI group quotes, access existing SEHI proposals, develop custom quotes, and view group census and claims experience information for groups with 100 or more employees. Census reporting is temporarily unavailable for groups of fewer than 100 employees. We are near completion of a new InTouch for Agents site that will restore all of our prior functionality in a more user-friendly interface. We expect to complete development and testing of that project later this month to launch in early September. In the meantime, if a report you normally access through InTouch is not available, or if you have difficulty gaining access to InTouch, please contact your Sales Representative or his/her assistant. We'll help you log in or e-mail or fax you the information you need until our new InTouch for Agents site is online. Again, we thank you for your patience as we complete this phase of our project. We will continue to keep you apprised of our progress through this Agent Bulletin and other means. Please know that you’re always welcome to contact us personally if you have questions or concerns. We’re happy to help you get the information you need, and continue to be committed to making your—and your clients’—experience with PacificSource truly “hassle-free.” Kind regards, To maintain service levels and customer satisfaction that are consistently among the best in our industry, we continually poll our customers and measure our performance on more than 50 operational processes. The data below represents reporting period averages for a few of those measures. Customer Satisfaction for Second Quarter 2007
Key Service Measures for Second Quarter 2007
These are just a few of the many operational metrics we continually assess to ensure that our service is top notch. If you’d like more information on our performance measures, contact your PacificSource Marketing Representative.
PacificSource is proud to sponsor Northwest community events that support healthy communities and health-focused organizations. We hope you will join us in supporting these events: Guts and Glory 5K Walk/Run—Crohn’s & Colitis Foundation, Northwest Chapter Nike Hood to Coast Relay—American Cancer Society Walk for the Gold—Special Olympics Alive After Five Summer Concert Series Munch and Music Concert Series Redmond Music on the Green Concert Series |
Questions? You’re always welcome to contact us! |
Eugene Bend Boise Medford |
Portland Manley Services Select Benefit Administrators |
