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Members love CareOregon’s Medicare Advantage customer service

Although the vast majority of those we serve are Medicaid members, CareOregon also offers two Medicare plans.

Karen Mattila, Customer Service manager
Karen Mattila
Customer Service manager

The CareOregon Medicare Advantage Plus plan is for those who are dual-eligible for both Medicare and Medicaid because of income or disability. People can join that plan at any time. The CareOregon Medicare Advantage Star plan is available to other Medicare-eligible Oregonians. Members only can join the Star plan only during the fall annual enrollment period. Both plans are available to those living in Clackamas, Clatsop, Columbia, Jackson, Josephine, Marion, Multnomah, Polk and Washington counties.

Although our Medicare Advantage plans are relatively new, with only about 9,000 members between them, they are growing. CareOregon is putting special efforts into attracting and maintaining members. One of the ways we do that is through a small dedicated team of representatives known as the concierge customer service team. Representatives answer calls from 8 a.m. to 6 p.m., seven days a week, helping members understand their coverage, find providers, and resolving prescription drug and billing issues.

Below are customer comments made by our COA Star members in a recent independent survey, as shared by Karen Mattila, Customer Service manager.

Absolutely, five star.
Yes, every time I call I get excellent customer service.
Yes, he was very courteous and helpful and not impatient with me.
Very much so.
He stood out with customer service and was very helpful.
Yes, I always am and it is always great.
Yes, everybody is very helpful.
Yes and I appreciate the service all the time.
Yes, she treated me like she wanted to help.
Yes, everyone is always super great.
Yes, I think she treated me better than most when I call Customer Service.  She was very knowledgeable.
She was fantastic!
Yes, she was very nice. I really appreciate speaking to a real person so quickly.

“I was so pleased with how many people said they were treated with courtesy and respect,” says Karen. “We listen to our members and always express a willingness to help. And we try very hard to answer questions clearly and resolve any issues right away.”