Some Cigna-HealthSpring customers in select
markets have had a problem finding a dentist in the DentaQuest network.
This is primarily in areas where DentaQuest supplements their
contract network with a rental network.
What Cigna-HealthSpring Is Doing About It:
DentaQuest Member Concierge
DentaQuest is now offering Cigna-HealthSpring
customers a Member Concierge service to help them find a network
dentist and make an appointment. Customers can request assistance
either via the DentaQuest Interactive Voice Response (IVR) system
or through a live agent in DentaQuest’s Member Services.
When a Cigna-HealthSpring customer calls
DentaQuest Member Services and requests a provider, the
representative will offer to help the customer schedule the
appointment. The DentaQuest representative will reach out to
providers on behalf of the customer and confirm an appointment
time.
How You Can Help Your Customers
If a customer calls you about finding a dentist,
you can warm transfer them to a DentaQuest representative who
will assist the customer with finding a dentist and making the
appointment.
Below are the DentaQuest member service phone
numbers for each market. It is important to use the 800 numbers
provided for each market.
In addition to the Member Concierge,
Cigna-HealthSpring is working with DentaQuest to further enhance
the marketability of the network. These steps include:
· Re-evaluating
the network and removing dentists if needed.
· Reducing
the use of a rental network by expanding the contract network.
· Enhancing
ongoing provider education, which includes collateral branding
and joint outreach with sales staff.