5 minute read
EngageTech: Technologies That Engage, Solutions That Deliver
By Ieena Aulakh
Employee benefits play a crucial role in attracting and retaining top talent while also fostering employee satisfaction and well-being. With the rapid evolution of technology, benefit enrollment processes have undergone a significant transformation, revolutionizing how employers manage benefits and also how employees enroll and access their benefits year-round. Advancements in benefit enrollment have reshaped the landscape of employee benefit administration including streamlining enrollment procedures, offering more personalized experiences, and increasing engagement in benefit plan decisions.
Streamlined Enrollment Process
Traditionally, the benefit enrollment process involved cumbersome paperwork, lengthy forms, and manual data entry, often leading to errors and inefficiencies. With advancements in technology, paper-based processes have been replaced by streamlined digital platforms. These platforms enable employees to enroll in benefits online, eliminating the need for paperwork and reducing the administrative burden on HR teams.
Moreover, digital enrollment systems often feature intuitive interfaces and step-by-step guidance, making the process more user-friendly and accessible to employees of all backgrounds.
Key Features Include:
Integrated core and voluntary product delivery platform
Web-based case set-up and configuration tools
Unique rules, eligibility, rates, and census for each employer group
Counselor-assisted or self-service options
Integration with existing products and applications
Decision support tools for enhanced employee education
Flexible deployment options
Personalization and Customization
One of the most significant advancements in benefit enrollment technology is the ability to offer personalized and customizable benefits packages. Employers can leverage data analytics and algorithms to analyze employee demographics, preferences and needs, allowing them to tailor benefit offerings to individual employees or specific groups within the organization. For instance, younger employees might prioritize student loan assistance or wellness programs, while older employees may prefer retirement planning options. Employers can enhance employee satisfaction and engagement by offering personalized benefits packages, leading to a more productive workforce.
Integration and Automation
Integration with existing HR systems and automation of administrative tasks are other key features of modern benefit enrollment technology. Integrated platforms seamlessly connect with payroll, time tracking, and other HR systems, ensuring data consistency and accuracy across various processes. Automation capabilities enable tasks such as eligibility verification, enrollment status updates, and benefits communications to be handled automatically, reducing the likelihood of errors and freeing up HR professionals to focus on more strategic initiatives. Additionally, automation can help ensure compliance with regulatory requirements, such as the Affordable Care Act (ACA) or the Family and Medical Leave Act (FMLA), by automating reporting and documentation processes.
Enhanced Communication and Engagement
Effective communication is essential for maximizing employee participation in benefit programs. Benefit enrollment technology facilitates improved communication and engagement through various channels, including email, texting, mobile apps, and self-service portals. These platforms enable employers to communicate important information about benefit options, deadlines, and policy changes in a timely and targeted manner. Moreover, interactive tools and educational resources can help employees make informed decisions about their benefits, leading to a greater appreciation and utilization of available offerings. And, advancements in reporting capabilities allow employers to analyze the results and make immediate adjustments in their delivery.
Call Center Technology
With remote workforces now the norm, it is imperative to have a method to allow employees to enroll using advanced call center features. We use the following in our call center:
Artificial Intelligence (AI): AI allows account management teams to better monitor each benefit counseling session for an improved employee experience Metrics available through AI technology include: Pace and keyword monitoring & Voice tone and reaction monitoring
Interactive Voice Response (IVR): IVR call flow processes enable our call center to handle large call volumes efficiently while providing a customized experience. Live dashboards monitor and manage call volumes, call length, hold times, and more in real time. Paired with an online scheduling platform, data is leveraged to optimize intra-day effectiveness, while preparing for upcoming enrollment activities.
Custom Call Branding and Spam Remediation: Leveraging mobile carrier’s technology, outbound calls can be branded for each client. This technology significantly reduces calls that were historically branded as “Unknown” or “Potential Spam” increasing employees’ confidence in the reason for the call and reducing calls that go unanswered.
Mobile Accessibility
In an age dominated by smartphones and mobile devices, ensuring that benefit enrollment platforms are mobile-friendly has become imperative. Mobile accessibility allows employees to access and manage their benefits anytime, anywhere, providing greater flexibility and convenience. Mobile apps enable employees to view their benefit elections, update personal information, and access support resources on the go, enhancing their overall experience and satisfaction with the enrollment process.
Conclusion
The advancements in benefit enrollment technology represent a significant step forward in how organizations manage their employee benefits programs. By streamlining enrollment processes, offering personalized experiences, integrating with existing systems, enhancing communication and engagement, and embracing mobile accessibility, employers can create a more efficient, transparent, and employee-centric benefits administration process. As technology continues to evolve, the future of benefit enrollment holds even greater potential for innovation and improvement, ultimately benefiting both employers and employees alike.
Ieena Aulakh, Senior Director, Client Technology Solutions, EOI Service Company - oversees the ongoing delivery of high-quality services for brokers, clients, and prospects. Her career in technology has spanned over 20 years giving her the depth of knowledge and experience which enables her to consult and provide solution-oriented insights on Benefits Administration, Human Capital Management, and Enrollment Services. She has expert knowledge of benefit enrollment platforms, carrier/vendor management, and extensive experience with software implementations and solution best practices.
