Award Category: Most Outstanding Plan Management
The Most Outstanding Plan Management Award celebrates an organisation who delivers outstanding customer service and ensures their Participants receive maximum benefit from their funding.
Finalist Details
HiCom Care Plan Management offers a comprehensive approach to client support and engagement. Their intake process involves connecting with clients through phone, text or email to ensure the client is comfortable and have all their questions answered. Ongoing support includes monitoring plan usage and budget, with follow-ups if the plan has not been used for three, six or twelve months. They proactively check in when budget levels reach 50%, 30% or 10%, handle invoice issues and assist with provider changes.
HiCom Care provides various touch points, including social media channels to share updates and host live Q&A sessions, personalised phone support and regular check-ins, tailored email content, and their app, which offers plan tracking and mobile support. Communication also extends to in-person events such as webinars, expos and community gatherings. They host interactive livestreams, offer consultations and send SMS alerts to keep clients informed.
HiCom Care ensures same-day reimbursement and process payments within three days to maintain financial stability. With extended availability, HiCom Care is responsive to diverse client needs. Their focus on supporting the Vietnamese community, understanding language and cultural barriers, is highlighted through testimonials that speak to their commitment to providing meaningful assistance beyond typical plan management.
