Broker blog from Delta Dental

Category: Client support

Boost confidence in clients’ choices with DentaQual ratings

Consumers often rely on reviews to help make decisions, but subjective commentary isn’t always the most reliable way to find a health professional. When it comes to rating systems for dental care, patients deserve reputable sources based on facts. That’s where DentaQual comes in.

DentaQual is a ratings system that relies on actual data — rather than opinions — to help your clients navigate their options with ease and give brokers like you confidence in Delta Dental dentists.

How do DentaQual ratings work?

When your Delta Dental clients search the dentist directory, they’ll notice one-to-five-star scores. These DentaQual ratings are based on statistical analysis of claims data and developed by P&R Dental Strategies, a neutral third party and research company with over 20 years of experience.

The reviews are based on:

  • Procedure success rate
  • Commitment to best practices
  • Value
  • Patient retention
  • Treatment recommendations

This fair and unbiased feedback can help your clients feel more confident about choosing a dentist.

P&R Dental Strategies isn’t funded by insurance companies and provides reviews only for dentists with enough data available to make an accurate assessment.

Transparent information for your clients

As of April 2021, Delta Dental PPO™, Delta Dental Premier® and select DeltaCare® USA dentists within our 15 enterprise states and the District of Columbia have DentaQual ratings in their directory listings. Delta Dental’s dentist directory aims to make finding a dentist as easy as possible. Now, along with languages spoken, office hours and other crucial information, members can see DentaQual’s objective evaluations.

Better yet, DentaQual automatically refreshes scores each month, so members can always rely on the accuracy of their dentist’s rating.

Clients rate Delta Dental’s onboarding process outstanding

The Delta Dental onboarding process is smooth sailing, according to new clients. According to the results of a recent survey, most new Delta Dental group clients found their onboarding experience to be exceptional.

Among more than 200 new clients who completed the survey, 98% rated Delta Dental’s Customer Onboarding team as very good or excellent. Also noteworthy is that the Customer Onboarding team didn’t receive a single negative review.

In the survey, clients were asked to rate the service they received from their Onboarding Project Manager based on these criteria:

  • Provided oversight on end-to-end setup to ensure the project stayed on track and overall client satisfaction was met
  • Provided timely response and follow-up to client phone calls and emails
  • Was knowledgeable about the client’s benefit plan
  • Communicated potential problems quickly
  • Provided service that met the client’s expectations

“The survey speaks volumes to the client’s experience during implementation,” said Christina Snyder, Delta Dental’s Director of Client Onboarding. “One of a new client’s biggest fears when moving carriers is the onboarding process and all the headache that can arise. We understand that, and that’s why we’ve been developing our onboarding process for over a decade.”

The Customer Onboarding team acts as the project management expert throughout the onboarding process. Each new client is assigned an Onboarding Project Manager, who leads external and internal teams through requirement sessions, documenting client expectations and managing the timeline and milestones. The Onboarding Project Manager also identifies, communicates and mitigates risks.

Snyder said that the Onboarding Project Manager’s goal is to ensure that timing and accuracy expectations are not only met but exceeded: “They’re the client champion throughout the implementation.”

Each new client is also provided an online client dashboard. The dashboard provides instant access to vital information, including:

  • Real-time timeline and requirements
  • Minutes and action items
  • A contact list
  • Benefits administrator documents
  • Online training sessions and demos
  • A client feedback survey

So remember, for your group clients, a stellar onboarding experience is just one more example of the excellent value and customer service your clients get with a Delta Dental plan.

Delta Dental gives access to healthy smiles in many languages

Language should never be a barrier when it comes to health care. If any of your clients have limited proficiency in English, direct them to Delta Dental’s Language Assistance Program (LAP). This service is free for members and perfect for employees who communicate in languages other than English to better understand their plans or even to communicate with their dentist.

