Challenge
Customer service is a vital benefit that Magellan Health Services offers its nearly 60 million members. When it came time to consider a new method of delivering benefits information, Magellan wanted to provide that same high level of service for its employees by giving its 4,300 employees the comprehensive information needed to make informed choices during open enrollment period without having to constantly seek assistance. And with employees spread across 20 locations, Magellan Health Services was looking for an easier way for the HR team to conduct employee data searches and develop reports. The current system required knowledge of specific report-writing capabilities that meant the members of the HR team had to depend on other people to write reports.
Solution
Magellan chose the Core Benefit Administration platform from Hewitt for its simplicity, reliability, functionality, and customization. Employees can now find all their information in one place, instead of being directed by HR to a variety of places for information. What impressed Magellan about the Hewitt solution was its human touch that appealed to both technophobes and computer whizzes alike. The high level of customization with Core Benefit Administration enabled Magellan to brand the content with first-class employee communications and graphics. By adopting the Core Benefit Administration solution, the benefits team can track information by first or last name, worksite and other means. And pulling reports doesn't require knowledge of report-writing language associated with the old system.
Results
Magellan employees had nothing but praise for the new Web site and customer service they received. According to Magellan's employee communications department, employees are more engaged with their benefit plans, and give Hewitt high marks for helpful service in both live-chat and call center formats involving benefits counselors or customer service reps. Magellan also achieved substantial savings by adopting Core Benefit Administration as it allowed them to bring back in house and streamline bill processing and other labor-intensive tasks that were previously performed by a third-party administrator. Instead of shuffling piles of paper, the HR professionals are now being deployed to more strategic initiatives such as addressing employee wellness issues.
