Worcester Business Journal

W o r c e s t e r 3 0 0 : C i t y o f I n n o v a t o r s 101 F or more than 30 years, AllWays Health Partners has provided high- quality health insurance to large and small businesses in Massachusetts. Founded to serve local communities, municipal employees, and underserved workers—AllWays has grown over the past four decades by consistently taking a patient- focused approach to care. AllWays built their plans on a foundation that's strengthened by collaboration with the doctors in their network—and comprehensive care that encompasses medical, prescription, and behavioral health coverage. Today, people are focused on whole health and wellness. AllWays pioneered these concepts from the beginning with innovative care management and behavioral health benefits that address the evolving needs of the communities they serve. e AllWays people-first approach to innovation includes their Care Complement and pediatric care benefits. Care Complement benefits remove barriers to care by eliminating cost-sharing for treatments—like physical and occupational therapy—that help members manage chronic conditions and pain. Similarly, the pediatric care offering is a parent and wallet-friendly benefit that covers the first three sick PCP visits and three behavioral health visits for members age 18 and younger at no member cost-sharing, per benefit period. ese benefits are available with plans for both large and small employers. "e pediatric benefit is wonderful because it reduces some of the stress when a child gets sick. At that point, the last thing a parent needs to worry about is cost, and we'd never want cost to be a barrier to access," said Paul Connor, an AllWays Account Executive, who hails from the Worcester area. "And we've been excited about the success of Care Complement. e majority of our new accounts choose to offer this fantastic enhancement to their employees. " Ask anyone at AllWays about their secret to a great member experience, and they'll answer, "customer service." e AllWays customer service team is local, so they're very effective at helping members use their Massachusetts-based health plan. "We have a really high first call resolution rate," commented Director of Customer Service Jonathan Biron. "All of our customer service professionals are very compassionate, and they understand that getting an answer right away is important when you're in the process of seeking care. We have an extensive training program and ongoing professional development to help ensure that our team knows insurance and our plans so they can provide members with the most useful information." Jennifer St. omas, Senior Vice President of Sales, elaborated on this point. "e people at AllWays truly care about each and every member; that shows up in everything we do and the innovations we bring to our customers. It goes beyond the underwriting and the operations. It's something you can't manufacture because it has to come from the heart." n ALLWAYS HEALTH PARTNERS: At AllWays Health Partners, your health is everything to us. 399 Revolution Drive, Somerville, MA 02145 866.414.5533 allwayshealthpartners.org Steve Tringale, President Year Founded: 1986 "e people at AllWays truly care about each and every member; that shows up in everything we do and the innovations we bring to our customers. It goes beyond the underwriting and the operations. It's something you can't manufacture because it has to come from the heart." S P O N S O R E D P R O F I L E S

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