The LAP offers a variety of language accessibility services, including:

  • The Delta Dental website in Spanish offers information on Delta Dental’s different plans, as well as articles jampacked with valuable wellness information.
  • Customer service is offered in 170 different languages. Simply call 866–530-9675 and request an interpreter.
  • Delta Dental’s online dentist directory is available in both Spanish and English and includes the languages spoken by dentists.
  • In-person interpretation services are also available for dental visits. If a member can’t find a dentist who speaks their language, Delta Dental can arrange to have an interpreter present during their next appointment. In addition to non-English languages, American Sign Language interpretation can also be requested. All the member needs to do is contact Customer Service at least 72 hours in advance and make the request.
  • Document translation to any non-English language can be requested for any written materials. Accessible document formats like braille and audio files can also be requested.

If any of your clients are having trouble communicating with their dentist, call Delta Dental to arrange for a qualified interpreter to help via phone. 

Delta Dental telephone numbers for interpretive services: 

  • State Government Programs: 877–580-1042 
  • Delta Dental Premier®/Delta Dental PPO™: 888–335-8227 
  • DeltaCare® USA: 800–422-4234 
  • DeltaVision®: 888–963-6576 
  • TTY 711 

Accessibility — more than just a buzzword

When your clients think of accessibility, they may think of wheelchair ramps and designated parking spaces. But when it comes to ensuring high-quality care, accessibility goes beyond the physical world. Accessibility extends into digital spaces and into the interactions that people have in their day-to-day lives. Let’s take a look at the ways accessibility can be an important part of dental insurance and what it means for your clients.

What is accessibility?

Accessibility is about making an experience available to the widest group of people, including those with physical or cognitive disabilities. That can include:

  • Using alternate text in images so that screen readers can describe them to users who are blind
  • Providing transcripts of videos for users who are deaf
  • Designing websites simply for users who have cognitive disabilities

What this means for your clients’ employees is simple: when they visit Delta Dental’s website or need to call customer service, their questions will be answered and their needs will be met, no matter their abilities.

Why does accessibility matter?

“[Accessibility] improves people’s lives. And how often do you get a chance in your job to dramatically improve other people’s lives by just doing your work a little better?”

  • Steve Krug, user experience professional

There are legal reasons to make accessibility a priority. Under laws such as the Rehabilitation Act of 1973 and the Patient Protection and Affordable Care Act of 2010, it is illegal to have Federal electronic and information technology inaccessible to people with disabilities or to discriminate on the basis of disability.

But accessibility is about more than just avoiding a lawsuit. Accessibility is about inclusivity for all of your clients’ employees, no matter their needs. With just a little effort, impediments like being unable to hear a video or read a website can be overcome, and more people will be able to access the quality care that they deserve.

Additionally, designing websites and implementing customer service practices that make life easier for those with disabilities often makes life easier for everyone. Regardless of their abilities, everyone appreciates simple and intuitive designs and being able to change settings to their personal preferences when it comes to interacting with websites and customer service platforms.

What is Delta Dental doing to advance accessibility?

At Delta Dental, we are committed to ensuring the accessibility of our products and services for everyone. We are committed to providing a platform that goes beyond mere compliance and seeks to provide a more meaningful experience for our customers with diverse backgrounds, abilities and perceptions. Our website and other products comply with the Web Content Accessibility Guidelines (WCAG) 2.1 levels A/AA, section 508 of the Rehabilitation Act and the 21st Century Communications and Video Accessibility Act (CVAA), in addition to other local governing laws. For more information, see our accessibility statement.

In real terms, that means supporting popular web browsers, including Chrome, Edge, Safari and Firefox in desktop and mobile web views, as well as assistive technology including, but not limited to, screen readers and magnifiers on various platforms. We also provide services for non-English speaking employees through the Language Assistance Program (LAP). Through LAP, members can request documents in accessible formats, like Braille, and have on-site American Sign Language interpreters accompany them during dental visits. To take advantage of these services, including instructions on requesting an on-site interpreter, your clients can visit our language assistance page or call customer service.

Accessibility is about more than just checking boxes and meeting requirements. It’s really about providing a high quality experience for everyone. We’re proud to join you in serving a diverse audience and bringing all of your clients great dental care.

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