Benefits administrator blog from Delta Dental

Category: Delta Dental news (Page 1 of 6)

Stay up to date on the latest news in the dental insurance industry from Delta Dental.

Get ready to brush even smarter

Going to the dentist for regular checkups is important for maintaining oral health, but what can people do at home to keep a bright and healthy smile? BrushSmart is Delta Dental’s free oral wellness program designed to help members power up their at-home oral care. Members who sign up get exclusive discounts and offers from trusted brands that specialize in dental products. This spring, BrushSmart is adding more partners and more discounts.

  • Oral‑B
  • Philips Sonicare
  • quip

Joining BrushSmart is great for your employees with Delta Dental plans. The engagement and rewards the program offers can help drive better oral health behavior and the focus on at-home care may help employees achieve better health outcomes. Let your employees know they can sign up online and take control of their oral health.

Delta Dental’s community contributions in 2021

With the challenges and disruptions of the pandemic, 2021 looked very different from many years that came before it. But Delta Dental’s devotion to giving back to the community hasn’t wavered. We’re committed to caring for our dentists, customers and communities, especially during hard times. Here’s how Delta Dental gave back during a challenging 2021.

Preparing for the future

Delta Dental's 2021 giving included $1.5 million to fight food insecurity, $2 million to scholarships and education, $13 million to health centers, $3.5 million to disaster relief and community giving, $400,000 in company matching donations, 25,000 dental kits, 6,000 volunteer hours and $400,000 in employee donations.

The Delta Dental Community Care Foundation’s Access to Care Grants totaled more than $12 million in 2021. Dental clinics across the country — from the Kids’ Community Clinic in Burbank, California, to the Ryan Health Center in New York — received these awards to help underserved individuals in our communities get preventive and restorative treatments in accessible locations.

Our scholarships and research grants supported partnerships for education and the development of future dental professionals. Our educational giving included a $700,000 donation to make the CATCH Healthy Smiles oral health program free in schools across the country for children in kindergarten through second grade.  The program is designed to improve the oral health of students by teaching about and encouraging proper toothbrushing and flossing techniques, a nutritious diet and regular visits to a dentist.

Fighting food insecurity and responding to disaster

Forty-two million people may face hunger in the U.S. — including more than 13 million children — because of the pandemic, according to Feeding America. Delta Dental is committed to addressing food insecurity. In 2021, we gave $1.5 million to food banks to help them respond to the challenges of the pandemic and serve communities in need.

This year was also marked by natural disasters, and Delta Dental was there to provide support. Through our Disaster Fund, we continued our longtime partnership with the Red Cross. We also provided support for wildfire recovery in California and helped with recovery from Hurricane Ida in New Orleans through the Greater New Orleans Project and the St. Bernard Project.

Community councils

Delta Dental has four employee-led community councils that provide small grants to causes and events that employees are passionate about. In 2021, we funded a broad range of causes and issues through our community councils, from social justice and education to chronic disease research and education. Local nonprofits received roughly $700,000 from our community councils.

Committed volunteers

Service is a core value at Delta Dental. Despite the challenges posed by the pandemic, many of our employees volunteered and donated in 2021.

Employees have so far volunteered nearly 6,000 hours and donated nearly $400,000 ― which the company has matched ― to roughly 800 different causes, from animal welfare and conservation to chronic diseases and supporting our troops. Our employees also assembled and helped distribute nearly 25,000 dental kits to those in need including children, adults with chronic health conditions, seniors, veterans and more.

Looking ahead

In 2022, we’ll still face many of the challenges of the previous years. But no matter what lies ahead, we remain committed to providing support for our communities.

Introducing the updated Delta Dental Mobile App

Delta Dental has relaunched its free mobile application. The updated Delta Dental Mobile App is faster and more stable and offers useful features such as member ID cards, the Find a Dentist tool and a cost estimator. The new app is available for both iOS and Android devices.

The current app will be disabled after December 19, 2021. For a seamless user experience, Delta Dental members who have the app installed should first download the updated app from the App Store or Google Play and then remove the current app from their device.

Saved dentists and dependent information will be automatically transferred to the new app, and members can use their current username and password to access it.

The Delta Dental Mobile App uses the latest security technology to protect users’ personal health information. No personal health information is ever stored on your device. For more details on security, view our Privacy Policy in the app menu.

For questions about the app, or if you having trouble logging in, contact Delta Dental Plans Association.

Customer service — reimagined

Customer satisfaction is about more than products. To ensure that customers are truly satisfied, the customer service they receive must be as outstanding as the product they purchase.

To take the customer service experience to a new level, we’ve introduced CX Reimagined, a training program that transforms the relationship between our customers and representatives, creating a transaction that’s more empathetic, intuitive and satisfying than ever before.

After two years of development, design and implementation, more than 1,000 full-time Delta Dental Customer Operations employees, including agents, supervisors and leaders, are scheduled to complete CX Reimagined by October 2021.

Putting the customer in customer service

Delta Dental’s customer service had been effective ­— in 2020, agents answered 12.7 million calls and resolved 99% of issues on the first call. It needed to be something more, though, said Ben Sieke, Director of Talent Development & Learning.

“Initially, our biggest goal was efficiency: Let’s take as many calls as we can as quickly as we can,” Sieke said. “But there was opportunity for us to look at this differently. Not to move away from running an efficient business, obviously, but instead to put the customer front and center. Every time somebody calls in, there’s an opportunity for us to delight them.”

Sieke said that while his team briefly considered purchasing training from an outside vendor, they quickly realized that the only way to ensure that this new set of customer service standards could be achieved was to design the training in house.

