Patient Advocacy and Customer Service Support

Patient Advocacy and Guidance. Coordinated Health/Care™ provides the following services in support of patient advocacy and guidance.

• Health Needs Assessment during the enrollment process, which enables immediate identification of patients requiring case and disease management assistance, and wellness planning;
  
• Care coordination support during a care event;
  
• Case management support for patients with chronic or on-going conditions - this is implemented at the point of diagnosis rather than waiting for a condition to become so acute as to hit a dollar threshold;
  
• Disease management programs that are implemented in cooperation and under the guidance of the patient's physician; and
• Wellness programs.

Customer Service Support. Coordinated Health/Care will provide all customer service support on the Plan. Following are the specific services that will be provided for your group:

• A dedicated phone line - this allows our care coordinators to answer the phone in your name, direction of the phone line to specific individuals during the enrollment process who will service on an on-going basis as your dedicated Account Coordinator, and enables our care coordinators to immediately have accessible all information on your Plan when taking that call;
  
• Phone access to care coordinators 8:30am to 8:30 pm EST weekdays;
  
• Single website enabling look-up of:

  - Provider directories
  - Referral and pre-certification information;
  - Health information
  - Schedule of benefits and plan document
  - Claims information and
  - Enrollment updates