United Concordia Companies Inc. and its subsidiaries collectively referred to as United Concordia Dental proudly deliver dental solutions focused on healthier mouths for healthier lives. Based in Camp Hill, Pennsylvania, the dental solutions partner has licensed entities in all 50 states, the District of Columbia, Puerto Rico, and Guam, and offers the marketplace more than 50 years of experience. United Concordia is a subsidiary of Highmark Inc.
Drawing on market-leading research, United Concordia Dental is building innovative dental solutions that reinforce the important role oral health plays in total health, while delivering access to high-quality, cost-effective dental care.
As a founding member of the Harvard Initiative on Integrating Oral Health and Medicine, United Concordia is helping foster a discussion to identify strategies that improve oral and total health. Chief Dental Officer Quinn Dufurrena, D.D.S., J.D., and Dr. Roosevelt Allen, government dental officer, serve on the Dean's Advisory Board at the Harvard School of Dental Medicine.
In 2021, United Concordia embraced intelligent technology solutions that make it easier to connect customers with the information they want and need. United Concordia’s continual investment in its platforms, applications, and tools is another example of its commitment to meet the unique oral and overall health needs of those served by the dental solutions partner.
As a responsible corporate citizen, United Concordia has provided $20 million in free dental care to more than 25,000 uninsured and underinsured adults and children since 2019. In 2021, more than $140,000 was donated to community organizations and food banks where it does business. Additionally, the newly established United Concordia Dental Charitable Fund committed more than $1.8 million in funding throughout the U.S. in 2021 to help serve the health care needs of the community.
Investing in technology to help enhance oral and overall health
Delivering a remarkable experience means having the right technology in place that connects customers with the information they want and need. That's why United Concordia Dental is embracing intelligent technology solutions to meet the unique oral and overall health needs of its customers.
Launching the redesigned UnitedConcordia.com website in 2021 was a big step in helping customers better understand their dental benefits. With a responsive, mobile-friendly layout and an intuitive and bold design, the new website is easier to navigate, offers expanded tools to enhance oral care, and provides a personalized experience for visitors.
Another improvement involved simplifying United Concordia's dental Explanation of Benefits (EOB) statement to help members cut through the jargon and better comprehend their dental coverage. The new design uses color and an easy-to-understand format to highlight the information valued most by members.
A critical part of meeting the changing needs of customers is identifying how smart technology solutions can increase efficiency and enhance engagement. Over the past year, United Concordia has made major strides when it comes to artificial intelligence and is looking at how the adjudication process can be simplified for customer claims.
Additionally, United Concordia partnered with benefit administrator platform, Employee Navigator, to make it easier for producers to offer multiple types of coverage and for employers to transmit enrollment and benefit information.
"Changing health care and improving total health means making our customer experience remarkable," said Donna Hunter, vice president, Strategic Business Development, United Concordia Dental. "And making our customer experience remarkable means simpler processes and interactions that create a world where everyone embraces health."
Creating remarkable customer experiences at United Concordia Dental [Video]
Read the transcript
[Donna Hunter, vice president, Strategic Business Development, United Concordia Dental:] Changing health care and improving total health means making our customer experience remarkable. And making our customer experience remarkable at United Concordia Dental means simpler processes and interactions that create a world where everyone embraces health.
Along the customer journey, there are multiple touchpoints where employers, brokers, dentists, partners, and members interact with us. We continuously invest and improve these touchpoints, which can mean making resources and tools faster to find or use, easier to access, or clearer to understand.
Artificial Intelligence and dental claims review: A more predictable consumer experience [article]
United Concordia Dental's network includes over 125,000 unique dentists across more than 392,000 access points. As of January 2022, the dental solutions partner has 9.3 million members and more than 22,000 commercial clients.
In 2021, United Concordia Dental was awarded a seven-year contract to continue dental benefits administration for the TRICARE Active Duty Dental Program (ADDP), which serves 1.4 million eligible active-duty service members. Additionally, it proudly serves more than 1.8 million active-duty family members, and National Guard and Reserve members and their families, enrolled in the TRICARE Dental Program (TDP).
United Concordia Dental works collaboratively with 15 Blues partners in 23 service areas and eight non-Blues partners, providing a wide variety of dental solutions from network leasing to TPA services, etc. to meet their needs and support their growth.
Spotlight: A Remarkable Customer Experience
“Changing health care and improving total health means making our customer experience remarkable, and making our customer experience remarkable means simpler processes and interactions that create a world where everyone embraces health.”