Recognizing that health issues are sensitive, we safeguard the privacy and security of the Protected Health Information (PHI) of each individual according to the standards outlined in the Health Insurance Portability and Accountability Act (HIPAA). Every issue brought to us is logged in as a ticket and remains our responsibility until resolved. Every action taken on that ticket is diligently tracked and documented so that regular status updates can be given to the individual. While we cannot bypass contractual requirements or change a carrier determination, Neovia will act as a person’s advocate through the entire process, working toward the best final outcome.

Our Client Care Advocate will take the time to gather all the information and documentation and then take responsibility for all contacts to work through a particular issue, whether that contact is with the carrier, the provider (doctor, dentist, pharmacist), billing entity or human resources professional. In some cases, the Client Care Advocate will help the employee or family member take the issue to the next level to get a more thorough understanding of the rationale behind a determination and, where appropriate, even propose alternative actions. With Neovia’s wide range of experience with various carriers and contracts, we have complete confidence we can offer assistance and/or act as an intermediary.