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Employers and Health Plans Solve Pandemic-Era Health and Benefits Administration Challenges Through Technology

  • Benefitfocus Platform Delivers Administrative Ease With Direct Impact on Health Care Costs; Industry Leading Customer Satisfaction

Following a review of performance metrics and customer feedback, Benefitfocus, an industry-leading benefits technology platform that simplifies benefits administration for employers, health plans and brokers, shares several key findings from its most recent open enrollment (OE) period. The findings demonstrate the value of a comprehensive benefits platform solution that provides employers and health plans with greater administrative efficiencies and enables lower health care costs.

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Highlights of the findings include:

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  1. Increased purchases of hospital indemnity and voluntary life insurance offerings by consumers, believed to be driven by the health impact of COVID-19
  2. Adjustments to enrollment and management practices, including payment methods, to address changes in the financial condition of both employers and employees
  3. Elevated use of multi-channel communications to employees, reflecting the rise in remote working and acceptance of digital forms of communications
  4. Greater adoption of multi-channel engagement techniques to serve the needs of an increasingly diverse workforce.

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“The most recent OE season demonstrated that our platform and the services associated with it solved our customers’ challenges. In many ways, it was our best OE ever,” said Steve Swad, president and CEO of Benefitfocus. “Our investments to achieve operational excellence significantly improved our customers’ experience. Employers and health plans were able to increase the efficiency of their operations to meet the needs of their employees and members. I am particularly proud of the high levels of customer satisfaction our team earned.”

Benefitfocus’ CSO team received a customer satisfaction (CSAT) score of over 93 percent, well above the industry standard of 80-85 percent. During the final four months of 2020, just under 16 million people completed their open enrollment selection of benefits using Benefitfocus’ services.

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