Case Study 4:
Hands on Service – What does it really mean?
Most clients say they need "hands on service," but what does that actually mean? For one of our clients, it meant that the Boston Benefit Partners, LLC (BBP) consulting team stepped in as their "back-room" and worked with them every step of the way, starting on day one. Prior to retaining BBP, they had struggled with a reduction in force and increasing health care premiums and claims.
"The last several years have been difficult times for us. We have always been very paternalistic, but we just couldn't afford it any longer."
Process
Since they were short of staff, "hands on service" meant studying their benefit department processes in order to make recommendations that would save time and manpower. In addition, we carefully audited their vendor bills and made necessary corrections.
On the finance side, the BBP consulting team completed a health care cost reconciliation and reviewed actual versus projected enrollment by plan type. BBP reconciled the actual monthly premiums due for the high deductible/HRA and two non-HRA plans. In addition, we calculated the high deductible/HRA plan enrollment and HRA claims and administration costs to determine the total program expenditure and developed per capita costs for all premium activity as compared to the initial budget projections.
We also worked quickly with our communication partner to develop a low cost on-line open enrollment system customized to the client's benefit structure and used this platform to feed data into their HRIS system and payroll. Additionally, together with our client, we created an executive presentation and lined up the necessary resources for flu shots, benefit fairs and open enrollment. All this was completed within the first six months we were retained.
Outcome
In sum, our client best explained what our "hands on service" meant to the company, "We could have never made it through the last six months without the assistance of BBP. We know that they are watching our backs and getting things done for us every day. They keep us on track and all of the work they create is professional, carefully thought out, and accurate."