Getting the BeST from your benefits management solution

This approach – called the benefits service team (BeST) strategy – offers clients easy access to a dedicated group of benefits technology professionals who provide a bevy of client support services.

These services are designed to ensure that both employees and HR are getting the most out of RealLife HR’s Web-based benefits enrollment, communication and administration system.

“We take service very seriously at RealLife HR,” says Carla Barron- Dunn, RealLife HR’s vice president of enterprise benefit services. “While our product features exceptional technology, our people are our greatest strength.To make sure our system exceeds client expectations, we offer a robust set of services and dedicated support personnel.”

The BeST strategy

The BeST strategy was initially designed to capitalize on the intimate client knowledge and myriad of details that develop in business relationships. Each BeST team includes a team leader and a group of seasoned specialists in benefits, technology, data transfer and client support. The team manages all aspects of the client relationship and provides a variety of services including complete implementation, training, data transfer and HR support. In addition, the team coordinates other critical elements of service delivery such as system maintenance, the employee call center and help desk.

“Unlike other companies that utilize one team for implementation and then transfer the account to a single account manager for post-implementation servicing, our BeST strategy provides excellent continuity for clients, ”notes Dunn. “Having one team manage the lifelong relationship eliminates handoffs and makes certain that valuable company information doesn’t get lost in transition.”

A better implementation

RealLife HR’s BeST team streamlines the implementation process by having the group work together to plan, track and deliver tasks. Team members represent a variety of skill sets and are cross-trained so they can perform a number of roles. Team members include:

• Benefits specialists who analyze plans, develop benefit communications and configure the employee benefits web site.
• Data interface managers who control the exchange of data between
  RealLife HR, benefit carriers and the employer’s HRIS and payroll systems.
• HR and employee support representatives who facilitate overall service delivery, manage special requests and serve as client advocates.

“We establish open communication when we commence the relationship and ensure that all resources stay on course throughout the implementation phase,”says Dunn.“When issues arise,we’ve found that the team approach speeds problem resolution and keeps the project on track.”

Another advantage to the team strategy is fast implementation timeframes. In 2005,RealLife HR’s average implementation was only 74 days. The company also touts a record of providing 100 percent of clients with on-time implementations and includes an on-time implementation guarantee as part of its service contract.

BeST post-implementation service

After implementation,BeST team members assist HR with day-to-day system operations,monitor program performance,provide regular up-dates on program participation,and manage the ongoing transfer of data to carriers.

“One of the most important functions our BeST team provides after enrollment is to maintain data accuracy, ”says Dunn.RealLife HR’s ser- vices include the sending of employee open enrollment elections as well as any post-enrollment changes to carriers and employer HR systems. The process entails sending data in the required HIPAA-compliant format as
well as providing a regular review and resolution of data discrepancies.

“Our BeST team serves as an advocate for our clients. We analyze, prioritize and resolve any data issues with carriers,” adds Dunn. “Our teams carefully track each issue to ensure the problem does not recur. This relieves our clients from the burden of reconciling carrier data issues.”

BeST client outcomes

While the BeST team structure serves to provide clients with easy access to a diverse range of resources, RealLife HR’s primary goal is to increase client satisfaction.

“In many cases, our solution not only helps clients move from paper to an automated process but also yields operational impr ovements, ”says Dunn. “As a result of our experiences with many employers from many industries, our clients benefit from our best practices. For many employers, this is the first time that all benefits information is organized into a single
Source. Our BeST teams help HR maximize the full utility of the application and their data.”

“Our ultimate aim is to help HR quickly reduce administration work-loads and start demonstrating real benefit cost savings, ”says Dunn. “This helps HR demonstrate the maximum return on their investment in our technology and allows more time to focus on other initiatives that will have a greater impact on their company’s bottom line.”

RealLife HR offers innovative Web-based benefits management solutions that automate benefits communication, enrollment and ongoing administration. Optimally suited for companies with 2000 or more employees, RealLife HR’s blend of software and value-added services help HR eliminate time-consuming paperwork and automate tedious benefits administration processes. For more details about RealLife HR’s services and BeST team approach, visit www.RealLifeHR/BeSTor call 1-800-218-1464.