PURPOSE


• Ensure the integrity of the data for benchmarking

• InsurChoice prospecting

• Client Retention






Number of employees


Total number of employees – this is located on the main account page.

  • Indicates if this group is subject to ACA mandates
  • Indicates if it can be a good match for InsurChoice

Number of eligible employees – located within each policy

  • Important for market segmentation




Team Members

Not all offices have the following roles, if you do not, please disregard those particular ones


Required team members:

• Account Executive – this is the service team member responsible for the client relationship, strategy and timeline deliverables, renewal negotiation

• Account Manager – this member is mainly responsible for the day to day management, may manage the billing inquiries, claims advocacy, presentation preparation

• Claims Advocacy – specialized role, responsible across multiple books and specializes in assisting with claim resolution

• Benefits Administration – specialized role, responsible for BenAdmin platform assistance/management, NFP Experience (Connect, LP, InsurChoice)

• Financial Analyst – This individual typically works within the claims reporting, repricing, etc. on larger groups. They may also be responsible for marketing during the renewal process

• Benefits Analyst­ – This individual is mainly responsible for the marketing/RFP process. If they are also involved in financial data (see above), use FA role


Pulse Check

Identifying and reporting the status for each account. The status should be reviewed quarterly, or if a situation warrants a change prior to that, and will be reviewed in the quarterly book of business review. These reports will be rolled up into a Market Segment and Divisional Summary.


Process:

Pulse Check will be tracked in SF using theTask Feature.


On the Account screen select


Select Pulse Check

Hit Continue


Provide the following details in the task:


Subject: Pulse Check

Pulse Check: Red, Yellow, or Green (see below for guidelines)

Reason: Choose from selection or select "other" - details on the reason should be provided in comments

Business Line Impacted: This should be Employee Benefits

At Risk EAR: Total estimate of the business lines noted at risk, this is a manual calculation. If Pulse Check is Green

type "0"

Service Leader & Producer Contacted: For Yellow and Red - date the service leader and producer were made aware

of the pulse check

Prior Pulse Check: Select the prior selection (for initial selection of this process use the same code as the current state)

Next Steps: Next steps are discussed upon notification of the service leader/producer notification and/or during book of

business meeting

Reminder: Uncheck box, unless a reminder is desired

Status: OPEN – please be sure to mark prior Pulse Check as CLOSED


Defining RED/YELLOW/GREEN:

Green:

  • strong existing relationship with C-Suite/ C-Suites values our work and relationship
  • satisfactory service performance
  • could/would be used as a reference or asked for referrals

Yellow:

  • little to no relationship with C-Suite
  • mention of future RFP
  • do not regularly communicate with the client, outside of service requests
  • new contact in HR or C-Suite or known relationship with outside broker
  • significant pending service issues and/or delayed client responses
  • potentially being acquired
  • new client / new relationship

Red:

  • new NFP main point of contact (recent consultant change)
  • lack of relationship or changes in HR or C-Suite
  • pending acquisition
  • recent request for information or documents, or inquiry about compensation
  • expecting or received an RFP
  • renewal increase of 25% or more
  • significant performance issues by NFP and/or carrier(s)
Pulse Check SOP

Pulse Check SOP

Sprint to the Finish Line!


Race to the Finish Line!


To build some enthusiasm and excitement, let's make this a competition! The first office to complete their Spring Sprint will win a prize (TBD) plus bragging rights! On your mark, get set, GOOOO!