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.
