Customer service: takes your employees’ calls so your HR team does not.
Every benefits program generates questions, and somebody answers them. In most companies that somebody is an HR manager who did not plan their week around it. This seat exists so employees have a direct route to a person who knows their plan, and so the cost of the program does not quietly include your HR department’s time.
High volume, low drama, and entirely avoidable as an HR task.
The majority of what employees ask is not a dispute. It is a question with a correct answer that somebody has to look up in the plan documents or the network.
Coverage and cost questions
Is this covered, what will I pay, does this provider participate. Answered before the visit, which is the cheapest moment to answer and the only moment that prevents a surprise.
Cards, dependents and life events
A new baby, a marriage, a lost card, a dependent aging out. Each has a deadline attached, and each one handled here is one that does not land on your desk half-finished.
Bills that look wrong
Triaged properly: a coding problem goes one way, an eligibility mismatch goes upstream to be fixed at the source, and a genuine denial goes to claims advocacy with the record attached.
Employees ask at inconvenient hours, because that is when their lives happen.
Chat around the clock
Our always-on chat handles the common questions at any hour and escalates to a person when judgment is needed rather than a lookup.
A multilingual workforce
Where a workforce includes employees who do not speak English as a first language, support has to meet them in person and in language. We build for that rather than treating it as an exception.
Enrollment weeks
Extra capacity during open enrollment, when volume peaks and the deadline is least forgiving.
Satisfaction tracks access to answers more closely than plan richness.
Employees forgive a deductible
What they do not forgive is being unable to get a straight answer about their own coverage. Service, not design, is where most dissatisfaction actually originates.
Problems surface earlier
A pattern in employee questions is early evidence of a plan or data problem. Because this seat sits on the same team as the analyst and the technology seat, the pattern gets acted on.
HR stops being the switchboard
For an HR team of one, this is the largest single recovery of hours available anywhere in a benefits program.
We are hiring client service specialists.
If you read this page and recognized the job rather than the service, that is worth a conversation. Bloomfield Hills or remote, and pay is based on experience.
There’s no formal mentorship program here — just people who’ve done the job for years, sitting close enough to ask.
Send us your renewal.
We’ll tell you whether it looks competitive, where we see opportunity, and the five questions we’d put to your carrier. No cost, and no obligation to move anything.
The renewal letter
Your current plan summary
Contribution split by tier
Enrolled counts by tier
Four documents — two more if your group is 50 or more. Nothing else; every extra one is a reason to postpone.
An independent employee benefits consulting firm. We look at the entire benefits program — cost, plan performance, risk and administration.
Bloomfield Hills, MI 48304
248.370.8853
719.425.2649
281.404.5670
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