Directions 04/2007 - Ease of Doing Business

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PMA Insurance Group
April 2007 Directions
PDF versions of Directions at:
http://www.pmagroup.com/directions.htm

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"Ease of Doing Business" Means Fast, Effective Service for PMA Clients

Most of us expect efficiency, effectiveness and quality when it comes to customer service. But how often is that what we experience?

At PMA, that's precisely what you get from the PMA Customer Service Center (CSC). It's how we do business. Our CSC is where your workers' compensation medical bills are processed, your claims questions are answered and your calls reach customer service representatives who are willing and able to help.

Check out last year's results for yourself in CSC's three key service areas:

Medical bill turnaround
Call answer speed
Quality assurance

PMA Medical Bill Turnaround

In 2006, PMA paid or denied nearly 77 percent of its medical bills in 15 days or less (from receipt to check/EOR issuance).
Efficient medical bill handling not only reduces the need for providers to resubmit bills to receive payment, but also enables our staff to spend more time on value-added client services like intensive bill review.
Our quick turnaround on medical bills also translates into fewer bills going to injured workers and a more seamless process that requires less involvement from you.
We believe prompt payment makes providers more receptive to treating injured workers who are covered by PMA.
PMA's quick turnaround means you are less likely to get bogged down by payment inquiries or collection notices from providers.

PMA Call Answer Speed

CSC received nearly 320,000 calls last year.
75 percent were answered within 20 seconds of reaching our office (that's equivalent to about three rings on your home telephone).
Ease of doing business means quickly reaching a PMA representative so you can spend less time on hold and more time running your business.

PMA Quality Assurance

CSC performs random quality checks daily, including call monitoring in our Call Center.
The results of quality checks performed in 2006 indicate that CSC's overall accuracy rate was 99 percent. This includes activities such as policy and mail distribution, document scanning and indexing, audit and adjustment calculations, medical bill handling, customer service and loss intake.
In a nutshell, CSC handles calls and requests quickly and accurately because ease of doing business means getting it right the first time.