Pathways Concierge

MedWatch provides a member focused “single point of contact” concierge service that captures the high volume of member and/or provider calls to answer their questions regarding benefit plans, claims and balance billing, steerage to high quality healthcare providers/facilities, medical/surgical procedures, prescriptions and more. It bridges the crucial gap between benefits & care, provider & patient, hospital & home for plan members. Our integrated platform allows the concierge team to access member information, use industry tools that engage the member at the beginning of their medical journey and remain proactively involved throughout the process providing responsive, expert support and advocacy to the patient, their caregivers and family.

Received via Email – Plan Member

“I want you to know how much I appreciated the excellent service Lucie provided on Friday (3/29), when I called for a much-needed explanation and understanding of my copays and deductibles. Her genuine desire to ensure that she answered every question in detail, and I had many, coupled with a deep knowledge of the plan's requirements made that call so much better than expected. After speaking with Lucie, I can honestly say that I have a true understanding of my benefits and responsibilities. I also now know that next year we will need to select a different plan to meet our needs.

While I thanked her on Friday, please feel free to share this message with her and your team. It is obvious that your organization places a high priority on customer service and sincerely values its members. You also have my consent to share this in any manner that supports your business. Much appreciation for a job well done.”

Received via Voicemail – Plan Member

“I was calling to complement Rhonda. She’s been a great support today. From the time I called her, she has been on top of our case and I truly, truly appreciate what she has done for us. Rhonda called back and spoke to the hospital with me in order to straighten everything out. She was remarkable. In this day and age, to find good employees like Rhonda, that go out of their way to service their clients, is exceptional, and I truly appreciate it. Thank you Rhonda!”

Received via Email – HR Manager, Employer Group

“I can’t thank you and your team enough for the quick action in processing our urgent in-patient stay. As you know, situations like these are very stressful and emotional for all involved.  The professionalism and partnership we experienced with the MedWatch team today was exceptional and we felt like a VIP customer!!!”

Received via Email – Plan Member

“I wanted to reach out to you to let you know my experience with one of your employees, Angel. Angel truly has in fact, been my angel. He has gone far and above to help me out and answer all the questions I had when I ran into some hurdles with my medical coverage. Not only myself, but my husband as well, have had such amazing experiences with Angel. He truly is a compassionate and caring individual!  He always follows through with any items that need further attention and I can’t say enough good things about him! I wanted to have him recognized as providing superior customer service and going above and beyond the call of service!!  It is always a great pleasure to work with him. Thank you all for your amazing customer care and service during the major health issues we have had to face this year!!  THANK YOU ANGEL!”

Received via Email – Plan Member

“My name is Xxxxxx Xxxxxx and our health plan is administered by Xxxxxxxx Benefits. I wanted to let you know that I enjoy talking to Mr. Angel Suarez (Angel is part of the MedWatch Pathways Concierge Team) and every time I call he provides excellent customer service. He always goes above and beyond to resolve all of my issues. He’s a valuable asset to Xxxxxxx Benefits and to MedWatch. I appreciate him a lot.