ERC Capabilities Presentation

Your Employee Response Center Team (ERC) Helping employers educate.

Helping employees understand.

Our team of benefits experts offers a full-service approach – from open enrollment to year-round services.

Let us help you develop effective education strategies that are unique to your needs and objectives.

Your Leadership Team

Francine Tebo

Andrea Patton

Richard Gomez

Director, Employee Engagement

Employee Response Center Manager & Operations

Employee Response Center – Call Center QA Team Supervisor (WFOM)

ftebo@higginbotham.net

apatton@higginbotham.net

rigomez@higginbotham.net

Contacts For general questions about our department, contact Francine Tebo For questions regarding new groups/implementations, contact Andrea Patton For escalations, contact Andrea Patton and Richard Gomez

Strategic Education Matters Most An Education Strategy Framework An education strategy framework clarifies how businesses should communicate and educate their employees.

Some of the key elements of an effective education strategy move around purpose, background, objectives, target audience, messaging, and approach.

Purpose

Background

Objectives

Target Audience

Messaging

Approach

For someone with no benefits experience, the “value of medical” is merely the existence of a medical benefit (a binary choice). More important is how you will help them understand how to use it when they are ready. Order matters to a short attention span and we must use precise education and technology to put the information that matters most to employees in front of them on-demand.

• Eighth grade is the average U.S. literacy level.

• Millennials are estimated to make up 50 percent of the national workforce by 2022.

• The average person remembers about 10 percent of what they hear when tested 72 hours later. But when visuals are added into the mix, the figure increases to 65 percent.

• 75 percent of employees are more likely to watch a video than read text.

• The average human’s attention span is seven seconds—a goldfish’s is eight.

Employee Response Center Full Suite Of Services Enrollment

Eligibility

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• Comply with deadlines and/or waiting periods • Verify required documentation within the time limits.

• Work with Account Management Team to resolve issues

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Provide plan information and assist during annual open enrollment and Special enrollment periods throughout the year (QLEs). Explain and assist during employees’ new hires sign-up period Spanish-Speaking Agents

Benefits Education • • • •

Explain and provide educational benefits information Walk employees through their employer benefit package and options to find what best fits their needs Assist employees with finding in-network providers Answer employees’ questions and concerns

Claims or Billing Questions • Educate and explain to employees about the claim process • Verify Networks and plan coverages • Review bills, and compare them to a Carrier’s EOB • Assist the Account Management Team with claim review • Complex Claim Review & Support

Quality Assurance & Reporting

Other

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• Access to Carrier Site – obtain ID cards.

• Roles & Responsibilities – define ERC, HR, and Payroll employee support • Forms (STD, LTD, EOI, etc.)

• ERC Flyer & Promotional Material

• • • • • • •

Designated Toll-Free number = 855-227-3313 / 855 – CARE313 Inbound and Outbound calls recorded and retained for seven years.

Quality Assurance – Performance Oversight On-Demand Stewardship Reports Scheduled Stewardship Reports & Review Of Data Designated Email Address SMS Drip Campaigns – Educational & Informational Two-way Chat (SMS) with an Agent

Stewardship Report (On-Demand or Scheduled) Customized stewardship reports include all employee methods of communication with your Benefits Specialist (Call, Email, Text).

We analyze the data to find areas for improvement in our performance as well as opportunities to better educate your employees.

ERC Flyer and Other Promotional Material

• Wallet Card • Magnet • Postcard • Lanyard • Posters

Employee Benefits The Higginbotham Difference We Care •

Our authentic and transparent approach to employee benefits is designed to put people at the center of everything we do.

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Our Benefits Specialists take the time to get to know your client’s unique needs so we present options that

make sense.

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We start with listening and then educating to help employees get the most out of their coverage.

We Don’t Stop There – We Meet Employees Where They Are Once we help implement your plan, we deliver year-round value with resources to educate employees: •

The Employee Response Center is open to answer calls and respond to email messages Monday through Friday, 7:00 a.m. to 6:00 p.m. CST.

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Voicemail is available outside business hours with calls promptly returned the next business day.

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We have access to interpreters in more than 140 languages to help non-English and Spanish-speaking employees.

Q&A