Articles
Benefits Managers Give Delta Dental High Marks
Delta Dental Receives 'AA-' Rating from Standard & Poor's for Fifth Consecutive Year
Cost Containment Report Released
Golf Outing Raises $62,000 for Special Olympics
What Do You Get When You Call Customer Service? A Friendly Voice, Empathy and Answers
Delta Dental Donates to Three Clinics
Captain Supertooth Begins Statewide Tour in February
Newsletters Also Available Online
New Issue of Wisdom Tooth Available Online
Do Your Employees Know About Delta Dental's Free Online Newsletter? Use the Flyer to Get the Word Out!
Delta Dental Employees Raise Funds to Fight Breast Cancer
Oral Health Info for Your Employees

Benefits Managers Give Delta Dental High Marks

We are pleased to report that Delta Dental continues to receive high overall ratings from benefits managers. In the 2004 Benefits Managers' Satisfaction Survey, nearly 9 in 10 benefits managers reported being "extremely satisfied" or "very satisfied" with Delta Dental. Ninety-five percent of you would recommend Delta Dental to other administrators.

Brownstone Information Resources, Inc., an independent market research firm in Morristown, New Jersey, conducted telephone interviews with 250 benefits managers selected at random in August. 

How Benefits Managers Rated Our Performance in 2004

86% - Percentage who are "Extremely" or "Very Satisfied" with Delta Dental
95% - Percentage who would recommend Delta Dental to other administrators
82% - Percentage who said Delta Dental performs "extremely" or "very well" at processing claims accurately
81% - Percentage who said Delta Dental performs "extremely" or "very well" at processing claims quickly
80% - Percentage who said Delta Dental performs "extremely" or "very well" at allowing employees/members to choose their own dentist
76% - Percentage who said Delta Dental performs "extremely" or "very well" at having Customer Service agents who are knowledgeable
79% - Percentage who said Delta Dental performs "extremely" or "very well" at having Customer Service agents who are courteous/pleasant/empathetic
84% - Percentage who said Delta Dental performs "extremely" or "very well" at processing eligibility changes, additions, deletions accurately
83% - Percentage who said Delta Dental performs "extremely" or "very well" at processing eligibility changes, additions, deletions quickly

Additional findings:

• More benefits managers than ever have Internet access at work. Two years ago, 8 in 10 used the Internet at work; today it's up to 9 in 10. Nearly two-thirds know that you can report eligibility changes, additions and terminations online. (Delta Dental offers this capability through our Web site at www.deltadentalnj.com; click Employers.)
• Benefits managers believe employees are also satisfied with Delta Dental. Three-quarters said your employees are "extremely" or "very happy" overall.
• Most benefits managers spend less than one hour per week assisting employees with Delta Dental claims or problems. Nearly 90% spend less than one hour a week assisting employees with Delta Dental issues. More than 9 in 10 said this was about the right amount of time or less time than expected.

The mission of Delta Dental Plan of New Jersey is "to promote oral health to the greatest number of people by providing accessible dental benefit programs of the highest quality, service, and value." The annual survey helps ensure that we continue to serve our customers to the high standards set by our mission.

Delta Dental Receives 'AA-' Rating from Standard & Poor's for Fifth Consecutive Year

Standard & Poor's (S&P) recently affirmed Delta Dental Plan of New Jersey's 'AA-' counterparty credit and financial strength ratings for the fifth consecutive year. The company's capital position, earnings and business position were cited as the major rating factors.

Delta Dental's continued high ratings are especially meaningful in the context of a challenging economy. The company has maintained a superior level of capital adequacy, which provides both flexibility and growth opportunities. Earnings, which increased 50 percent from the previous year, came from a balance of underwriting gains and investment income. 

"The brokers and consultants we work with feel confident when offering Delta Dental to their clients because of our financial strength and stability," said president and CEO Walter VanBrunt. "We have been operating in New Jersey for 35 years, and some of our sister Delta Dental Plans have been around for 50 years. We are proud of the fact that Delta Dental Plan of New Jersey remains one of the most highly rated dental plans in the country." 

In addition to the economic assessment, Delta Dental was also evaluated on its business position. It received a ranking of "good" based on a variety of factors including size, market share and competition. The company is the largest provider of group dental benefits in New Jersey and has the largest network in the state. Furthermore, through its access to the Delta Dental Plans Association's national network, Delta Dental also offers access to the largest dental network in the country. 

