N A HGA .COM P. ( 8 0 0) 952-4 320 | F. (207 ) 6 47-4 5 69 Claims@NAHGA.com
OUT-OF-THIS-WORLD CLAIMS PROCESSING BY DOWN-TO-EARTH PEOPLE: AT NAHGA, STELLAR SERVICE IS NO ACCIDENT. NAHGA is a Third Party Administrator (TPA) that is nationally recognized for processing claims with a personal touch. While we value technology, we know that automation cannot take the place of a friendly voice and a personal connection with your adjuster. Others may say they care about every client, but at NAHGA, we demonstrate that with personal attention and timely, accurate service on every claim.
Jess Mcallister, Team Supervisor
S E RV I C E YO Uâ&#x20AC;&#x2122; LL LOVE . C LAI MS PROCESSI NG YOU CAN TRUST. At NAHGA, we offer the flexibility to meet all our clientsâ&#x20AC;&#x2122; insurance needs. We expertly handle hundreds of selfinsured accounts as well as traditional accounts. Also, we make it easy for any client to check the status of a claim 24/7/365 via our online claims processing system, WebQ. With NAHGA managing your claims, you can rest assured that your clients will be treated with respect, compassion, and concern. We are fully compliant with all HIPAA regulations in all interactions with clients, trainers and contacts. Picture to the right (L to R): Jen Park, Emily Dawicki, Jess Mcallister, Marney Chalmers, Tanya Bartlett, Buffy Blankenship 1.
" I LOVE BUI L DI NG R E L ATI O N SHI PS AND I VALUE A L L THE R E L ATI O N SHI PS I HAVE— W I T H B RO KERS, CARRIERS AN D P O L I CYHOLDERS .” — J E N PARK ,
OUR DEDI CATI ON TO SERVI CE TOUCHES EVERYONE WE SERVE . BROKERS At NAHGA, we do everything we can to make agents and brokers look good to their clients. That means returning phone calls promptly, taking personal service seriously, and resolving claims quickly and fairly.
C LAIM S O P ERATIO NS
CLIENTS NAHGA provides Third Party Administrator support services and claims processing for a variety of national clients including colleges and universities, sports leagues, day cares, and many other organizations: • NCAA, NJCAA, NAIA, NCCAA & Independent College Sports • College A&H Plans • Boys & Girls Camps • K-12 Student Insurance • Group Association Medical Plans • Daycare & Other Specialty Risk Programs • World Karting Association 2.
• Motocross Racing • Short Track Auto Racing • North American Boxing Federation • US Rollersports, US Racquetball, US Luge & Bobsled • Various National Television & Film Productions
WHAT MAKE S E V E RY NAHGA EMP LOY E E A STAR? SERVICE That’s our entire focus, 24/7/365.
CARRIERS We serve 11 of the nation’s premier writers of health and accident insurance because of our knowledge of their products, reputation for fairness, strong security measures, and anti-fraud training and procedures.
TEAM We work together to serve you.
ATTITUDE Always friendly and positive...just
what’s needed when someone is sick or hurt.
At NAHGA, we want athletic trainers to spend more time with athletes and less time filling out claims forms, so we’ve partnered with athletic injury software companies to provide a fast, efficient
RELATIONSHIPS We’re here for the long-term.
way for athletic trainers to submit a claim directly through their injury tracking system.
G R E AT S E RVIC E IS A M ATTER OF POLI CY. We’re proud of the service we provide to some of the most prestigious colleges, universities, and other programs throughout the country. We work hard to earn their trust and confidence. NAHGA’s Standards of Service (at right) ensure your satisfaction. The bottom line: NAHGA delivers on our promise to provide excellent customer service with prompt and accurate claim payments.
K EY PE R F OR M A N C E ME ASURES NAHGA’S NUMBERS ADD UP TO EXCELLENCE
F I N A N C I AL ACC U R ACY
C L AI MS P R O C E SS E D W I T H I N 3 0 DAYS
C L A I M S P R O C E SS E D W I T H I N 14 DAYS
C A L L S/E MA I L S R E T U R NE D W I T HI N O NE B U S I N E SS DAY
C L A I MS P R O C E SS I NG ACC U R ACY
STAN DA R DS O F SE RVIC E : √ We assign every client a personal adjuster to examine and release claims, along with a Customer Service Representative who is available to answer questions on the status of any claim. √ Our experienced team helps clients understand the complexities of the policies, and we work with them to get the information needed to complete their claim. √ Our friendly and courteous Customer Service Team is 100% US-based. √ We return all phone calls and emails within one business day. √ We employ the latest technology to provide 24/7 online access to all claim information, protected by advanced security measures. √ We are HIPAA compliant with strict guidelines for handling all PHI (Protected Health Information). √ We have adjusters licensed to serve clients in every state. √ Two locations ensure disaster recovery preparedness. √ We achieve cost containment through a robust repricing network. 5.
" W E TA KE CO MPLIANCE V ERY SERI O USLY IN H OW W E P R O C ESS CLAIMS, B AS E D O N THE GU IDELINES OF E AC H I N SUR ANCE CA R R I ER A N D EACH STAT E.” —TO M C H ALM E RS , CO M P LIANCE M ANAGER
TRUST NAHGA TO HANDLE YOUR I NFORMATI ON SECURELY AND WI TH RESPECT. At NAHGA Claim Services, every employee is thoroughly trained in our strict procedures to ensure client privacy and security, which includes the following: √ H IPAA CO MPLIANT In accordance with HIPAA, all NAHGA employees and vendors are committed to preserve the integrity and the confidentiality of individually identifiable health information pertaining to every health plan member or client. √ SSAE 16 AU DIT E D NAHGA continues to receive Unqualified SSAE16 Audits. This means that NAHGA passes every test independent auditors review each year.
√ P H YS I C A L & CY B E R S ECU RIT Y
" T R U ST IN G R E L ATI O NS H I P S ,
The SSAE16 Auditors review NAHGA’s physical
ST R ON G CO D E O F E TH I CS ,
and cyber security controls as part of the annual
A N D E FFICI E NT Y E T
SSAE16 examination. We take pride in our security measures because the security and protection of the information provided to NAHGA is critical to our business.
ACC U R AT E I N AL L W E D O. T HAT ’S U S, W I TH A S M I L E ! ” —MA RN EY CHA L MERS, SA L ES & MA RKET IN G
√ DI SAST E R R E COV E RY P LAN NAHGA operates from two different offices to ensure we will be back up and running quickly if a disaster strikes one location. Our networks and support systems are managed by qualified vendors who can ensure system and data back-ups are available if needed. √ A N T I F R AU D C E R T I F I E D All staff members participate in an annual anti-fraud training that meets the requirements of various insurance companies and state insurance regulators.
B RIDGTO N,
NO RTH CONWAY,
MAINE LO CAT IO N
NE W H AM P SHIR E LOCATION
88 MAIN ST RE E T
327 7 WH ITE MOUNTAIN HW
PO B OX 1 89 | 04 009
PO B OX 1760 | 038 60
NAHGA.COM P. ( 8 00) 952-4320 | F. (207) 6 47-4569 Claims@NAHGA.com