Eastpointe Local Management Entity/Managed Care Organization (LME/MCO) recently announced newly enhanced solutions targeted to providing optimal customer service and increased training opportunities to its provider network. Currently the provision of care for North Carolina Medicaid recipients has been undergoing a transition to a Managed Care environment. In this environment, Managed Care Organizations deliver publicly-funded recipient care through a network of providers. Eastpointe LME/MCO recognizes the more than 500 providers in its provider network as valued partners, and hence has been exploring new solutions to enhance the quality of MCO customer service and support.

As part of this effort, new protocols regarding telephonic customer support for providers are being implemented. Gone are the days of leaving a message in a voicemail system and waiting for call backs. Eastpointe has put in place measures to ensure that each and every customer service call received from a provider is answered, and that live, real-time customer service solutions are provided. In other words, this is a “one and done” emphasis that will result in issue resolution on a single call in most cases. For the providers, this will eliminate the need for multiple calls to Eastpointe to get their issue addressed. “We know that our providers’ time is valuable, and we are continually striving to be responsive to their needs,” stated Ken Jones, Director and Chief Executive Officer of Eastpointe. “As an MCO,” Ken Jones continued, “we are pleased to introduce a live customer support solution that provides the most efficient and comprehensive customer support solution possible.”

Additionally, in response to common questions and training needs, Eastpointe has developed live educational sessions to be provided via webinar on a weekly basis. The purpose of these sessions is to assist providers in making the Managed Care transition, and to provide additional issue resolution. Eastpointe understands that the transition to a Managed Care system can be a complex shift for providers, and is delighted to announce these new educational opportunities. For those that have a question or need assistance with a new process, it is time consuming to address issues individually via telephonic support. Now providers will have knowledgeable resources at their fingertips through on-going live educational webinars. These educational sessions will cover some of the most common issues and questions that may arise for providers, and will be delivered in a learning-enhanced group environment hosted by an expert. These sessions will also allow the providers to connect with one another and to ask questions of the training expert. For further convenience, the educational sessions will initially be offered multiple times per week, during timeframes which are convenient to a variety of providers’ schedules.

“We not only want our providers to be satisfied with the support that they receive from our organization, but we want them to be excited,” stated Karen Salacki, chief of external operations at Eastpointe. “Our educational sessions have been tailored with our providers’ needs in mind and will offer free, convenient access in a dynamic online group environment. Our goal is to better serve them and offer the solutions that they need in the timeframe that they want.”

As an organization, Eastpointe continually strives to provide superior services to enrollees, their families, and the community. They recognize that their providers are an integral part of achieving this goal. As such, Eastpointe is dedicated to providing the support and solutions required to be successful. Implementing improved customer service protocols aimed at increased efficiency and responsiveness for providers is one more step toward forging successful provider partnerships, and advancing objectives for the provision of overall superior services.

Organizational Overview: Eastpointe is a Local Managed Care Organization (MCO) that manages, coordinates, and monitors the mental health, intellectual/developmental disabilities, and substance use/addiction services in 12 southeastern counties of North Carolina. Eastpointe works together with individuals, families, providers and communities to manage and continually improve our behavioral healthcare system to ensure accessibility, accountability, and empowerment of people to achieve valued outcomes.