This means that the League will use the SIMON platform to make any enrollment changes, such as new hires, terminations, and qualifying event changes on behalf of members. Over 10 years ago, the League previously handled billing and eligibility in-house very successfully and efficiently. CUSTOMER SERVICE The League has a robust and expert staff that provides assistance in whatever capacity is needed from HBT members. League HBT Consultants knows that each member is unique and has a different set of healthcare needs from the next. League staff works to curate and implement the best plan for each of its members by working closely and diligently with municipal employers across North Carolina. HBT Consultants have expert knowledge on how to make the most of each member’s plan. They can provide in-depth, specific knowledge on each program that is available to members and the best practices to utilize each service, all one phone call away. “The customer service is just top-notch,” says Casey Warner, Town of Indian Trails Human Resources Director. “I always get an answer within a day, sometimes within 30 seconds.” The Town of Indian Trails has been a member of the League’s Workers’ Compensation and Property and Liability Insurance pools for many years before deciding to also join the Health Benefits Trust. Because of the great past experiences Warner had with the League’s risk management staff, she trusted the League to provide health coverage to the Town of Indian Trails’ 53 employees. To get to know the needs and expectations of all HBT members, the League not only utilizes HBT Consultants but also League Business Services Consultants who are all licensed insurance producers. Consultants meet face-to-face with HBT members in their municipalities to assist them with any questions and provide risk management programming and knowledge of all the League’s programs and services. “We have [League consultants] come out every year and do open enrollment presentations, they handle all of that and it makes it very easy … and it’s always well-received,” says Warner. “If they don’t know an answer to a question, they’re going to find out, they don’t leave you hanging.” Further, the SIMON platform fits varied plan needs and allows the League’s consultants to directly assist members with enrollment changes with a quick turnaround. If a member needs to add a new employee to its plan or terminate coverage, they can contact the League directly with this change. Members will also be able to log into the SIMON platform and make the change themselves. Either method allows the League to have access to this eligibility information and the ability to assist members when questions arise. In February, the League’s HBT staff began hosting an ongoing webinar series that will showcase the strategic shift to Aetna and Vimly and demonstrate the transformative advantages this transition will bring. Some webinars include Aetna and Vimly representatives. This is a fantastic opportunity to meet the new HBT partners and understand the compelling reasons behind this exciting transition, ensuring that members are well-informed and confident in the positive changes ahead. A recording of each webinar is available on the League’s website, or visit the link by scanning the QR code below. Additionally, the annual Risk Management Services (RMS) Spring Tour connects members with League staff throughout the state to discuss renewal offers for each insurance pool. This year, there will be a specific focus on HBT’s transition to Aetna. This is a great opportunity to ask League insurance experts any questions or address any concerns this transition brings. For nearly 40 years, the League’s Health Benefits Trust has prioritized member needs and personalized customer service— that will never change. This transition will only strengthen those priorities and allow the League to provide enhanced service to all HBT members. RMS Update: Transition to Aetna Taking billing, eligibility, and customer service in-house doesn’t only provide cost savings to our membership in future years; it’s an investment in fostering direct relationships, enhancing accountability, and driving positive change from within. We are excited about the future of this program and what we will be able to do for our membership with these changes. » Shelly Linker, NCLM Business Manager NCLM.ORG 17
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