Ongoing Customer Service

Job 1 at Strategic Business Services is the focus on customer service. Each client has a dedicated team that is responsible for maintaining total customer satisfaction. Listed below are examples of what you and your members can expect from your service team at Strategic Business Services.

  • Annual, Quarterly or Monthly Onsite Enrollment/Education Meeting/Q & A's for New or Current Employees and Spouses as requested.
  • Provide easy access to Account Executive that can assist members with:
    • Claims issues.
    • Benefit Plan Questions.
    • Explanation of Benefits (EOB) Questions.
  • Member advocates to act on behalf of a members' during claim disputes:
    • Timely review and resolution regarding any claims concern.
    • One-on-one courteous communication directly with employees through phone, email or in person meeting.
  • Enrollment Processing and accuracy checking for New Hires, Terminations or Changes.
  • Guidance on FMLA, HIPAA, COBRA, and Medicare as well as any other mandates that may affect your organization.
  • Client web portal for enrollment and claim forms specific to your group benefits.
  • Client web portal for Plan summaries certificates and member inquiries.
  • Research, reconciliation and auditing of employer billing questions, adjustments and errors.
  • Customer service database used to track and log all communications.
  • Participate in or assist during times of negotiation for collective bargaining.

Ongoing Insurance and Wellness Committee support including:

  • Prepare quarterly or monthly reports relative to health plan expenditure, participants, services provided, claims and utilization.
  • Provide explanation and education regarding the above listed reports.
  • Discuss funding concerns and options.
  • Provide Certified Wellness Program Coordinator (CWPC) to assist in managing and coordinating all aspects of a Wellness Initiative.
  • Provide benchmark information comparing your benefit program against the industry standards.
  • Provide recommendations and strategies that control future healthcare spending.

Renewal Services

  • Meet with insurance committee, staff and board regularly and as needed.
  • Manage, prepare, market, and negotiate the annual renewal for all lines of coverage in a systematic open and competitive process.
  • Conduct analysis of all the renewal options.
  • Make recommendations to Employer's health insurance committee with a goal to provide the highest value plans at the most reasonable cost.
  • Provide timely review of each policy considering:
    • Coverage levels
    • Gaps in coverage
    • Healthrisk abstention and reduction programs
    • Deductible and retention levels
    • Market conditions
  • Work with the insurance provider to provide policy summary and certificate no later than the effective date of coverage.
  • Thoroughly review the carrier-provided policies and endorsements for accuracy and request timely correction in order to conform to negotiated coverage's.
  • Provide loss control recommendations and assistance in implementation of those recommendations for each policy.