Bridging the Understanding & Satisfaction Divide in Healthcare Benefits

Employers invest considerable effort in developing benefits plans for their workforce. Nonetheless, it’s almost a given that questions arise among employees as soon as a plan is introduced. While employees are generally grateful to have plans for themselves and their families, they often question coverage quality, scope and value.

Though disheartening for HR professionals who painstakingly design these plans, this brings the opportunity to implement more robust communication and engagement strategies, ensuring employees fully utilize the value of their healthcare benefits.

Differing Perspectives

HR professionals intimately understand the intricacies of crafting competitive benefits plans. They are well-versed in the impact of each benefit, possess comprehensive knowledge of the plans inside out, and work tirelessly behind the scenes to strike a balance between affordability and service. 

Conversely, employees may not fully grasp the complexity of plan design, the trade-offs inherent in each benefit, or how to maximize the advantages offered. Their interaction with the healthcare plans may be limited to copays, and, often, their only opportunity for education comes during the initial onboarding process or the annual open enrollment period. This infrequent exposure to healthcare information inevitably results in a substantial gap in understanding and satisfaction.

Bridging the Gap

So, how can HR professionals bridge this gap and foster genuine employee satisfaction? The key lies in education and feedback.

Enhancing Communication: Tailoring communication strategies to the diverse demographics within the workforce is vital and includes simplifying complex concepts, providing accessible resources and offering information in multiple languages when necessary. Whether implementing regular updates through newsletters, emails or interactive seminars, it’s important to maintain frequent and varied communication throughout the year, not just during open enrollment. 

Integrating Technology: HR teams should also leverage user-friendly technology, including online portals and mobile apps, and consider implementing chatbots to answer common questions quickly. This could be complemented with personalized communication, such as one-on-one consultations and targeted messaging, further enhancing understanding. By creating a central repository of information, HR enables employees to effortlessly access vital benefits details, review coverage specifics and receive timely updates on plan changes. This streamlines the process of understanding and managing benefits while empowering employees with the tools they need to make informed decisions about their healthcare. 

Promoting Workplace Wellness: Benefits plans aren’t just something employees handle on their own time; they’re an integral part of the workplace experience. Given employees spend a significant portion of their daily lives at work, a company’s approach to health can profoundly influence not only employees’ overall well-being but also their utilization of benefits. Whether introducing healthy eating programs, offering on-site wellness checks or implementing fitness challenges, workplace health programs are an effective and holistic strategy to promote employee well-being and boost productivity and can lead to a more favorable perception of their benefits.

Enhancing Open Enrollment Strategies

As open enrollment season approaches, it’s critical for HR professionals to provide information on healthcare plans using various methods. Tailoring communications to highlight plans resonating with different employee demographics, such as savings and monetary benefits, can significantly boost engagement and understanding.

Additionally, benchmarking data can help ensure the offered plans are competitive and attractive to employees. Surveys can pinpoint which benefits resonate most with the workforce, allowing HR professionals to fine-tune their offerings to what employees want. When the data is the basis for a well-structured plan, HR professionals should ensure they communicate this to employees, explaining how data has driven the plan’s development and value.

Discussions about benefits plans are critical. By meeting employees where they are most receptive to information, offering numerous opportunities for education and actively seeking feedback, HR professionals can ensure employees appreciate and fully comprehend the value of their benefits and how to make the most of them.