IBX, mission is to improve the health and well-being of those we serve. We are committed to innovation to reduce costs, provide equitable, holistic health care, and simplify the user experience for everyone we have the privilege to serve.
To achieve these objectives, we embarked on an ambitious plan two years ago to transition our business to a more modern, flexible platform. This plan aims to streamline processes, enhance accuracy, and improve plan configurability, resulting in a more modern, personalized, and enhanced user experience.
We appreciate your support and partnership in this ambitious endeavor. We acknowledge that some of these changes have presented challenges, and your understanding and support have been invaluable as we navigate these issues.
We have developed an action plan to address these areas:
Enrollment:
- Additional resources have been assigned to address the backlog of enrollment inquiries, aiming to return to normal levels by the end of February.
- By the end of February, our turnaround times will revert to standard resolution timeframes, with immediate attention to access-to-care issues.
Premium Billing:
- A dedicated triage leader and additional billing resources have been assigned to resolve the backlog of billing inquiries.
- By the end of February, our turnaround times will return to standard resolution timeframes.
- We will review issues holistically to address root causes.
EDI – Immediate Action:
- Senior leadership and key resources have been assigned to drive client-specific reconciliation for all customers.
- Staffing changes include separate teams for EDI production file maintenance and client onboarding, with additional and higher-skilled staff supporting both areas.
Mid-Term (2nd Quarter):
- We will continue to improve our service by enhancing the client and EDI transition process, accelerating account structure design and staging in the new system, optimizing plan change scenarios, and targeting enhancements to EDI enrollment processes and reports (e.g., implied terminations).
Long-Term (January 2026):
- We will strive to further improve your experience by enhancing systems to increase automation and validations, adding capabilities to manage end-to-end workflow and optimize turnaround times, and increasing ID card fulfillment capacity.
We are dedicated to providing exceptional service, so please do not hesitate to contact our dedicated Total Benefit Solutions health insurance specialists at (215)-355-2121 or fill out the contact form below. We are available to answer any questions or address any concerns you may have.