All ideas

Create tool for members to update preferred language (Spanish, Chinese, etc.) and accessibility format (large print, Braille) on member portal and have that information transmitted to the plan.

Develop a standard appeal form ExR available on the Member Portal. Allow members to complete a set of data fields to submit an appeal and that data is transmitted to Lumeris electronically. Offer option/button to appeal from the Claim view.

Develop a standard AOR and HIPAA form ExR available on the Member Portal. Allow members to complete a set of data fields to submit a AOR and HIPAA form and that data is transmitted to Lumeris electronically.

To improve member communication and accountability, we could send an email to every member who calls into customer service with a picture of the rep and a summary of the call.

Give members the ability to request a case manager through the member portal.

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...