Q&A Customer Relations: Here to Help

With the ability to answer many types  of questions, our Customer Relations department is one of the most valuable tools available to members. We sat down with Heather, a specialist in our Customer Relations department, to learn more about how our Customer Relations team can help:

What does our Customer Relations department do for members?

Customer Relations is here to answer any questions members have about their plan. That could be questions about bills, benefits, prescriptions or any other part of their plan. If the question can’t be resolved quickly, we will get the answer and call the member back. We take the time to help our members and I think they really appreciate that.

How would you describe the role of Customer Relations?

To answer member’s questions, provide assistance, and offer solutions in a timely fashion. We are dedicated to our members and provide them with support so they’ll
feel comfortable calling again, if they need to. We have a responsibility to our members and it’s one we take very seriously.

How big is the Customer Relations department?

We have over 50 Customer Relations representatives. Our department also includes a team of specialists to handle complex issues, go to member meetings, meet with members, and conduct online member meetings. We’re a team that can help members with questions in many ways.

What do you like most about working in Customer Relations?

The healthcare system can be overwhelming. One of the things I like best is helping to make things less confusing for our members. Members have told me that the assistance we were able to provide changed their whole outlook on the healthcare system. Achieving that is a great feeling.

Why is Customer Relations so important?

It’s important to provide good customer service to help members have a positive experience with their plan. We take all member questions and concerns seriously. It’s
what we do.

Our Customer Relations team:

1. Knows how our plans work
2. Will treat you with courtesy and respect
3. Can answer questions about:
4. Your medical benefits and prescription drug coverage
5. Selecting a new Primary Care Physician
6. Your premium bill
7. Care Managers
8. And much more
9. Only serves Tufts Health Plan Medicare Preferred members
10. Is located at our Watertown, Massachusetts location

Call with any questions:

1-800-701-9000
(TTY 1-800-208-9562)

Representatives are available Monday – Friday, 8:00 a.m. – 8:00 p.m. (From October 15 – February 14, representatives are available 7 days a week, 8:00 a.m. – 8:00 p.m.) After hours and on holidays, please leave a message and a representative will return your call the next business day.

H2256_2011_368 File & Use 06/25/2011