How Trusted Member Care Supports Members Every Step of the Way
 

How Trusted Member Care Supports Members Every Step of the Way

Navigating the healthcare system can be confusing, time-consuming, and stressful — but it doesn’t have to be. That’s why we offer Trusted Member Care, Trustmark’s dedicated customer service for members who receive medical benefits sponsored by their employer.

Our mission is to make every member’s experience easier, clearer, and more empowering. Whether they need help understanding their benefits, finding a provider, or resolving a complex medical bill, our in-house specialists are here to guide and support them.

Here’s how Trusted Member Care helps members get the most from their benefits throughout their healthcare journey:

Personalized Guidance from Real People

When members call Trusted Member Care, they aren’t routed to a generic call center. They speak with real people who understand their plan and genuinely care about their well-being.

Our specialists take the time to:

• Explain benefits clearly and in plain language
• Help find in-network doctors, hospitals or facilities
• Break down medical bills and insurance terms
• Guide members to preventive care and wellness programs

In fact, most member calls are answered in less than one minute — because when members need help, we respond quickly. We’re each member’s personal healthcare co-pilot — always ready to answer questions and help them make informed decisions with confidence.

Expert Help with Healthcare Navigation

Finding the right care can be overwhelming. We make it simpler. Whether a member needs a new provider or wants to confirm coverage, we’re ready to assist.

Our team will:

• Help locate in-network providers or those who accept Reference-Based Pricing (RBP)
• Confirm provider participation to avoid surprise bills
• Explain which services are covered and any expected costs
• Support coordination of care across multiple providers or specialists

No guesswork, no hours of searching — just trusted, expert guidance.

Maximizing the Value of Every Plan

Health plans are more than just doctor visits. Trusted Member Care helps members take full advantage of everything their plan offers.

We help members:

• Discover cost-saving opportunities for prescriptions and services
• Connect to mental health resources, virtual care, and second opinions
• Access wellness and preventive care programs
• Learn how to minimize out-of-pocket costs and avoid unexpected charges

Think of us as a personal benefits expert — always looking for ways to help members get the most from their plan.

Support and Advocacy When It Matters Most

Healthcare can get complicated — and when it does, we step in to help. Our specialists are trained to handle the details and advocate on behalf of members to resolve issues quickly and compassionately.

We provide support with:

• Claims questions, appeals, and filing assistance
• Coordination of benefits between multiple plans
• Balance bill protection for RBP plan members
• Provider inquiries and billing dispute resolution

Our claims team processes and pays 90% of medical claims within just 14 days — and 95% within 30 days — ensuring members aren’t left waiting.
We don’t just assist members — we stand up for them.

Making Claims and Billing Easier to Understand

Medical bills and insurance documents can be confusing. Trusted Member Care helps members make sense of it all.

We assist with:

• Reviewing and understanding Explanation of Benefits (EOB) documents
• Clarifying what was paid and what the member may owe
• Ensuring claims are submitted correctly by providers
• Guiding providers through the RBP payment process and resolving billing issues

Members can feel confident knowing 99.22% of calls meet our strict quality standards — including proper greetings, HIPAA compliance, and accurate, clear information.
With us, members won’t be left in the dark. We’re here to explain what’s happening and why — every step of the way.

We’re Just a Phone Call Away

Whether it’s a medical decision, a billing concern, or a question about coverage, Trusted Member Care is here to help.

Call us at 800-522-1246
Access plan documents anytime at TrustmarkSB.com/login
See an overview of our Trusted Member Care services.

Members First, Always

Trusted Member Care exists for one reason: our members.
We are their partner, their advocate, and their guide — so they can spend less time worrying about healthcare and more time living their life.