"As a single-line carrier, our expertise remains focused on offering the best quality dental benefits to our clients," said VanBrunt. 

Studies show that dental coverage continues to be a popular benefit among employees, ranking second only to medical benefits. A properly designed benefits plan has the potential to positively impact the retention of valued staff. Delta Dental is able to offer a variety of programs that make it easy, affordable and convenient for employers to provide comprehensive dental benefits through a strong commitment to innovation and cost-sharing arrangements, and business partnerships with sister Delta Dental Plans. 

"Delta Dental's mission is to promote oral health to the greatest number of people by providing accessible dental benefit programs of the highest quality, service and value," said VanBrunt. "Continued strong S&P ratings affirm that we are a sound company to do business with."

Cost Containment Report Released

Delta Dental saved groups an estimated more than $165 million in 2003, thanks to our cost containment measures. These efforts enable groups to manage their expenses wisely while providing Delta Dental's excellent dental benefits programs to their employees.

Savings were achieved in the following areas:

• In-Network Savings - Reduction of billed charges to reflect the participating dentist's filed fee with Delta Dental, the maximum fee level approved for a DeltaPremier dentist, or the maximum charge approved under a PPO program. This represents savings from the utilization of network dentists.
• Contractual Limitations - Procedures denied due to generally accepted dental practice or specific contract limitations such as performance of a procedure in excess of a frequency limitation. It also includes reduction to payments due to Table of Allowance, reduction to the levels upon which payments of non-par dentists are based, and PPO tables (when non-PPO dentists are utilized).
• Eligibility Verification - Benefit denials for procedures rendered during a period of patient ineligibility under the plan.
• Non-Covered Services - Benefit denials for procedures excluded from coverage under the group program.
• Dentist Consultant Review - Procedures which are not supported by diagnostic records or within generally accepted standards of dental care based on direct review or payment policy established by Delta Dental's dental consultants. This includes procedures for which Delta Dental will provide a benefit allowance for an alternative procedure that is within the generally accepted standard of care given the diagnosis or treatment plan.
• Optional Services - Benefit denials or alternate benefit allowances for dental procedures that are considered optional and may be performed at the expense of the patient.
• Non-Billable Services - Procedures that are not chargeable to Delta Dental or billable to the patient. Such charges may include component costs of a more comprehensive procedure, which do not warrant a separate charge, and services denied as duplicate submissions.
• COB Savings - Claim dollars saved through the application of coordination of benefit policies in accordance with the group contract, including non-duplication COB reductions (where applicable) and an enforcement of order of benefit determination rules.

To view our complete "Cost Containment Report for 2003," visit our Web site at www.deltadentalnj.com and click on "Employers" and then "Cost Containment."

Golf Outing Raises $62,000 for Special Olympics

The Fourteenth Annual Delta Dental Classic, which took place in June at Fiddler's Elbow Country Club, raised $62,000 for Special Olympics New Jersey (SONJ). The Delta Dental Classic, which began in 1991, has raised more than $472,000 for SONJ.

SONJ is dedicated to empowering individuals with mental disabilities to become physically fit, productive and respected members of society through sports training and competition.

Contest winners include:
1st Place Low Gross (Women): Cathy Easton
1st Place Low Gross (Men): Jim Schulz 
1st Place Gross Team: Dr. A. Pellegrini, Jim Schulz, Dr. Tom Morgenstern, Dr. Joel Leizer 

Special thanks to all of our participants and sponsors. Delta Dental continues to look to new sponsors to support this outing. Additional sponsorships enable Delta Dental to donate more of the proceeds from the outing to SONJ. If interested in a sponsorship opportunity, please contact Jennifer Appaluccio at (973) 285-4059, or e-mail her at jappaluccio@deltadentalnj.com. 

Sidebar: Mark that Date!
The Fifteenth Annual Delta Dental Golf Classic will take place on June 22, 2005, at Fiddler's Elbow Country Club in Bedminster, New Jersey. The golf classic benefits Special Olympics New Jersey. More details will follow shortly.

What Do You Get When You Call Customer Service? A Friendly Voice, Empathy and Answers

For dental offices and subscribers, our Customer Service agents are the voice of Delta Dental. "We're often the first contact people have with Delta Dental," says Lori Acker, assistant vice president, Customer Service. "We want it to be a great experience."

Thousands of calls come into Delta Dental's call center each weekday. Despite the volume, agents work hard to treat each call as if it were the day's first and only one. "We believe it's more important to make sure people get the attention and information they need than to rush them off the phone," says Acker.

