Field Implementation Support
Anthem is excited to let you know that they have completed Phase 2 of their new Ascent Model Office Project. They have redesigned their sales offices to offer Case Installation and Sales/Account Management Support so that they may continue to improve their service and turnaround times to you and your mutual customers. This new structure and process will position us to be successful in a very competitive marketplace, and it is a direct response to your valuable suggestions throughout the past year. These changes will be effective June 21, 2010.
In addition to working with the Sales team you do today, Anthem is providing you with a new service team who will deal with many of the issues related to installing a new case or implementing changes for renewing clients. This new field operations team, consisting of Managers of Administrative Services, Implementation Coordinators and Implementation Specialists, will handle tasks related to accurate and timely processing of new client installations and existing client renewal activity. This dedicated team will have direct contact with you during the sale of a new group or the renewal of an existing group. They will be able to answer implementation questions, resolve issues and process your groups within a timeframe that will meet your expectations.
The new teams will have direct access to Anthem's mainframe systems for enrollment and billing, and they will have quarterly performance metrics and will be eligible for quarterly bonuses for meeting quality and turnaround time metrics. By providing this new field installation team for brokers and clients, Anthem is allowing their client facing teams to focus more on sales, renewals and day-to-day service.
Anthem will continue to have the Sales Support teams (consisting of Client Service Associates and Sales Assistants) who work directly with Sales Account Executives, Account Management Executives and Service Account Representatives as a resource for you. In addition, Anthem has streamlined their internal processes to shorten their overall turn around time and improve their ability to respond to your needs more quickly.
Many of the people you've worked with in the past are still at Anthem and will continue to support you. They have had the pleasure of adding some new faces with ideas and different experiences which will help them continue to improve on their ultimate goal of reliable service.
Anthem is very excited about the new team additions to their offices and appreciate your support and feedback as they launch their new implementation model. Anthem is certain you will be pleased with the results!