Customer Service is Member Experience

Customer Service

is Member

Experience

In fall 2020, our health care concierge team changed its name to the member experience team. This name change more accurately reflects the impact our representatives have on our members. When you interact with our knowledgeable team, right here in Wisconsin, it’s about more than standard customer service. It’s about making sure you, as a Network Health member, have an exceptional health insurance experience.

Our member experience representatives answer your questions about benefits, claims, authorizations, pharmacy and more, in a way that is clear. They provide knowledge, personalized service and outstanding follow-through so can you spend less time trying to get answers and more time enjoying life.

Meet the Member Experience Representatives

Mary F.

I’ve been at Network Health just over two years. I love talking to members each day because each caller is unique. No two calls are ever the same and I often learn something new.

I especially appreciate that I’m encouraged to take extra time to help resolve any issues a member may be experiencing. Most companies have time limits that their customer service departments have to meet, but not Network Health. We’re more focused on supporting our members. Beth S.

I’ve worked at Network Health for nine years, and I’ve been a Medicare member experience representative the whole time. I love helping people, and it gives me great satisfaction to know I can make a difference in someone’s day by giving clear, understandable answers to Medicare questions. More importantly, members know they can call me any time they have questions or plan issues and I will get back to them in a timely manner.

Network Health allows us to take one call at a time and focus on that member’s needs, without time constraints. You don’t get that type of service at other companies.

Barbara M.

I’ve been a member experience representative at Network Health for three years. I’m grateful to be part of an organization like Network Health that treats employees, members and providers with great respect.

I not only get to work at an enjoyable place, but I also have a personal sense of satisfaction at the end of each day knowing I helped someone and, in most cases, made him/her laugh. Generally, I find that there are not many problems, just misunderstandings.

I really feel that I am an advocate for our members. I don’t just answer questions, I pursue answers and follow up on situations instead of just advising them who to call and what to do.

Katy C.

I have been a member experience representative at Network Health for three years. In my role, I’ve learned so much about Medicare and insurance and enjoy sharing that information with members who call.

I like that I can take time to answer members’ questions thoroughly and in a way they understand. It’s a great feeling when I can help reduce someone’s confusion or frustration.

Susan W.

In my five and a half hears at Network Health, I’ve been in two different departments—claims and member experience.As a senior member experience representative, I get the unique opportunity to help members and providers and support our internal representatives. Having this variety means every day is different and I learn a lot that I can pass on to my peers.

Network Health has great company values and truly cares about our members, providers and employees. Our service is unmatched in the industry, and it shows, because once members join Network Health, they rarely leave. And, if they do leave, they almost always come back because they miss the support we provide.

It’s like when you go to a hairdresser or see the same lady at the grocery store for 20 years. I started to trust Craig, because anytime I would call, I’d get an answer I could understand. “

Barb R., Network Health member