Most Customer Service agents join Delta Dental with previous call center and insurance experience. During their five-week training, they learn about dental benefits, and Delta Dental's philosophy of customer service. "Our role is to be here to answer customer questions," says Acker. "We've got to make sure our agents have the right tools and the right training so callers don't wait to get their questions answered."

New agent training includes "double-jacking," where trainer-trainee pairs answer customer calls together. Trainees test their skills in real-life situations, while having experienced agents ready to jump in if necessary. Once Customer Service agents begin handling calls, a veteran agent shadows them to help them navigate around stumbling blocks.

Training is ongoing. After six months, every new agent receives another 24 hours of side-by-side training. Agents also receive training in claims processing and adjustments. All Customer Service agents receive an additional 10 hours of training each quarter.

The department recently restructured to make it easier to provide professional development. Several team leaders now provide ongoing agent coaching, to help agents achieve higher levels on key performance indicators (KPIs). KPIs are skills on which agents are routinely measured and impact customer service performance. They include customer service skills, schedule adherence (the amount of time an agent is available to take calls), and claims accuracy, among others. Agents who receive one-on-one coaching have boosted their KPI scores significantly, says Acker.

Delta Dental's retention rate for Customer Service agents is higher than the industry average. The agents combine their training knowledge with experience to help customers. In Delta Dental's annual surveys of benefits administrators and subscribers, Customer Service receives consistently high satisfaction scores. Acker says agents constantly strive to improve their scores. One important measurement is the average speed of answer (ASA). The department has exceeded its ASA goal in 2004.

Another measure is the abandon rate - the percentage of callers that hang up before an agent can answer. Customer Service has also exceeded its abandon rate goals in 2004. 
Acker often receives letters from subscribers who describe how Customer Service agents helped them. Agents take responsibility for finding a solution for callers. It's not unusual for agents to resolve enrollment problems, call a dentist's office, or make a special check request to help resolve an issue.

"We go the extra mile for customers," says Acker. "Our agents care about what they do." 

Sidebar: How Delta Dental Provides 24/7 Service
Delta Dental's Customer Service agents answer calls Monday through Thursday from 8 a.m. to 6:30 p.m. EST, and 8 a.m. to 5 p.m. on Friday. In addition, our Voice Response System (VRS) and online Benefits Connection provide self-service answers to most questions 24 hours a day, seven days a week. The VRS, which is accessed by calling Customer Service, provides automated answers to many subscriber and dentist questions, including claims payment information such as deductible, payment made by subscriber, Delta Dental payment, check number, coordination of benefits and whether the maximum has been reached. The online Benefits Connection, which is accessed through our Web site at www.deltadentalnj.com, has everything that the VRS includes, as well as additional detailed information regarding claims payment, all in an easy-to-read and print-friendly format.

Delta Dental Donates to Three Clinics

In an ongoing effort to positively impact the state's oral health, Delta Dental Plan of New Jersey Foundation, Inc. recently made donations to the Ocean Health Initiatives clinic in Lakewood, NJ, the Dover Community Clinic in Dover, NJ, and the Northwest New Jersey Dental Coalition's UMDNJ (University of Medicine and Dentistry of New Jersey) Dental Center in Newton, NJ.

Ocean Health Initiatives
Delta Dental's grants have supported the clinic since 2001.

In addition to offering dental care, Ocean Health Initiatives provides adult internal medicine, pediatric and OB-GYN services to thousands of people, ranging from newborns to seniors, who are otherwise unable to afford a visit to the doctor or dentist. The clinic also recently expanded its services to include behavioral health and podiatry care.

"Ocean Health Initiatives is such a valuable resource for this community. It is exactly the type of organization that our Foundation looks to support because they make a difference in so many lives each and every day," said Diane Belle, vice president, Delta Dental Plan of New Jersey Foundation, Inc.

Several Ocean Health Initiatives staff members are bilingual, which is helpful for the significant number of Hispanic patients who rely on the clinic. Its downtown location also makes the clinic accessible for patients without a car or the means to afford public transportation.

Ocean Health Initiatives was originally part of the Kimball Medical Center, an acute care hospital serving Ocean County, until cuts in Medicaid and Medicare prompted directors to research alternatives. "We decided that we could expand our services and reach even more individuals by becoming a federally funded independent clinic," said Dr. Theresa Berger, executive director. In December 2003, the clinic began to operate independently, and in March 2003 it received federally qualified health center status.

