What is the role of the member ombudsman?
The member ombudsman, Fallon Clark, helps members who have more complicated, harder to solve, problems. In the ombudsman role, Fallon works as a liaison between you and the plan reviewing issues and helping to solve them.
When does the member ombudsman get involved?
In most cases, the professionals in our customer service call center can answer any member questions and resolve any issues. The member ombudsman only gets involved in the process when unforeseen complications arise in the regular course of problem resolution and information gathering.
Why do we have a member ombudsman?
Our member ombudsman program reflects our commitment to customer and member service. We strive to provide highly personalized service, caring for our friends, neighbors, and fellow Vermonters. When things get challenging we want you to know you have an additional resource that can support you. Furthermore, through member interactions and internal business analysis, the ombudsman can help us identify ways in which we can improve services and further enhance our members’ experience.
You can contact the member ombudsman in any of the following ways:
- Telephone: 1-800-437-6298, Monday - Friday 8am - 4:30pm
- Secure Email: Login to the secure Member Resource Center and click on Message Center in the top right-hand corner
- Mail: P.O. Box 186, Montpelier, VT 05602, ATTN: Member Ombudsman