With limited access to the information the HR team needed to do their job efficiently, Judi noticed a theme in the roadblocks they were experiencing—communication. “Like many challenges in HR, it takes time for the root of a problem to become clear,” she recalled. “As patterns began to emerge, we identified several opportunities for improvements, many of which could be chalked up to gaps in communication.”
When it came time for the team to issue a request for proposal, they made sure to learn as much as they could about each candidate’s commitment to transparency, security measures and their platform’s technological attributes that facilitated efficient communication among team members, employees and other stakeholders.
With the support of Shannon Early, VP of Human Resources, their RFP process eventually led to Businessolver and their benefits technology, Benefitsolver®. Topping the list of their favorite tools and functionalities for increasing efficiency were Case Manager, Action ManagerSM and Document Center.
Case Manager: As part of Businessolver’s dedication to transparency, the Benefitsolver platform includes a feature that stores all the details regarding member inquiries and issues (i.e., “cases”) in one convenient place: Case Manager. It even automatically records and stores all calls to the Member Services Team.
“I’ve only had to listen to recorded calls once or twice, because I’m able to see all the information I need in the case itself,” Sherri Collier said. “That has proven to be extremely helpful in determining the accuracy of what an employee is communicating or if information may have been relayed differently than expected.”
“I’m not having to go here, there and everywhere to find the information,” Judi added. “Everything is right there in Case Manager, and I really like that.”
Action Manager: Another feature of the Benefitsolver platform that enhances employee communication at Waste Pro is Action Manager. With 80% of their employees spending most of their day on the road, the Waste Pro HR team needed a way to provide the right information in the right place at the right time. “Being able to have accurate and timely information that goes out to the employees through Action Manager, whether through email, text messages or the MyChoiceTM Mobile App, is definitely an important part of the puzzle,” Judi said.
Document Center: This Benefitsolver feature helps Solvers, clients and other business associates access files with protected health information and personally identifiable information, such as ACA reports, plan information and payroll schedules. “The days of incessantly searching emails to find all the pieces and components of who sent what to whom, which version we’re working on, etc., are 99% behind us,” Judi said. “We can now house everything in Document Center, and that’s a big, big win to have a repository where we can keep everything, especially after annual enrollment.”
“It’s been really handy when there have been some discrepancies with carrier rates,” Sherri added. “It’s helpful to see what was actually uploaded to Document Center as approved information.”