"Government funding, as well as the corporate support we receive from companies such as Delta Dental, has allowed us to increase our hours, offer new services and receive enhanced reimbursements to help more patients get the medical attention they need," Dr. Berger said.

Dover Community Clinic 
The clinic provides low cost, high quality, culturally and linguistically appropriate medical and dental care to low-income families in Morris County and surrounding areas. Delta Dental's grant will be used specifically to support the clinic's dental initiatives.

The Dover Community Clinic was founded in April 1990 by Dr. Bob and Kay Zufall to provide primary care services. Today the staff is comprised of retired specialists in a variety of fields including urology, cardiology, ophthalmology and oral surgery. The staff dentist, who saw close to 1,250 patients last year, is on site about three days a week. Several staff members are bilingual, which is helpful for the largely Hispanic patient population. 

"Delta Dental strives to increase access to care and improve oral health throughout the state," said Walter VanBrunt, vice president, Delta Dental Plan of New Jersey Foundation, Inc. "We support the Dover Clinic's outreach to this community and continue to provide financial assistance to ensure the continuation of the valuable services they deliver."

The biggest challenge the clinic faced early on was cancellations and "no-shows," until it began attaching a modest fee to their services. Patients are asked to make a contribution, based on a sliding scale according to ability, at the time they make their appointment. This helps the clinic to meet its goal of providing care and access to those who need it. 

According to Kay Zufall, who serves as clinic administrator, "We offer traditional preventive dental services, but many low-income families don't seek dental care unless something actually hurts. We can do dentures, root canals, crowns, and oral surgery by referral. But part of our mission is to educate patients about the importance regular dental care plays in their overall health."

The clinic currently sees low-income patients from Dover, Morristown, Parsippany, Randolph and Rockaway. The clinic sometimes receives inquiries from patients outside the county. When that happens, staff members usually assist that individual in finding a clinic that's closer to home. The goal is not to take private patients away from practicing dentists, but rather to offer services to those who would otherwise go without care because they cannot afford it.

Zufall says that the clinic recently began working with the Wharton school system to focus efforts on treating children. The school nurse will do preliminary screenings and make referrals to the clinic based on individual need. The clinic hopes to expand this service to other local areas.

Newton Dental Clinic 
The grant will be used to support the continuation of preventive and restorative dental care for those in Sussex and Warren counties who are uninsured or rely on Medicaid for health care. Delta Dental's funds will be used to defray operating costs of the program and to provide services directly to patients.

Currently, there appears to be only one dentist in Sussex County and very few in Warren County who will accept Medicaid patients. According to NORWESCAP Perspectives of Low Income People in Northwest New Jersey, there are approximately 5,900 Sussex County residents and 6,700 Warren County residents who are below 100 percent of the poverty guideline ($17,650 for a family of four). Approximately 27% of Sussex County low-income residents and 38% of Warren County low-income residents cited dental care as an unmet need.

"It is part of our mission to support organizations that directly impact the oral health of underserved populations in New Jersey," said VanBrunt. "The Newton Clinic is a wonderful resource for families who are otherwise unable to afford adequate dental care."

Patients are referred to the UMDNJ Dental Center in Newton by a number of sources, including the Bureau of Social Services; NORWESCAP; school nurses; Domestic Abuse Services, Inc.; the Division of Aging and more.

"There is a dire need in this community for the dental services our clinic provides," explained Deb Fisher, president of the Board of Directors for the Northwest New Jersey Dental Coalition. "We are fortunate to have a wonderful, state-of-the-art facility, but we rely on the support of organizations like Delta Dental to keep our doors open and provide access to dentists for those in need."

Captain Supertooth Begins Statewide Tour in February

Delta Dental's Captain Supertooth rides again! Each year in February - throughout National Children's Dental Health Month - the caped superhero of dental hygiene visits school children to promote the importance of early preventive dental care and teach them proper oral care. In addition, Captain Supertooth made 14 appearances in October 2004.

The Captain Supertooth program is part of Delta Dental's ongoing initiative to spread the word that oral health is vital for good overall health.

Captain Supertooth visits schools armed with a larger-than-life-sized toothbrush and other fun props. During the 20-minute program, the Captain shares helpful "teeth" tips, such as using toothpaste in a pea-sized amount on a soft-bristled toothbrush, remembering "don't rush when you brush" by brushing for at least one minute, eating a balanced diet, and visiting their dentist for regular check-ups. The program is geared for children in kindergarten through second grade, and is provided by Delta Dental as a free public service.

