When it comes to managing employee benefits, ensuring employees have access to the right resources and support is crucial. Navigating healthcare can often feel like a maze for employees, and even the best benefits plans can fall short if employees don’t know how to access or use them effectively. This is why working with an employee benefits consultant that has an in-house customer service department can make all the difference.
Why It Matters
Let’s face it: most people dread calling a customer service number. Long wait times, impersonal responses, and being transferred from one person to the next can be incredibly frustrating, especially when you’re dealing with a time-sensitive issue. That is why it is really important to work with a consultant who can provide a dedicated customer service team that understands the specific details and nuances of a benefits package.
One of the reasons why an employer looks to hire a consultant is to take the burden of fielding questions about their healthcare benefits off of their human resource department. A good benefits consultant should be able to provide employees with thorough and timely responses and resolutions to their questions and concerns and act as an extension of a company’s HR team.
At BSI, we’ve reimagined that experience. Each client we work with is assigned a dedicated customer service team that understands the client’s full benefit plan and details. That means when an employee calls in, they’re speaking with someone already familiar with their plan, not just their medical plan, but all of their benefit offerings, and we keep a thorough log of every call, so there is no need for an employee to start from scratch every time.
Consider this example: an employee breaks out in a bad case of poison ivy and calls our customer service department to find the closest in-network urgent care center. Because our team knows the ins and outs of their benefits, they can not only direct them to nearby in-network urgent care centers, but also to telemedicine options they may not have considered, or access to a nurse hotline. That kind of informed support not only speeds up care, but it can also save the employee time and money.
“Being in the business for over 36 years, I know how impactful personalized support can be. When someone reaches out, they want to connect with someone who can direct them on the right path and provide them with useful information.”
– Beth Shoemaker, Director, Customer Service, BSI
Conclusion: Don’t Fall Short on Support
Traditional call centers often fall short, offering limited answers and leaving employees to navigate their benefits alone. At BSI, we believe that’s simply not good enough. In today’s complex healthcare landscape, employees need more than a phone number, they need real people who understand. Our concierge-style support model is built to provide a higher level of service. From resolving billing issues and explaining plan details to helping employees find care quickly and cost-effectively, our team is hands-on, knowledgeable, and accessible. With BSI, employees feel supported, HR teams gain a trusted partner, and your organization benefits from a healthier, more informed workforce.