Capital District Health Insurer Opens First Local “Customer Connect” Office in Hospital

The Capital District Physicians Health Plan (CDPHP), a nonprofit insurer in the Capital District and eastern part of New York State, has opened its first customer assistance office in a hospital at Schenectady’s Ellis Hospital.  The office called Customer Connect is the kind of program that consumer advocates have been hoping to see as health care is being transformed to be more patient centered.  The office will have several staff on hand to assist patients with insurance questions, medication management, facilitating transportation to follow up medical appointments and coordination with primary care physicians.    Dr. John Bennett, CEO of CDPHP, said that the goal is “to improve the patient care experience”  and to have “satisfied members and satisfied patients.”

Senior and health consumer advocates have been supportive of programs like community patient navigators who would perform similar functions outside the hospital. Advocates and service providers want to be involved and coordinate post hospital care to help reduce hospital re-admissions.  Hospital and health providers have emphasized in recent years that “social determinants of health” such as transportation, housing and nutrition, have a great impact on the ability of patients, especially the poor and elderly, to successfully follow improve their health status after an illness.

CDPHP is looking to establish similar programs with the two major hospitals and health system in the City of Albany, Albany Medical Center and St. Peters.

Published by

gny53

I have been a senior advocate for most of my career. I was Executive Director of the New York StateWide Senior Action Council and the New York State Alliance for Retired Americans. In 2007-2010 I was the Director of the New York State Office for the Aging

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s