The integrated online and call center services will give employees increased self-service enrollment support and access to information while reducing the administrative burden on plan administrators.
The call center offers around-the-clock services in both English and Spanish, for employees, retirees, dependents and HR representatives.
It can be made available during open enrollment only or as a year-round benefits resource for employees. Call center staff will provide participants with:
· technical support for enrollment via the Web site
· over-the-phone enrollment data entry for employees without access to the site
· answers to questions concerning coverage levels, life events, plan comparisons and other benefits issues
· customized services at the employer’s request.
In addition, UltraLink will provide employers with regularly scheduled reports, charts and graphs of call center activity, including call volume, frequency of topics, call length and wait periods, regional statistics and any other data.