Customer Service

Current process is for CS to manually order ID card orders placed through the member website. Develop a process to automate ordering to reduce manual step.

If a member has LIS, display the copays and co-insurance (ex: on Benefits Overview, Pharmacy Copay Grid) that match their LIS levels.

Customer Service requires key data points when members email to validate identity. Lack of sufficient details results in outbound calls or back and forth emails by CS Tier 2 team. On Contact page, add guidance that members include the following in...

Use an EXR form on the provider website to allow providers to update their information. Current link to "update provider directory information" links to two PDFs that must be submitted via mail, fax, or email.

After further clarification, modifying the idea to the following: Stanford Healthcare has requested that Lumeris investigates the feasibility of adding a member's PCP history to the SHCA Provider portal. Due to Stanford's Medical Groups, the membe...

When a member is part of the Chronic Condition Program, display information and forms on the Member Portal (post-login) tied to the member's program status.