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service-excellence

Service Excellence

Whether plan members prefer to go it alone online, check their benefits on the go, or hear a friendly voice, we make it happen.

<h2 data-pm-slice="0 0 []" data-en-clipboard="true">GSC everywhere</h2>
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<h3>Why our member site stands apart</h3>
<p>GSC&rsquo;s Online Services site GSC everywhere is easy to navigate, uses clear, simple (and yes, sometimes cheeky) language, and provides lots of cool features.</p>
<p>Take a look at the highlights:</p>
<ul>
<li>Dashboard &ndash; quick view of recent claims, audit notifications, and access to check coverage</li>
<li>Your Claims &ndash; submit claims online for real-time adjudication, plus get real-time claims status, including the ability to filter claims history</li>
<li>GSC Offerings &ndash; access &nbsp;our Digital Clinic and Change4Life health portal</li>
<li>Find a Health Provider &ndash; provider look-up feature</li>
<li>Your Benefits &ndash;check benefit eligibility and coverage information instantly, and access benefits booklets</li>
<li>Digital ID Card &ndash; access and print an electronic plan member ID card</li>
<li>Your Account &ndash; update account and personal information, check Spending Account balances, update preferences, and more&hellip;</li>
</ul>
<p>And more&hellip;.<br /><br /><br /></p>
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<h2>Mobile App</h2>
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<h3>Benefits on the go</h3>
<p>With the GSC everywhere mobile app, plan members can manage their benefits from, well&hellip;everywhere. The app brings the same features and experience of our online self-service site to members&rsquo; mobile devices, giving them access to their benefits no matter where they are.</p>
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<h2>Contact Centre Services</h2>
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<h3>We&rsquo;re just a phone call away</h3>
<p>Here are the highlights:</p>
<ul>
<li>An experienced team with deep health and dental backgrounds</li>
<li>Industry-low turnover</li>
<li>A commitment to first call resolution</li>
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<div>Clear eligibility confirmation</div>
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<div>24/7 access to a self-service Interactive Voice Recognition (IVR) phone system &ndash; see below</div>
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<div>Voice ID security authentication (see below)</div>
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<div>Built on same technology used for claim adjudication</div>
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<div>Rigorous approach to training</div>
</li>
</ul>
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<h3>Our IVR system</h3>
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<p>Our IVR system makes life easier and improves satisfaction for all our customers (i.e., plan members, providers, plan sponsors) by building upon the increasing use of digital, self-serve options.</p>
<p>The IVR phone system is a fast, easy, and secure way to get the information plan members need. The self-serve menu provides 24-7 access to claims information, benefit eligibility, and the answers to some common questions.&nbsp;</p>
<p><a href="https://youtu.be/VxLSCzke9k4" target="_blank" rel="noopener">Get to know our self-serve phone system.</a>&nbsp;</p>
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<h3>Voice ID</h3>
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<p>Plan members can also set up a Voice ID through our IVR system. Because everyone&rsquo;s voice is unique &ndash; like a fingerprint &ndash; Voice ID is able to securely verify a plan member&rsquo;s identity by the sound of their voice, meaning they can skip personal verification questions.&nbsp;</p>
<p>As a true differentiator, GSC is proud to be the only Canadian benefits carrier to use Voice ID technology in our call centre.&nbsp;</p>
<p>Watch <a href="https://youtu.be/E016-uvk9mA" target="_blank" rel="noopener">this video</a> for about Voice ID.&nbsp;</p>
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<h3>Support Centre</h3>
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<div>And if plan members prefer to self-serve to find the answers they need, we&rsquo;ve thought of that too. GSC&rsquo;s Support Centre, accessible via GSC everywhere, is an interactive library of answers to commonly asked questions on a wide range of topics. <a href="https://support.greenshield.ca/SupportCentre/GreenShield?culture=en-CA" target="_blank" rel="noopener">Check it out today</a>!</div>
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<h2>Measuring Member Satisfaction</h2>
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<h3>Our Voice of Customer (VOC) Program.</h3>
<p>Our Voice of Customer (VOC) program tracks the customer experience through qualitative and quantitative measures, including net promoter score (NPS), to find opportunities to improve the overall experience. The NPS survey allow us to act more quickly on feedback from plan members.&nbsp;</p>
<p>The VOC program is in addition to our existing plan member support quality tracking and feedback tools.</p>

SERVICE EXCELLENCE

Multi-channel member support. Anytime, anywhere.