FAQ
What types of questions will your Navigator team support? What will they send back to me?
What types of questions will your Navigator team support? What will they send back to me?
Here are the most common cases that our Navigators resolve:
Finding an in-network specialist
Explaining benefits or claims information
Explaining and helping with a medical bill
Assistance finding lower-cost drug options
Understanding dental benefit options
If I am away on vacation or for another reason, can my clients reach out to Client Services directly?
If I am away on vacation or for another reason, can my clients reach out to Client Services directly?
I will be out of the office from [dates] and will be away from my [type of communication]. If you need assistance please reach out to my team at Spark by calling (346) 771-9967 or texting (855) 949-2097. They can help you assist you with any questions or concerns that you may have.
Or for AEP
Hello, you have reached [your name].
I may not be as available as I usually am since the Annual Enrollment Period has started and it runs from October 15th- December 7th.
If you need assistance please reach out to my back office team by calling (346) 771-9967 or texting (855) 949-2097. They can help assist you with any questions or concerns that you may have.
Please allow 24 hours for me to return your phone call [or email].
What is the expected follow-up time for Support requests?
What is the expected follow-up time for Support requests?
Our Client Services Team will send any initial outreach on Support Requests within 1 business day. Our team has a target resolution time of 3 business days on Support Requests.
What are the working hours for the Client Services Team?
What are the working hours for the Client Services Team?
Our Client Services Team works M-F from 9 AM - 9 PM ET. The team does not work or contact clients on weekends or national holidays.
What languages can the Client Services support?
What languages can the Client Services support?
Our Client Services team is currently able to support beneficiaries in both English and Spanish.
Can the Client Services team help compare plans for my client?
Can the Client Services team help compare plans for my client?
Client Services does not provide plan research
Can the Client Services team help me verify if my client is eligible for a SEP?
Can the Client Services team help me verify if my client is eligible for a SEP?
Navigators will review SEP requirements with members to determine if applicable.
Will the Client Services team verify if my client is on Medicaid?
Will the Client Services team verify if my client is on Medicaid?
Yes. Navigators will assist by explaining the process and advocating for the member when necessary.
Process and Procedures
When will the Client Services Team change a ticket to resolved?
When will the Client Services Team change a ticket to resolved?
First Responses to Support Requests must be made within 24 hours of the request being opened (This excludes Fridays, weekends, and holidays)
Navigators aim to complete a support request within 24-72 hours of assignment.
The agent would have 3 days or the life of the support request to provide updates or make changes to the initial request. Once a support request has been resolved, we will not reopen under any circumstances except internal error.
What is the expected follow-up time for Support requests?
What is the expected follow-up time for Support requests?
Our Client Services Team will send any initial outreach on Support Requests within 1 business day. Our team has a target resolution time of 3 business days on Support Requests.
Will the Client Services team make a three-way call to the carrier with my client? A provider?
Will the Client Services team make a three-way call to the carrier with my client? A provider?
Yes.
Can I three-way call into Client Services with my clients to introduce them to the service and help them get help?
Can I three-way call into Client Services with my clients to introduce them to the service and help them get help?
The agent may remain on the call as long as they remain a silent party. The member must do all the speaking and cannot be interrupted by the agent.