People around the world had a difficult 2020, but within the corporate setting, perhaps no one experienced a more trying year than those in human resources. Whether it was quickly moving employees to telework in the early stages of the pandemic, answering health insurance questions from those affected by COVID-19, or working to internally communicate fast-changing policies and procedures, HR professionals have often been the glue holding businesses together as we all ride the rollercoaster of the impacts of COVID-19.
On a more positive note, things are likely to continue to get better in 2021. So how can benefits advisors help their clients ensure that their 2021 is easier than their 2020? One place to begin is by making one of the most difficult tasks that HR departments take on less stressful: managing employee health benefits. Consider the following to make your employer clients' jobs easier in 2021.
Lean on your benefits administration partner –TPA or carrier
Your benefits administration partner should strive to be just that, a partner, not only to you as a benefits professional, but also to your clients and their employees as consumers.
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According to a 2017 study, only 44% of employees fully comprehend their health benefits. It's no wonder this is the case, given the increasing complexity of health benefit plan designs and the sheer number of hoops employees have to jump through when actually trying to access care. Not to mention the underlying cost uncertainty that comes along with high deductible plan designs. I'd be willing to bet that even the most sophisticated individuals enrolled in high-deductible plans have trouble figuring out, with any certainty, how much their next provider or speciality visit is going to cost them out of pocket.
And while this state of affairs is all too often blamed on HR and benefits departments and their advisors, it's really the benefits administration partners who need to step up to the plate. After all, they have to understand how the coverage works in order to administer it properly, so they are also in the best position to help employees understand and use their health benefits. A robust customer support program that employees can easily access should be a requirement for any benefits administration partner you bring to your clients. It's also important that the support is accessible through multiple channels, as some employees might be more comfortable discussing their health plan over the phone, while others might prefer the ease and convenience of an online chat. Comprehensive customer support is an integral part of a consumer-centric health benefit solution.
Leverage the service portfolio of your benefits partner
In addition to leveraging your benefits administration partner as a resource for employee support, you can help your clients and their employees save money and promote a healthier workforce by selecting partners that include health and wellness programs, as well as other complimentary services, in their plan design. The best plans include the following types of services at absolutely no cost to your client or their employees: • On-demand fitness classes and wellness programming • Care management programs to promote improved health outcomes • 24/7 online care and telemedicine • Rx discount programs
Start preparing for 2022 open enrollment early
Likely the last thing you or your clients want to do after getting through the 2021 benefits enrollment season is to think about doing it all over again next year. However, with 2021 enrollment fresh in your mind, now is the best time.
Start by hosting a meeting with key client stakeholders. Discuss what went well and what could be improved. Ask questions like: How helpful was the benefits partner in the process? What types of plan options did your employees gravitate toward? What were the most frequently asked questions, and how could those be addressed better in the next year?
Next, help your clients get employee feedback on the benefits that were offered and the enrollment process. Research shows that employees appreciate being engaged in benefits selection, and this is a great way to do that.
Three to six months into the plan year is a good time to evaluate the benefits you are offering as well as your benefits partner. Are the benefits you are offering meeting the needs of your clients' organization and their employees? Is your benefits partner providing the level of support you expected?
While we're all fatigued, taking time to evaluate and plan for next year is key to making the 2022 enrollment season easier on yourself, your clients and their employees. It also ensures you have plenty of time to make and implement big changes with your partners. Ultimately, it helps you offer quality health benefits that are support-driven as you re-enter what is almost always one of the most stressful time periods for benefits professionals. But the good news is: this next year doesn't have to be. Now is the time to look for a benefits partner to help make 2021 your easiest year yet.
Marek Ciolko is the co-founder and CEO of Gravie.
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