Delta Dental Annual Report 2010 - 8

Lynn Pyle, Marketing Sisca Hall, Finance Phil Doveikis, Marketing

perspective
“The Delta Dental difference that sets them apart from other organizations is the people who work there. Whether it’s our account manager or any of the supporting cast who handle claims, eligibility or customer service, you can always count on Delta Dental employees to provide service beyond what you expect.” - Joseph Sander, Director of Benefits Administration, Laclede Gas All of these connections are nurtured and sustained through a company-wide commitment to share information and resources that further our mission to improve oral health in our community. Personal conversations, newsletters, participation in employer and community health-related events, and a website that publishes Delta Dental of Missouri events and wellness information round out our 360 degrees of service.

Client

customers tell us that they are satisfied 98.7 percent of the time with our service. Yet we constantly seek input to create experiences that will delight our customers even more. We back our passion with a comprehensive “Guarantee of Service Excellence” that establishes criteria for performance standards. If any goal is missed, we stand by our commitments and compensate the client financially according to the guarantee. Goals include prompt and accurate issuance of ID cards, smooth implementation of services, fast response time on client and member requests, and accurate claims processing.

Driven by new technologies
Technology has become the platform for delivering service, while our staff and employees make each customer experience personal. Their ability to exceed expectations is elevated by the innovations we make in technology, progress that is often invisible to the customer. Our technology applications focus

Measured by quality performance standards
We are passionate about superior service for every customer at every point of contact. Our culture encourages, supports and rewards excellence. Our sales, service and claims administration consistently meet and exceed the expectations of our clients and members. We ask regularly, and our

perspective
“A dental office is a small business, and Delta Dental helps us maintain quality standards and efficient operations. We need three things: quick payments for our claims, regularly updated fee schedules and a solid network of specialists when we have patients to refer. Delta Dental provides everything we need.” - Paul Pence, DMD, Ladue Family Dental, St. Louis, MO

Provider

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Delta Dental Annual Report 2010

Table of Contents for the Digital Edition of Delta Dental Annual Report 2010

Delta Dental Annual Report 2010
Letter from the Board Chair and the President
Understanding Health Care Reform
Perspectives on Leadership
Common Ground through Service Excellence
Internal Focus on Organizational Health
External Focus on Healthy Communities
The Final Perspective: Growth & Stability
A Few More Numbers for Delta Dental of Missouri
A Quick Perspective on 2010
2010 Board of Directors
Delta Dental Annual Report 2010 - Delta Dental Annual Report 2010
Delta Dental Annual Report 2010 - Letter from the Board Chair and the President
Delta Dental Annual Report 2010 - Understanding Health Care Reform
Delta Dental Annual Report 2010 - Perspectives on Leadership
Delta Dental Annual Report 2010 - 5
Delta Dental Annual Report 2010 - Common Ground through Service Excellence
Delta Dental Annual Report 2010 - 7
Delta Dental Annual Report 2010 - 8
Delta Dental Annual Report 2010 - 9
Delta Dental Annual Report 2010 - Internal Focus on Organizational Health
Delta Dental Annual Report 2010 - 11
Delta Dental Annual Report 2010 - External Focus on Healthy Communities
Delta Dental Annual Report 2010 - 13
Delta Dental Annual Report 2010 - 14
Delta Dental Annual Report 2010 - 15
Delta Dental Annual Report 2010 - The Final Perspective: Growth & Stability
Delta Dental Annual Report 2010 - A Quick Perspective on 2010
Delta Dental Annual Report 2010 - 18
Delta Dental Annual Report 2010 - 2010 Board of Directors
Delta Dental Annual Report 2010 - 20
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