Your Employee Response Center Team (ERC)
Helping employers educate.
Helping employees understand.
Our team of benefits experts offers a full-service approach – from open enrollment to year-round services. Let us help you develop effective education strategies that are unique to your needs and objectives.
Your Leadership Team
Francine Tebo
Director,
ftebo@higginbotham.net
apatton@higginbotham.net
rigomez@higginbotham.net
Strategic Education Matters Most
An Education Strategy Framework
An education strategy framework clarifies how businesses should communicate and educate their employees. Some of the key elements of an effective education strategy move around purpose, background, objectives, target audience, messaging, and approach. Purpose Background
For someone with no benefits experience, the “value of medical” is merely the existence of a medical benefit (a binary choice). More important is how you will help them understand how to use it when they are ready. Order matters to a short attention span and we must use precise education and technology to put the information that matters most to employees in front of them on-demand.
• Eighth grade is the average U.S. literacy level.
• Millennials are estimated to make up 50 percent of the national workforce by 2022.
• The average person remembers about 10 percent of what they hear when tested 72 hours later. But when visuals are added into the mix, the figure increases to 65 percent.
• 75 percent of employees are more likely to watch a video than read text.
• The average human’s attention span is seven seconds a goldfish’s is eight.
Employee Response Center Full Suite Of Services
Enrollment
• Provide plan information and assist during annual open enrollment and Special enrollment periods throughout the year (QLEs). Explain and assist during employees’ new hires sign-up period
• Spanish-Speaking Agents
Benefits Education
• Explain and provide educational benefits information
• Walk employees through their employer benefit package and options to find what best fits their needs
• Assist employees with finding in-network providers
• Answer employees’ questions and concerns
Quality
Assurance & Reporting
• Designated Toll-Free number = 855-227-3313 / 855 –CARE313
• Inbound and Outbound calls recorded and retained for seven years.
• Quality Assurance – Performance Oversight
• On-Demand Stewardship Reports
• Scheduled Stewardship Reports & Review Of Data
• Designated Email Address
• SMS Drip Campaigns – Educational & Informational
• Two-way Chat (SMS) with an Agent
Eligibility
• Comply with deadlines and/or waiting periods
• Verify required documentation within the time limits.
• Work with Account Management Team to resolve issues
Claims or Billing Questions
• Educate and explain to employees about the claim process
• Verify Networks and plan coverages
• Review bills, and compare them to a Carrier’s EOB
• Assist the Account Management Team with claim review
• Complex Claim Review & Support
Other
• Access to Carrier Site – obtain ID cards.
• Roles & Responsibilities – define ERC, HR, and Payroll employee support
• Forms (STD, LTD, EOI, etc.)
• ERC Flyer & Promotional Material
Stewardship Report (On-Demand or Scheduled)
Customized stewardship reports include all employee methods of communication with your Benefits Specialist (Call, Email, Text).
We analyze the data to find areas for improvement in our performance as well as opportunities to better educate your employees.
• Wallet Card
• Magnet
• Postcard
• Lanyard
• Posters
Employee Benefits
The Higginbotham Difference
We Care
• Our authentic and transparent approach to employee benefits is designed to put people at the center of everything we do.
• Our Benefits Specialists take the time to get to know your client’s unique needs so we present options that make sense.
• We start with listening and then educating to help employees get the most out of their coverage.
We Don’t Stop There – We Meet Employees Where They Are
Once we help implement your plan, we deliver year-round value with resources to educate employees:
• The Employee Response Center is open to answer calls and respond to email messages Monday through Friday, 7:00 a.m. to 6:00 p.m. CST.
• Voicemail is available outside business hours with calls promptly returned the next business day.
• We have access to interpreters in more than 140 languages to help non-English and Spanish-speaking employees.
