SUPERSTAR 2014 AWARD WINNER
Company: EB Employee Solutions, Difference Card and Healthy Difference
Wendy Brighton
MOST INNOVATIVE TPA
Executive Vice President
Headquarters: White Plains, N.Y. Website: www.differencecard.com Number of Employees: 38 Nature of Business: Offering cutting-edge health care solutions while simultaneously providing the highest level of employee benefits. Key Executives: Gregg O. Lehman, PhD, Chief Executive Officer; John E. Griffin, J.D., Chief Operating Officer; Joe Donovan, National Sales Director
The Consumer Difference
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industry shifts from a wholesale to retail model, new tools and resources are required to truly enable consumerism. EB Employee Solutions recognized this shift early and decided to make the necessary changes to help their clients and consumers navigate this new era. “Since we were founded more than 10 years ago, our primary focus has always been on the consumer experience,” said Wendy Brighton, executive vice president, director of operations at EB Employee Solutions. “Given the complexities of the health care environment, we recognized that the most effective way to engage our members is in person. This is how “We deliver this in many ways — through personal interaction with our members, through educational materials, and with an interactive technology platform.”
plan’s inner workings. Their hands-on approach extends through their service channels as well, with a unique call-back program where consumers can place an inquiry, specify a date and time, and receive a call back from an EB Solutions representative — giving consumers the support they need, when they need it. These are consumer requirements of the future. strive to see each participant as an individual, and assess and meet their needs accordingly. This could participants, or a half an hour phone call helping them resolve a complicated issue,” Brighton said. that of a service provider. We have evolved into consultants for our participants — something we pride ourselves on.” Through the added use of its consumer portal, EB Solutions enables its engagement and
“We will continue to provide our clients with the Difference Card, which has proven to be an invaluable health care cost-savings tool, and in the coming year we will be launching a broader, more robust wellness program!” Through their unique Customer Care Connect program, EB Solutions aims to educate, enroll and engage consumers throughout the year. The company takes a grass-roots approach by holding in-person meetings with all of their new clients helping each employee understand meetings, they emphasize basic insurance terms, product features, coverage details and more. These one-on-one meetings, off-hour webinars and large town-hall presentations allow them to provide the communication, education and clarity today’s consumers require. In an environment where most consumers lack a general understanding of their health insurance plan, EB Solutions goes the extra mile — with a commitment to consumer education. They don’t stop with open enrollment either. EB Solutions and its Customer Care Connect program take education, awareness and service to the next level with 30- and 60-day review meetings — where they aim to ensure consumers understand their
consumerism philosophy, by providing consumers the ability to view, track and manage health care information. For EB Solutions, it’s all about providing consumers the tools and resources they need to fully all, it’s working. The company’s call center volume has decreased dramatically — a sign that consumers enrollment has increased, and their claim intake queue is cleaner and easier to service. As to the future, EB Solutions is very excited about 2015. “We will continue to provide our clients with invaluable health care cost-savings tool, and in the coming year we will be launching a broader, more not only help our participants reach their health and wellness goals, but it can be integrated with their
www.TheIHCC.com I HealthCare Consumerism Solutions™ I Annual Superstars 2014
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