The Board of Pensions of Presbyterian (U.S.A.) Creates Member Advocate Post

- March 28, 2008

The Board of Pensions recognizes that navigating the complexities of our third-party providers, especially those for healthcare, can be a daunting experience for members of the Benefits Plan. In response, the Board has created a new member advocate position for the Medical Plan, effective April 1, 2008.

Members' first point of contact with the Board will continue to be with our Member Services Representatives, who are trained to understand how to help Plan members navigate nearly every channel of the Benefits Plan and the Assistance Program. These representatives are dedicated to responding quickly and efficiently to members' routine requests for help in understanding their benefits and resolving vendor problems.

From time to time, however, members may encounter complex or unique situations that need special attention from Board staff or from our Medical Plan's third-party providers (e.g., Highmark, Express Scripts, and CareAllies). In such cases, the member's call may be referred to the newly appointed member advocate, Ms. Annette Donald, whose role is to provide clarity and understanding among all the parties to a problem: the member, the Board of Pensions, and the provider. Ms. Donald, who has many years of service with the Board of Pensions and is knowledgeable about the Benefits Plan and its administrative processes, is empowered to intervene on behalf of the member in a supportive manner when either the member or the third-party provider misunderstands or misinterprets the Benefits Plan.

In this role, Ms. Donald will assist Plan members through difficult situations arising out of administration of the Medical Plan. She will help members understand the process for obtaining needed care, assist in communicating with third-party providers and other Board staff, and help to resolve any bureaucratic issues that might arise.

To help with concerns regarding our other benefits or programs, Member Services Representatives may forward members' calls to one of the Board's specialists.

To reach any representative of the Board of Pensions, please call 800-773-7752 (800-PRESPLAN).