Health Net 2002 Annual Report Download - page 18

Download and view the complete annual report

Please find page 18 of the 2002 Health Net annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 90

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90

GOAL 4: CUSTOMER
EXPERIENCE
We will dedicate ourselves to a standard of excellence in all of our customer relationships.
Great companies are defined by their great customer service – and it’s our ultimate goal to
provide our customers with the best.
What kind of service do we deliver? On an average day, Customer Service representatives
answer more than 35,000 calls from members and providers throughout the country. In 2002,
our Claims representatives processed approximately 20 million physician and hospital claims
– 97 percent in less than 30 days.
While these statistics are impressive, we can make them even better. That is why we have
launched several initiatives, including the One System initiative, designed to further improve
service for all of our customers and give us a solid competitive advantage.
Within Health Net’s National Health Plan Operations team, initiatives to improve our ability
to resolve customer issues on their first call are beginning to take hold. We know we will
generate even better results by standardizing benefit plans and simplifying contracts – work
that is already under way and will help us meet our goal of resolving 85 percent of our
customers’ inquiries on the first call.
Technology also plays a powerful role in our ability to provide better customer service – not
only for members, but also for doctors and hospitals. For employer groups, sales representa-
tives and brokers, we’ve developed Internet tools to view and pay monthly premiums online.
Among our California-based individual and small group sales representatives and brokers, the
use of real-time quotes and online enrollment has become commonplace.
Finally, we are expanding Internet-based systems so more doctors and hospitals can submit
claims electronically – which sharply cuts processing times, lowers administrative costs and
enhances our ability to provide better service.
16 | HEALTH NET, INC.
Initiatives to improve
customer service are
taking hold, as Health
Net significantly
reduced the average
time it takes to answer
the thousands of calls
received at our Call
Centers each day.
2001
310 sec.
2002
108 sec.
2003 Goal
45 sec.
Average Speed to Answer
– Provider Calls