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SPRINGFIELD, Mass. -- Big Y here is among the first customers for Bloomfield, Conn.-based CIGNA HealthCare's new Innovation Lab, which is designed to develop integrated, top Six-Sigma level end-to-end service for medical, dental, pharmacy, and behavioral health plan participants.
The Lab will be staffed by 100 specially trained consumer advisers representing CIGNA's service, clinical, and product teams. They will be bale to discuss health benefit and related financial information with consumers, and help them optimize their health, benefits, and plan selections. Innovation Lab consumer service capabilities will feature a single contact to respond to queries about any of the participating members' CIGNA plans, including:
--Providing health care cost estimates and treatment quality information
--Offering guidance during pre-plan enrollment to help consumers in selecting a plan configuration for their circumstance, and
--Connecting consumers with available health advocacy programs, such as wellness or disease management programs, as appropriate.
"We believe that a positive service experience can help our employees to become more engaged in their health care and make better health-related decisions," said Big Y compensation and benefit services manager Tom Butler. "This is a unique opportunity for us to partner with CIGNA to test service concepts and solutions that will help our employees and their dependents receive the most from their health care benefits and services."
Big Y, one of the largest independently owned supermarket chains in New England, operates 54 stores throughout Connecticut and Massachusetts, with more than 9,000 employees.