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Michele Barnes, MBA Sales Executive mbarnes@ndbh 816.994.1455 816.820.8899

MCUPA-HR Conference New Directions Employee Assistance Program. November 17-18, 2016. Michele Barnes, MBA Sales Executive mbarnes@ndbh.com 816.994.1455 816.820.8899. The 4 Pillars of Quality. Accreditations Provider Network Customer Service Crisis Management.

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Michele Barnes, MBA Sales Executive mbarnes@ndbh 816.994.1455 816.820.8899

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  1. MCUPA-HR Conference New Directions Employee Assistance Program November 17-18, 2016 Michele Barnes, MBA Sales Executive mbarnes@ndbh.com 816.994.1455 816.820.8899

  2. The 4 Pillars of Quality Accreditations Provider Network Customer Service Crisis Management

  3. Pillar 1: Accreditations

  4. ACCREDITATION STATUS v V v • URAC Accreditation for Health Utilization Management • Accredited through • September 2018 • NCQA Full Accreditation as a • Managed Behavioral Healthcare Organization • Accredited through • February 2019 • URAC Accreditation for Case Management • Accredited through December 2016 “Genuineness and sincerity of staff in doing the right thing at the right time… team members were particularly impressive, going above and beyond in all that they do.” -2015, URAC Surveyor

  5. Pillar 2: Provider Network

  6. Provider Network • All providers are credentialed in accordance with applicable State and Federal regulations as well as NCQA and URAC health plan standards • Our EAP providers are required to meet the minimum criteria: • Master’s or Doctoral-level degrees in a behavioral health field • Certification or extensive experience in substance abuse or family counseling • State license and/or credentialing for the EAP profession

  7. Pillar 3: Customer Service

  8. Call Center Satisfaction • 2015 Top 50 Call Centers Award from BenchmarkPortal • Delivering member and provider call response in less than 30 seconds with 95% of urgent care appointments established within 24 hours

  9. Pillar 4: Crisis Management

  10. Crisis Incident Crisis Intervention (CICI) • CICI support is accessed by contacting our 24/7/365 service center or your dedicated account manager directly • We have a network of experienced providers that will be on-site within 24-48 hours following the traumatic event • 2015, our records indicate that within 17 minutes after a call requesting crisis management came in, within 87 minutes, a provider was scheduled to deliver services onsite

  11. EAPs Make a Difference2014 EASNA Study: Effect of EAP 90 days after services 43.6 % Absenteeism decreased 25.3 % Presenteeism decreased 24.2 % Work distress decreased 13.3 % Life Satisfaction increased

  12. The 4 Pillars of Quality Accreditations Provider Network Customer Service Crisis Management

  13. LET’S MOVE FORWARD, TOGETHER. Michele Barnes, MBA Sales Executive mbarnes@ndbh.com 816.994.1455 816.820.8899

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