Service

Service

Division


The Service Division provides high-quality service and support to over 3.2 million members, as well as our community of providers, brokers, and group administrators.

These are the key functional areas within Service Division:

  • Benefit Coding and Central Product Library is responsible for ensuring that benefit plans are coded and categorized correctly in our systems, enabling claims processing, payment systems, and benefit portals.
  • Billing and Enrollment is responsible for ensuring that individual and group accounts, member enrollment files and premium billing requirements are accurately managed.
  • Claims Operations is responsible for processing claims and service transactions timely, accurately and efficiently to support our members and providers.
  • Customer Service is responsible for servicing our members and providers through phone, correspondence, email and chat.
  • Shared Services is responsible for servicing our consumer driven health products, workforce management and planning, training and coaching of the Service team, and initial claim and correspondence routing in our Operation Support Center.
  • Finance, Data Reporting & Analysis and Discovery/Recovery is responsible for business analysis and reporting in support of financial management, continuous improvement, and performance measures for the division.
  • Operations Solutions Group is responsible for leading programs focused on optimizing operational efficiencies and improving service delivery. This team serves as a single point of contact on projects that require Service team expertise and guidance.