Benefits of Benefits OutSourcing

Alicia Wallace | VP, Compensation, Benefits and HRIS | Corporate Risk Holdings

Bradley Taylor | EVP of Business Development | PlanSource

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6 Keys to Decision Making for Benefits Outsourcing

Agenda

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Key 1: Internal Factors to Consider

Key 2: What Tasks Might Be Outsourced

Key 3: How to Re-Focus Your Team

Key 4: How to Get Started

Key 5: Dangers and Pitfalls

Key 6: Managing to Success

Current and Historical Context

Background

What first led me to an outsourcing model

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Desired Customer Service Model

Subject Matter Expertise

Software Purchase/Maintenance – COBRA, FSA, Enrollment

Finance/Accounting

Strategic Goals

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What Is the Best Use of the HR Budget?

Internal Factors to Consider When

Outsourcing Benefits AdministrationKey #1

What Might you Outsource?

Online Eligibility/Enrollment Tool

Call Center

COBRA Admin

FSA/HSA/HRA Admin

FMLA Admin

Data Auditing and Validation

Eligibility Management with Carriers

Billing Reconciliation, Consolidation and Remittance Services

Employee Communication Creation and Delivery

ACA Admin

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Key #2

Refocusing Your Team to Outsource

Hire more senior benefits staff

Focus on strategic initiatives such as wellness campaigns

More time to spend on creative communications

Retain control through effective oversight

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Key #3

How We Operated Prior to Outsourcing

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My team operated like this

How We Operate Now

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After Outsourcing

Define your goals and match them to the vendors/partners

Understand the service model

Focus on the timeline and accountability

Stay engaged, collaborate and make sure the communication is as

needed

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You Made the Decision, Now How to Get

StartedKey #4

Establishing the

Right TeamPartner resources to fit

the client and the client

determining its team

Technology and Data

Transfer ConfigurationImplementing the software and

automating the carrier and

payroll files

Incorporating all of the

outsourced functionsACA, COBRA, FSA, HSA, custom

communications, dependent

verifications, FMLA, wellness, etc.

Delivering Service as the

EmployerContact Center setup, training,

escalation and exception processes

Arranging ProcessesCarrier Invoices, new hire

management, compliance, life

events, and so on, how will this all

work together?

Oversight and

ManagementWeekly team calls, process and

data reviews, quarterly business

review meetings

Thoughts Around Getting the Outsourced Partnership Operational

Expectations for Efficiency and Improvement

Pla

nS

ourc

e W

ork

Capacity

Time in Months

1 2 3 4 5 6 7 8 9 10 11 12

Low

Moderate

High

Dangers and Pitfalls

Poor implementation

Lack of oversight from the employer

Staff turnover

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Key #5

Managing Outsource Partner and Success

• Service Level Agreement

• Detailed Process Document

• Engage!

o Routine Audits

o Listen to Call Center Calls

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Key #6

Mutual Trust Breeds Success

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Q & A

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