 |
Our benefits programs come complete with premier Employee Support Service. We've designed this service to ease transitions to new carriers, resolve claim and coverage questions, and advocate for clients' interests with carriers.
This service is part of our Above & Beyond PackageTM, and we offer it to clients with 50 or more benefit-eligible employees at no additional cost.
To meet our Benefit Specialists in person, request an office tour or teleconference at Ask Us.
Support Resources
This professional support service is provided to employees confidentially by our dedicated department of Benefit Specialists. With our integrated benefit systems, your Benefit Specialists have on-screen access to all your benefit information, including eligibility, billing, detailed plan design and provider networks. As a client of Gallagher Reppond, the following support resources are at your service:
- Eight Benefit Specialist with an average of 10 years industry experience
- Monday through Friday availability, 6:00 a.m. to 6:00 p.m.
- One toll-free number access for all your employees
- Multi-lingual support
- "Back-door" access to carriers - a special arrangement with our carrier partners to give our Benefit Specialists priority treatment in issue resolution
Back to Top
Areas of Support
Our Benefit Specialists support your employees and HR by phone and email, providing assistance with any benefits-related questions, including:
- Billing
- Eligibility
- Coverage levels
- Enrollment changes
- Claim problems
- COBRA transition
- HIPAA, FMLA, ADA as they pertain to benefits
Back to Top
Quality Assurance &
Reporting
Our employee support service is carefully monitored. This way, we ensure the quality of our service and help clients observe and interpret trends and pinpoint red-flag issues. Our QA and reporting initiatives include:
- System-driven follow-up process
- Manager monitored calls
- Calls logged in database
- Monthly call log reporting
- Volume monitoring
- Volume reporting
- Benefit Specialist analysis
- Random quality assurance monitoring
- Case-load distribution by call volume
- Call summary for management review
Back to Top
|