TPA | Customer Service
A Higher Standard of Service, Built for Your Members
The BHPS concierge team delivers fast answers, compassionate support, and personalized service to help members navigate their healthcare with confidence.
Benefits
Member Support That Aligns with Your Organization
Every member interaction shapes how your plan is perceived. Our Concierge team helps ensure those experiences are positive, professional, and high impact.
Our customer service team is trained on your plan, your people, and your culture. We handle everything from provider lookups to claims inquiries with a level of care that feels like an extension of your internal team.
Members reach real people who stay with them until their issue is resolved. We don't pass off calls and create more work for your team. In fact, 99% of members get their questions resolved on their first call with our support team!
We meet strict SLAs, monitor performance trends, and offer detailed reporting so you always know how we're doing. From answer speed to claims accuracy, we track what matters and deliver on our promises.
Abandonment Rate
(Standard is 5%)
Average Speed of Answer
(Standard is 30 seconds or less)
First Call Resolution Rate
(Standard is 95%)
Core Services
Proven Performance You Can Measure
Our service standards are backed by detailed reporting and monitored daily to ensure a consistent, high-quality experience. We hold ourselves to the following metrics:
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Help That's Always Within Reach
Members can reach us by phone, live chat, email, or through the mobile app. They can even request a call back directly from the member portal, so they get help when and how they need it.
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Full-Service Member Navigation
From benefits and claims to provider selection and billing questions, our trained team is ready to help. We stay on the line as long as needed and work across departments to get clear answers the first time.
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Cost-Aware Guidance
We refer members to in-network, high-quality, or client-preferred providers and facilities. We also warm transfer to internal programs or external point solutions when additional care or cost management support is needed.
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Dedicated Staffing and Specialized Training
We maintain a low member-to-staff ratio of 1:1,200 to ensure a personal, high-quality experience. Every representative completes six weeks of training before taking live calls and receives ongoing education tailored to your plan.
Resources
Insights on Smarter
Healthcare Administration
Get a service partner who supports your vision.
Contact us to learn how our approach to customer service can enhance your plan.
