To the uninitiated, navigating the world of healthcare can sometimes feel like wandering through a labyrinth of paperwork, complicated medical jargon and red tape. If that sounds like a pain, consider the fact that you probably wouldn’t be seeking healthcare if you were feeling 100%.That’s why having a healthcare plan that’s responsive (and responsible) should be a big priority for all employers; when things go wrong, it’s important to know that your health-insurance provider will be there to guide you through.
Here are the characteristics that make health plans responsive to members and employer groups:
Right from the start, your insurance provider should be there for you. Whether it’s help comparing rates and plan inclusions, discussing your options, or explaining your coverage, you should feel confident that the people you need (customer service representatives, physician advisors, managers—all the way up to the CEO) will always be readily reachable when you need their help.
In addition to being reachable, you want an insurance company that stands behind its products and services. This is a key feature to look for in any company, but perhaps nowhere is it more important than when it comes to insuring and protecting your health.
Building a long-term relationship is mutually beneficial; when your health insurance provider understands your needs and priorities, it is better equipped to provide relevant, personalized information that fits your needs (especially when new products or services become available). Whenever possible, choose a company with a proven track record of retention; it’s usually a sign of member satisfaction and ongoing customer care.
In our 22 years of service, we’ve seen it all! Special requests during the enrollment process? No problem. Staff transitions mean you need new training ASAP? Easy. The best health insurance should make it easy for you to take great care of your team, and if that means bending backwards, it just considers it their yoga workout for the day.
Making the best decisions depends on having the right information. Whenever possible, your health insurance company should provide access to the information you need (if it’s allowed to do so), or provide a reasonable justification (e.g., privacy regulations) if it cannot.
When you need an answer, you need it right away. If there are any issues, your health insurance company should work hard to find a satisfying solution, and should respond in a timely way. Above all, you shouldn’t be kept waiting for need-to-know information.
Sometimes the best care isn’t the most efficient—it’s the most understanding. When exceptional circumstances arise, they should be sympathetic and proactive in coming up with an appropriate and compassionate solution.
When you need health care, the support you receive can make a decisive difference in the quality of your overall experience. Choosing a responsive provider is a big part of making sure that it's as easy and painless as possible.