Fwd: RE: Anthem customer service concerns

[Guest guest]

Hello All,

I followed up with my contact person and paraphrased some of the recent issues. I received the responses below. I guess others, somewhere, have also complained. Anyway - I thought the attachment might help some of you if you have an urgent case - maybe these contact persons can help get things moving????

I didn't have any immediate cases pending with Anthem, but it's only a matter of time..............

CraycraftSolid Organ Transplant Financial CoordinatorUniversity of Kansas Medical Center Fax lcraycraft@...>>> "Gilbert, Janet" 2/17/2011 12:31 PM >>>

, thank you. I understand and am working with each facility separately. I have found that each facility has their own process and I am touching bases individually to advise on some barriers we have had recently.

, I have a contact sheet for our management team that I am sharing with the facilities to call us directly. I have found that it is easier to contact us instead of trying to interrupt a nurse or benefit specialists day to answer questions.

Are you saying that there are no cases you are looking for at this time? I wanted to follow up with you as I have with other facilities to address concerns.

We have had some staffing issues and server problems with our fax capability in the last several months and working to rectify this with additional temps now in training and IT to maintain compliance.

We do mandatory overtime weekly for all staff including support team to assist in meeting needs.

I can assure you we are wanting to meet this needs as well and doing everything possible to get the back log completed.

Attached is the management contact sheet to share with your staff. This is what I am sharing with all facilities I speak with.

From: Craycraft Sent: Thursday, February 17, 2011 1:11 PMTo: Gilbert, JanetSubject: RE: Anthem customer service concerns

Thank you, Janet and Pat,

Janet, just to let you know - these are not concerns just from KU, in fact none of these particular cases are related to a KU patient. I am a Transplant Financial Coordinator, and member of the TFCA list serve for financial coordinators and administrators of hospitals and transplant facilities nation wide. These particular issues are with various other centers. This not just a problem of late; as I mentioned, it has been ongoing for many months.

The primary issues have been lack of response or follow up, inability to locate faxed documents resulting in re-submissions, and, unfortunately, various excuses as to why these delays are occurring when we finally do speak with someone. I'm sorry that this explanation is rather blunt, however there is just no other way to relay this information to you. We are working with a generally extremely ill population of patients requiring timely responses to our requests. The above explanation is what we are confronted with on the majority, if not all cases. We do appreciate any assistance from any of you regarding our contact with the Anthem Transplant Unit. Phone Fax .

Thanks so much,

CraycraftSolid Organ Transplant Financial CoordinatorUniversity of Kansas Medical Center Fax lcraycraft@...>>> "Gilbert, Janet" 2/17/2011 11:34 AM >>>

, we will be glad to check on your cases. We have had some backlog that we are working daily to provide the information to all of our facilities.

, can you please check our queues for any cases that have stemmed from the University of Kansas Medical Center? , I will have my manager Brill follow up with you for cases not completed that you are waiting on.

, please call to discuss cases that they are waiting for and review the queues to determine what is there to proceed

From: , Sent: Thursday, February 17, 2011 12:28 PMTo: 'lcraycraft@...'; Gilbert, Janet; Reardon, Subject: Re: Anthem customer service concerns

- I am copying the management of the CM/Benefit area. I shared your previous concerns with them and I know that they are looking closely at process improvement programs that they can share with you.RegardsPat

To: , Sent: Thu Feb 17 12:06:31 2011Subject: RE: Anthem customer service concerns

Hello ,

I just thought I would let you know, this situation is apparently not improving at all. I have paraphrased below some of the discussion within my list-serve group today. This is the same thing we have been experiencing for many, many months actually. Is there someone else we should contact as well for assistance?

THanks,

1 of 1 File(s)

CME Transplant Managers.xlsx