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New Premium Collection System Begins in May 2013 for Oxford Small Group Accounts

Story Content Provided by Oxford Health Plans on 5/23/13

We are committed to making improvements that will enhance our service to you, our valued brokers and agents, and our customers. We are pleased to announce that we will begin using IVR technology as a new way of premium collection for our Oxford Small Group Accounts.

Interactive Voice Recognition (IVR) is a technology feature that will allow a computer to interact with our clients through the use of voice and tones input via the telephone, currently in use on the UHC Prime platform. We will begin using Interactive Voice Response (IVR) technology to proactively reach out to our Oxford small groups with past due balances ranging from $25 to $5,000.

  • The new system will be operational effective 5/23/2013
  • The new system will be operational effective 6/1/2013 for our Oxford NJSG's and CTSG's

IVR will notify customers that they have a past due balance as of a certain date and will then offer the following options:

  • To pay the balance, say, "make a payment." or If you would like to make a payment now, you can say "online."
  • If you would like to mail in a payment, say "mailing address."
  • To speak to a Financial Operations Representative, please say "Representative."

This program will assist customers with avoiding cancellation of  their policy, as the calls will remind customers that we need to 
receive payment by the end of the grace period. We anticipate  the IVR reminder calls will help our customers pay on time, 
which will reduce the instances of terminating coverage for nonpayment due to late payment.

Please note that if a customer's policy terminates for nonpayment, the customer may request a reinstatement. Finance  will review reinstatement requests on a case-by-case basis.  Customers seeking reinstatement will be required to:

  • Pay all past due premiums
  • Pay the current month's premiums before reinstatement occurs

Thank you for continued support with our UHC/Oxford Medical and Specialty Products!