Since the program began in 1990, Captain Supertooth has instructed nearly 41,000 schoolchildren about proper dental care. Captain Supertooth programs will take place at 30 schools in February.
Because of the high demand for this program, there is a waiting list. For more information, call Delta Dental at (973) 285-4059.

Newsletters Also Available Online

Current and past issues of Newsletters are available on Delta Dental's Web site, at www.deltadentalnj.com; click "Employers." Every issue since September 1999 is available.

New Issue of Wisdom Tooth Available Online

The latest edition of Wisdom Tooth is now available online. Wisdom Tooth is published quarterly for teachers, school nurses and others interested in educating children about dental health. 

Although Wisdom Tooth is written primarily for educators, online subscriptions are available to anyone. Subscriptions are free. 

Stories in this issue of Wisdom Tooth include:

• How ancient teeth are providing new clues about dinosaurs and Neanderthal man;
• How lost permanent teeth may someday be regenerated through tissue engineering;
• A dentist/explorer who travels to the Arctic to study the narwhal, a whale with a unicorn-like tooth;
• Facts about early childhood caries;
• How Koko, the gorilla who uses sign language, recently communicated that she had a toothache;
• And more.

To subscribe, go to www.deltadentalnj.com and click on "Kid's Club" at the bottom of the home page. Then enter your e-mail address in the "Wisdom Tooth" subscription box. You may unsubscribe to Wisdom Tooth at any time.

Also, please be assured that we do not sell, rent, or disclose e-mail addresses to third parties. Therefore, subscribers will not receive unsolicited e-mail ("spam") as a result of subscribing to Wisdom Tooth.

Do Your Employees Know About Delta Dental's Free Online Newsletter? Use the Flyer to Get the Word Out!

Subscriber News is a free monthly publication for all Delta Dental subscribers. Each issue is delivered to their e-mail box and features information about how subscribers can make the most of their Delta Dental benefits. Subscriber News covers everything from how to find a participating dentist to where to get detailed explanations about their family's benefits, and much more. 

One way to communicate to employees about this free newsletter is with a flyer. Delta Dental created the layout for one, which is inside this issue and is designed for easy photocopying. All you need to do is photocopy and post on bulletin boards, or distribute through interoffice mail. 

If you would like an electronic copy of this flyer, please e-mail dbelle@deltadentalnj.com. 

Subscriber News headlines are delivered to readers' e-mail inboxes each month. Readers can just click the link to read the full story. You and your employees will be happy to know that Delta Dental does not sell, rent, or disclose e-mail addresses to third parties. Subscribers will not receive unsolicited e-mail, or "spam," as a result of their subscription.

Delta Dental Employees Raise Funds to Fight Breast Cancer

Nineteen Delta Dental employees, plus their friends and families, participated in the Making Strides Against Breast Cancer fundraising walkathon on Sunday, October 17, in Parsippany, New Jersey. The team raised $3,113 for the American Cancer Society. Delta Dental contributed an additional $3,000 to the fight against breast cancer.

Breast cancer is the leading type of cancer in women. A woman has a one in seven chance of developing breast cancer during her lifetime, according to the American Cancer Society. Survival rates have increased steadily since the mid-1970s, thanks in part to research conducted by the American Cancer Society and other organizations.

Congratulations to our walkers, and to all those who contributed to this worthy cause.

Oral Health Info for Your Employees

Several benefits managers recently have asked us where they could find oral health information to share with their employees. Our Web site, at www.deltadentalnj.com, includes several sources for oral health news.

• Subscriber News, our monthly online newsletter for subscribers, often features oral health information. Current and past issues are available by clicking "Subscribers" and either "Current Issue" or "Past Issues" in the Subscriber News box. You and your employees may also subscribe to Subscriber News, which is delivered to your e-mail inbox free each month.
• Our press releases often feature oral health information. All current and past press releases since 2000 are available by clicking "Our Company" in the left navigation bar, and then "Press Kit."
• Short oral health articles are available by clicking "Our Company" and then "Oral Health Info." Topics include descriptions of dental specialties and articles on dentistry for children, dental emergencies, periodontal disease, and more.

In addition, our Web site features a glossary of oral health and dental benefits terms, from Alternate Benefit to Xerostomia. Click "Glossary" in the left navigation bar.