“We said, let’s create a custom Delta Dental learning experience for our people,” Sieke said. “CX Reimagined training is specifically for our employees, and it feels that way. It’s designed so that it feels real and relevant to their jobs.”

Answering the questions customers didn’t ask

One of the main focuses of CX Reimagined is to develop soft skills that enable agents to interact more effectively and personably with customers, said Earl Parker, Delta Dental’s Vice President of Customer Operations. These skills include empathy, active listening and de-escalation.

“Far too often, we want to jump in and solve without really understanding the issue,” Parker said. “So part of the training speaks to how you actively listen, how you affirm what you’ve heard to make sure that you’re going to answer and solve for the right thing.”

Another aspect of the training is teaching agents how to ask probing questions, questions that require more than a “yes” or “no” answer and help agents discover underlying or additional issues customers have.

“If our agents answered only the question that was asked of them, they would miss an opportunity to answer the bigger question, to solve the bigger issue, the customer has,” Sieke said. “Being a bit more empathetic and curious enables us to solve the whole problem at once.”

And these soft skills set Delta Dental’s service apart for the customer, Parker said.

“That’s viewed as by the customer as going above and beyond, not just servicing. And I think that’s important if we want to truly enhance the experience,” Parker said.

The results are in

While the intent to do better is there, one question looms large: Did it work? Did the training objectively improve the customer experience? Based on early results, the answer appear to be yes.

Customers rate Delta Dental’s customer service based on two sets of criteria:

  • Net Promoter Score (NPS), which is based on a zero-to-10 ranking of how likely customers are to recommend Delta Dental’s customer service to others
  • Customer Satisfaction Score (CSAT), where customers rank the service they received on a one-to-15 scale

Since CX Reimagined was launched in July 2020, both these metrics have improved substantially, according to a recent study on the training’s impact. Also encouraging was that a performance increase was seen in all employees.

“What’s interesting is that the most dramatic improvements were among the lower performers, the agents who were struggling,” Sieke said. “If you weren’t good at this and were lacking these skills, you acquired them in training and now you’re doing a great job.”

This is only the beginning

For CX Reimagined, the end of this phase is just the first step in an ongoing journey, Parker said.

Among the next steps he envisions are an annual refresher training for agents and doing more to help agents serve the broker and benefits administrator communities.

Analyzing customer data more closely to understand issues completely is another goal.

“For instance, if we find that members with a certain plan option are generally more dissatisfied than members who have other plan options, then we need to look at the data to understand what’s wrong,” Parker said. “That way we can fix it so those members are happier with the product.”

And making customers happier through expert, friendly, proactive customer service is the goal of CX Reimagined.

“We want our employees to be fully engaged in helping our members and providers navigate Delta Dental,” Parker said. “We want them to be fully engaged in providing easy experiences for members and providers, and we want them to be fully equipped to provide these experiences.”

Delta Dental’s NCQA Credentialing Accreditation renewed

Delta Dental Insurance Company’s NCQA Credentialing Accreditation has been renewed through March 2024.

“Achieving NCQA Credentialing Accreditation demonstrates that Delta Dental Insurance Company has the systems, process and personnel in place to conduct credentialing in accordance with the strictest quality standards,” said Margaret E. O’Kane, president of the National Committee for Quality Assurance (NCQA).

NCQA is a private, nonprofit organization dedicated to improving health care quality. NCQA’s Credentialing Accreditation is a quality assessment program that focuses on consumer protection and customer service improvement.

NCQA has reviewed and accredited Delta Dental Insurance Company’s Credentialing functions only. For complete details on the scope of this review, visit www.ncqa.org.

New teledentistry options: Toothpic and Virtual Consult

Two new teledentistry options have come to Delta Dental PPO™ and Delta Dental Premier® plans to deliver more value to members. Say hello to Toothpic and Delta Dental – Virtual Consult.

Utilizing these options doesn’t require any changes to the way your employees use their plans or cost your organization extra. Instead, they’re a new way for your employees to use their existing plan benefits — remotely. These new tools are an ongoing covered benefit and have no additional administrative costs or access fees for your group or your employees.1 When your employees use either of these tools, they can rest easy knowing that they’ll be connected with a licensed Delta Dental dentist they can trust.

Toothpic

Toothpic is a secure HIPAA-compliant app that provides a photo-based virtual diagnostic assessment from anywhere you have a smart device and an internet connection. It’s perfect for those who want a dental checkup with a Delta Dental dentist without an appointment. Toothpic lets your employees:

  • Get evaluations on their own schedule by submitting pictures of their mouth, teeth and gums
  • Receive a personalized in-depth report from a Delta Dental dentist within 24 hours
  • Check in for diagnoses on areas of concern and get info about their next steps

Virtual Consult

Virtual Consult is a secure HIPAA-compliant video-based tool for having a virtual appointment with a dentist. It’s ideal for your employees who have urgent oral care needs, like pain or a cracked or chipped tooth, and want to speak directly with a Delta Dental dentist. With Virtual Consult, your employees can:

  • Schedule and have a video appointment with a Delta Dental dentist without leaving home
  • Have quick real-time consultations on urgent issues even if they don’t have a dentist they see regularly
  • Get an e‑prescription and aftercare instructions for pain or infection

Virtual dentistry allows your employees to check in on their oral health from the comfort of their own home. Whether they’re just looking for a quick check-in or have an urgent concern, these teledentistry options can help them meet their needs with all the ease telehealth offers.

1. Members who have 100% coverage for oral evaluations and who have not exceeded their frequency limitations for office visits or limited oral evaluations are eligible to use Toothpic and Virtual Consult. Using Toothpic to receive a diagnostic report or using Virtual Consult for a remote visit each count as one office visit/oral evaluation for the purpose of frequency limitations.

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