Our Customer Service Department provides a Center of Excellence operating best practices, staff training and development, and process improvements aimed at sustaining high levels of member service. A superior level of customer service is achieved through our telephonic system, on-going training and monitoring procedures that assures the competence of all CSR staff.

Our Customer Service Program:

• Consistently meets and exceeds the needs and expectations of our health plan members and contracted providers
• Ensures compliance with relevant statutory and health plan requirements
• Maximize customer satisfaction through our customized programs
• 24/7/365 availability
• Dynamic and flexible reporting capabilities

With one-point-of-contact, Coastal simplifies Care Coordination for members and discharge planners. Coastal’ s team ensures patients receive the best, most effective and cost-efficient services in the home setting.

Our Care Coordination Program includes:

• pre-approval
• case management
• concurrent and retrospective review
• discharge planning

Coastal’ s unmatched record for seamlessly coordinating pharmacy services in the home for Health Plan members is achieved through our strong, long-standing partnership with national Pharmacy vendors. Through our partnerships, Coastal coordinates all in-home pharmacy services for Health Plan members.

Some services Coastal offers through the Home Infusion/Pharmacy Program include:

• Home Infusion
• Chemotherapy
• Total Parenteral Nutrition
• Immune Globulin Therapy
• Injectables
• Drug Replacement Program

Coastal’ s national vendors are capable of:

• Providing services without the use of 1st Dose pharmacies
• 24/7/365 on-call support for patients and discharge planners
• Providing individualized member education

Coastal’ s comprehensive network of DME and Medical Supplies providers offer multiple brands to our Health Plan partners. Our experience goes beyond our Provider Network. Coastal’ s Leadership Team’s longstanding experience in owning and operating a JCAHO accredited DME company for over 35 years, gives us an edge in providing and coordinating the highest quality services.

Some services Coastal offers under the Durable Medical Equipment/Medical Supplies Program include:

• Wheelchairs
• Oxygen
• CPAP
• Ambulatory Aides
• Hospital Beds
• Power Operated Vehicles
• Ostomy Supplies
• Incontinence Supplies
• Wound Care Supplies
• Respiratory Devices
• Diabetic Supplies

Coastal provides best in class support to its Health Plan partners in the following areas:

• Timely Coordination of Care
• Utilization Management
• Member Education
• Issue Resolution
• Finding the RIGHT fit for members
• 24/7 Availability to trained tenured staff
• Member Education
• Monitoring Member Adherence
• Reduction in Fraud Waste and Abuse (FWA)

Coastal’ s tenured team works closely with members, caregivers, physicians and Health Plans to help our members recover and regain their independence.

Some services Coastal offers under the Home Health Program include:

• Skilled Nursing
• High-Tech Nursing (Home Infusion)
• Wound Care Program
• Physical Therapy
• Occupational Therapy
• Speech Therapy
• Social Worker
• Home Care Aide
• Patient Education & Training
• Medication Management

Coastal provides unparalleled support to its Health Plan partners in the following areas:

• Timely Coordination of Care
• Significantly reduces Home Health visits
• Reduces Hospital Readmissions
• Utilization Management
• Member Education
• Issue Resolution
• Finding the RIGHT fit for members
• 24/7 Availability to trained tenured staff
• Member Education
• Monitoring Member Adherence with plan of care

Coastal delivers an Integrated Health Solution that addresses the need for a more effective approach to continuing patient care at home.

Our approach focuses primarily on:

• Coordinating Care across the full episode of care; Facility to Home
• Patient and Caregiver education about the Plan of Care and success factors
• Accountability throughout the care continuum

With our experience in the managed care and provider arena, we have developed an innovative Transition of Care Program that addresses all the following causes for readmissions:

• Poor Accountability for Patient Follow-up
• Lack of Coordination with Physician Follow-up
• Insufficient Patient Education
• Inadequate IT systems to Track Patient Care
• Lack of Preventive Care and Patient Monitoring
• Medication Errors
• Poor Communication with Patient, Caregivers, and Physicians