PH Tech provides a call center staffed by experience, professional customer service representatives.  The PH Tech customer service department fields on average, 10,600 calls per month.  Call statistics such as hold times, abandonment rates, and number of calls answered within 30 seconds are monitored closely to determine appropriate staffing levels and call trends.  For the past 12 months, the abandonment rate was 2.5% and the average hold time was 26 seconds.  Over 90% of the calls are answered in 30 seconds or less. 

 Additionally, using our integrated phone and data systems, we are able to track and report the types of calls that are being made by your employees and plan members. This tracking allows us to identify areas where communication with the plan members can be clarified. 

 

Our Customer Service Representatives have completed education and awareness training for HIPAA security. You will find the customer service representatives that staff the call center to be highly knowledgeable, friendly and will always go the extra mile to provide excellent customer service.  The PH Tech call center hours are from 8:00 am to 5:00 pm PST. 

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