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Coffee & Coverage: White-Glove Enrollment

Sit down with OneBridge Benefits for a coffee and to chat about how the white-glove enrollment process is satisfying more employers and employees than ever. Change can be scary, but the team at OneBridge has the experience and state-of-the-art technology to help with every step of the process.

The white-glove enrollment service was a huge success and it’s something we’re going to continue to do moving forward. 

People were saying, “Wow, that was so easy, that was much easier than I thought,” and they were expressing how happy they were with the new benefit that they received.

So, OneBridge is investing in white-glove of enrollment for the ICHRA because

we found that it’s necessary.

Employers can give their employees money and send them out to some platform where they push everybody through this digital experience. But not every employee wants a digital experience, and for this thing specifically for picking their health insurance, people tend to want to talk to people.

At least that’s what we found. We’ve actually set up a white-glove enrollment team that’s going to speak one on one with participants in the plan. 

This year what we saw happen was we gave everybody that option to enroll digitally. 

95% Of participants chose to meet with somebody, talk to somebody on the phone, or meet with somebody face to face to have a discussion with them about what their health insurance needs were and what the right plan for them or for them and their family would be.

What we saw this year was that in the under 30 crowd, a lot of those employees were low

utilizers of their health insurance.

They were fine with bronze plans or catastrophic plans.

Some of the lower cost, slightly higher risk plans where they would have more out of pocket expenses if they did have a healthcare need. But they were saving so much money. I’ll give you an example.

Let’s say an employer was giving an employee $500 to spend on their health insurance so they could go out and get a catastrophic plan for, say $175 for a bronze plan for $350.

That extra money gets saved month over month, year over year. The employee even takes it with them when they leave, it’s their money.

So the employees in that sub 30 class felt like they walked out of the room with a raise.

And then in that 30 to 60 range, that’s where we saw more of the tailor fit happening in those white glove enrollment meetings.

I’ll give you an example. Say that somebody has a family. What they were choosing to do was get a specific policy for one member of the family and a different policy for another member of the family.

So say you have a husband and wife and the husband has some healthcare issues and it’s just

a higher utilizer of the insurance. Well, the husband went out and he got a gold or a platinum plan.

But the wife, super healthy, does not really utilize the health insurance.

Often she went and picked a bronze plan for her and for the kids who also don’t really utilize the health insurance that much.

So in the same household, they were getting different plans, but tailor fitting the plans

to their specific needs.

And then we saw another group of people that 65 and over crowd, a lot of them were taking Medicare.

Medicare coverage is great offers some really strong coverages, and as most

of us know, it’s not very expensive.

So they were taking the Medicare coverage. And just like that sub 30 crowd, they’re walking away with a good chunk of change in their pocket, a good amount of savings month over month,

Year over year that they know they’re going to be using in retirement. 

Because in retirement, people are going to have health costs and they shouldn’t be coming out of pocket for any of those health costs, whether they’re paying for Medicare, long term care insurance, or just over the counter medicine.

Those were a few ways that we saw that white glove enrollment service being utilized, but I should also mention the results that were achieved from it.

The white glove enrollment service was a huge success, and it’s something we’re

going to continue to do moving forward.

There were a couple of things that came out of it. I mean, one on the front end going

into these meetings, I’ll be honest, not every employee was super excited about this new benefit.

It represented change, and sometimes change is stressful.

When they came out of the meetings, people were saying, wow, that was so easy, that was much easier than I thought and they were expressing how happy they were with the new benefit

that they received. 

Each employee that onboarded this new benefit, we sent them out a survey after enrollment and just ask some simple questions, but they all kind of got after the idea of what was your health insurance onboarding experience like?

Give us a rating out of ten and tell us what you thought. We got a nine out of ten score

on those surveys, which is incredible.

If you look at industry averages for these things, and I’m a nerd, so I looked at it, industry average for these things is a three, maybe a four out of ten.

Nine out of ten is unheard of in this space, and it’s because of that white glove enrollment service.

There were also more qualitative questions in the survey, just asking for feedback.

The most common piece of feedback we got was, this was so easy, your team made this so simple, and they referred back to the specific enrollment people that they met with because they were memorable experiences.

It highlighted just how important the white glove enrollment service is when transitioning to this benefit model.

If you feel like your team could benefit from this level of concierge, white glove style service for health benefits, give us a call.