Tufts Health Plan has selected and deployed a software platform for e-billing, e-payment, and online customer care from edocs, Natick, Mass. By enhancing its existing site with the edocs applications, Tufts HP is offering comprehensive functionality for enrollment, billing, reconciliation and payment.

"Customer satisfaction is paramount at Tufts Health Plan. We continue to invest in technologies that satisfy our customer's needs. Using edocs software we are able to improve the quality of service for our employer groups," says Phil Mandeville, director of application delivery at Tufts Health Plan.

Employers and brokers can now use the Tufts HP Web site to preview bills, sort and filter billing data, make and track roster and coverage

adjustments, and receive a variety of other account-related reports and communications. Next, Tufts HP will enable online payments in May.

Tufts HP expects the edocs platform to increase customer convenience and satisfaction; reduce billing-related customer service calls; and reduce costs for paper billing and payment processing.

The edocs platform is integrated with the plan's other systems including billing, security, permission management, web enrollment and e-mail. It's all part of Tufts Health eAccess, the umbrella initiative for all of the health plan's technology offerings for providers, employers and brokers, and members.

Through Tufts Health Plan eAccess, the insurer provides information and technology to continually improve quality of health care coverage, customer service and operating efficiency. This includes the Web site, electronic data interchange (EDI), POS swipe boxes, and interactive voice response (IVR).

Other health plans using the edocs platform include Humana, Blue Cross and Blue Shield of Minnesota, Coventry Healthcare and Independence Blue Cross.

Source: edocs

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