Communications Technology

Interactive Voice Response (IVR)

Participants can now access many of their benefit plans through a toll free Interactive Voice Response (IVR) phone system!  By calling (877) 415-8093 participants will now have access to real time plan information 24 hours a day! IVR information will include final service date, available balance, eligible amount, final filing date as well as recent transactions. This service will be available to all participants enrolled in an FSA, DCA, HRA, or HSA plan.  Our call center phone queue options now include a new option (#6) to use the automated system when calling in.  This does not change your ability to speak directly to a customer service representative during our normal business hours. New employers and participants are added weekly to make this system accessible following your enrollment into an HRC Total Solutions plan. We are confident that this service will provide a great value to you and to your participants.

Live Chat

HRCTS offers our participants secure live chat for customer service questions Monday - Friday 8:30 - 4:30. You can find our customer service live chat button on every page of our website. Please note at this time our live chat option is for participant customer service questions only. All employer related questions should go through our Client Relations Department by calling 603-647-1147 and choose option #2.

Fax

Traditional fax technology has been part of business for decades but HRCTS has invested in an integrated FAX and document management solution to ensure clients and participants have a secure and reliable mechanism to send in claims, receipts, enrollment forms, and applications to our administrative team. Documents remain private: The faxes are received directly into a secure document management repository. Documents are not printed out in a common area for others to see or pick up in error instead documents are sent through safe, encrypted technology. No one else can access these documents unless they have been granted the ability via our internal systems.

Language Line:

HRC Total Soluitons is now working with a national interpreter service in order to assist all of our non-English speaking participants with questions related to their FSA, DCA, HRA, or HSA plan. This service allows us to setup a conference call with an interpreter fluent in the language of the participant along with an HRC Total Solutions customer service representative, and the non-English speaking participant. This list of languages represents over 98.6% of the languages spoken in the world today! HRC Total Solutions will be able to assist virtually any language need in order to communicate with our participants. With this added service HRC Total Solutions will also be able to provide professionally trained interpretation that is both HIPAA and GLBA compliant, protecting the privacy of the participant’s personal health information (PHI) along with other sensitive personal information (PI). HRC Total Solutions will continue to identify other ways in which to provide added services to make your benefit plans more efficient and easier to use.Participants please do not hesitate to contact our Customer Care Department with additional questions at 603-647-1147 and press 1.

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