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. We check the provider against the carrier’s directory and, for a planned procedure, explain how the deductible and coinsurance apply. The employee knows the likely cost before the bill, not after it.
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. Most are special enrollment events with a limited window to make changes, and a missed window usually means waiting until open enrollment. We make sure the change reaches the carrier and payroll together, so coverage and deductions line up.
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. The first step is comparing the bill with the carrier’s explanation of benefits, since a common cause is a provider billing before the claim has processed. The employee hears back on what was found and what happens next.
Employees ask at inconvenient hours, because that is when their lives happen.
Chat Around the Clock
The chat on our site is open at any hour. A person from CFH answers it live when we are in, and a question left after hours is answered the next business day. Employees can use it for the questions they would otherwise take to HR, from finding a provider to reading a card, and a question sent in the evening is already waiting for us rather than for HR the next morning.
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. Tell us which languages your people read, so materials and enrollment help can be planned around them and no employee has to rely on English to get the choice right.
Enrollment Weeks
Extra capacity during open enrollment, when volume peaks and the deadline is least forgiving. Employees can call us during enrollment for help choosing the plan that fits them, which is when a wrong choice costs them most, because the election usually holds for the whole plan year.
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. An employee who understands why a claim cost what it did usually accepts it. One who spends a week passed between the carrier, the provider and HR remembers the plan as bad.
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. Several employees asking about the same denial can point to an eligibility file error or a carrier setup mistake, and fixing it once at the source stops the calls.
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. Employees get a direct number and the chat, HR hears about the exceptions that need a decision, and routine questions stop arriving by walk-up, text or hallway conversation.
We are hiring account coordinators.
If you read this page and recognized the job rather than the service, that is worth a conversation. See what working at CFH is like. Remote and work-from-home are an option, and pay is based on experience.
There’s no ladder, just work that gets harder.
Growth on a service team follows what you’re good at and what the account in front of you needs — not a fixed track with named stops.
No Formal Mentor
Nobody is assigned to you. You’re seated near people who’ve carried accounts like these for years, and asking them things is normal, not a program.
No Fixed Track
What you take on next isn’t a checklist of titles to clear — it moves with what you’re already good at and where the team actually needs you.
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.
Switch to CFH. Unhappy with your broker? Your employees won’t notice. You will. →