Whether you realize it or not, your employees struggle to understand their health benefits. Research shows that 96% of Americans are unable to define four of the most common terms in health insurance: co-pay, co-insurance, deductible, and max out-of-pocket. If employees are perplexed by these terms, then insurance cards and medical bills are only more confusing. To help, you could try to provide regular meetings and training on benefits, but this would take too much time out of the work day. A better solution is an on-demand concierge service that can educate employees on the nuances of their plan when they need assistance. With access to better information, they can make better health care decisions.
Health care is so complex, even people inside the industry can benefit from a white-glove concierge service. As an example, I recently received a bill from the hospital for $500 after my knee replacement and ankle surgery. The bill seemed wrong, so I called the number on the paper. After 45 minutes of waiting and trying to explain the problem, the person on the other line said I really only owed $163.
Unfortunately, this was not the first time something like this ever happened to me. A few years ago, I received a bill in the mail for $2,600. I was shocked by the price tag because I was sure I had already reached my max out-of-pocket costs for the year. When I called the number, the representative asked to give them some time to do some research on their side. After sitting on hold, they returned to say I only owed them $1,200.
I work in the industry, so I knew what to do in both cases. But if I had never called in either case, I could have overpaid by $1,737. Consider the impact these bills could have had on one of your employees who are less experienced with health insurance. Not only might they accept the bills at face value, their payments could dramatically impact their financial wellness for themselves and their families. The lack of investigation is bad for your company as well, however. If hospitals and other medical vendors are not held accountable, they can continue overcharging for services.
To solve this problem for companies, we offer a dedicated team of professionals who can assist your employees with their biggest health care challenges.
A Concierge Service For Your Employees
Our white-glove solution can provide assistance wherever your employees need help, especially in open enrollment, plan questions, billing assistance, and care navigation.
Open Enrollment Support
Employees frequently struggle during open enrollment. Employees are confused by the barrage of information and many feel uncomfortable asking questions. Afterward, employees have to go home to their spouse and dependents and try to choose a plan that works for everyone.
Our concierge service reduces the burden on employees by offering one-on-one consultations before employees pick a plan. A trained expert sits on a call with your employees and their dependents to go through a long list of questions. The representative takes data on the employee’s income, their current lifestyle, their health care needs, and other relevant factors to recommend the ideal plan for their family.
After open enrollment, the concierge service continues to engage with employees to keep them educated on plan services. Monthly webinars are available to explore monthly health topics, regular contests are held to promote plan engagement, and emails and text messages are sent to remind employees about plan features.
Under normal circumstances, whoever manages the plan at your company is occasionally peppered with questions from employees. With a concierge service, your HR, CFO, or owner is freed to focus on their normal day-to-day responsibilities without interruption. Instead, the concierge service provides direct, 24/7 access to a dedicated team of plan experts who your employees can reach through email, phone, mobile app, or web portal.
Nearly 15% of doctor appointment bills contain errors and nearly 70% of hospital bills are inaccurate. Our concierge service can reduce these numbers by isolating these mistakes before your employees pay for services. Your employees can take a picture of their invoice or claim and send it directly to a dedicated team member to research whether or not the line items are correct. If not, the representative contacts the vendor to issue an updated bill.
The concierge service connects your employees with the best medical providers in the region at the lowest cost possible. Say an employee needs carpal tunnel surgery. The concierge service can narrow a list of the best doctors based on the following factors:
- The type of surgery required
- Surgeon success rates
- Facility locations
- Facility reviews
- Facility costs
After the surgery, the employee may need to fill prescriptions to manage pain. In that case, the concierge can help them identify:
- The best pharmacies in their region
- The best prices for medication
- Whether or not they can use their HSA to help pay for costs
By collecting and sorting through large data sets, the concierge service ensures your employees receive the best care possible.
The health care system is complicated, but you can simplify it for your employees by providing them with access to better information and customer services. When employees understand their plan details, they can make better decisions for their health and extract more value out of the health care plan you provide.