YourCare Health Plan

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

August 12, 2015Dear ** ***,We will honor *** ***’s requestWe are out of his life and will stop contacting him.Sincerely, Toni S

First, we would like to apologize for the troubles and frustration that our member experienced while contacting YourCare Health Plan's Member Services Department on 5/16/This complaint and member feedback will give us the chance to resolve any problems that have occurred, and assist
us in bettering our servicesIn reviewing the call-log documentation, it does appear that there were multiple issues that that lead to the member's dissatisfactory interactionStaff misquoted benefits that related to eyewear coverage, and did not state that there is a prior authorization requirement for contact lens coverageIn addition, due to lack of information from the eyewear provider, we were unable to properly quote member responsibilityIt also appears that we failed to return calls to the member on several occasionsHere is an outline of steps we have taken to rectify the outstanding issues with our member: • Our Manager of Customer Operations has been in telephonic contact with our member • Our Manager of Customer Operations has spoken with the eyewear provider and has obtained the required information for prior authorization and member responsibility amount • Our Manager of Customer Operations has notified the member of their out of pocket cost for these services • Our Manager of Customer Operations has given the member their direct phone number for future use • Coaching has been completed with the Member Services Representative that failed to return the member's calls Based on the above steps, we believe that we have met the desired settlement expected by the memberOnce again, we are sorry for the inconveniences we have caused our memberFor any questions or further assistance, feel free to call us at ###-###-####Lisa SManager, Customer Operations YourCare Health Plan

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]