Member Services

Unison's Member Services Department is well designed for scalability to accommodate the increased enrollment from our successful expansion. The Member Services toll-free line is staffed from Monday to Friday 8:00 am to 5:00 pm. There are days where the schedule can be extended as late as 8:00 pm, depending on call volume.

See what phone messages our members leave our Member Services Team:

"…I am calling to tell you just how much I appreciate your services. Oh, what you did for me yesterday is the most wonderful thing you can ever do for anyone…I wanted to thank you so very much for so very quickly approving that for me so that I can have that relief from that Osteoarthritis in my knees and my right hip because I do have it so very badly. Oh, that pill is so wonderful and I wanted to thank you so very, very much…"

The staff schedule is based on an analysis of call volume trends to ensure optimal efficiency. Changes in the staffing schedule are communicated to members, providers, vendors and state and federal agencies. After hours, we use a calling service that will contact on-call staff. Unison also uses a nurse advice line in some regions. The Member Services Department uses a foreign language line service to assist members with limited English proficiency. In addition to an extensive orientation and training program when initially hired, Member Services team members meet weekly for ongoing training on policies and procedures, regulations, and other important Member Services information.