Employee Education Leads to Dramatic Increase in Enrollment Participation

Challenge

The client was a Public School District in 2 states 83 locations with a large Spanish-speaking population. There was a new Medical, Dental, Vision & Worksite carrier for all employees, active Open Enrollment conditions, and group meetings and in-person benefit counselors were not a possibility this year due to the pandemic.

Solution

The broker partnered with AP Enroll who handled all benefit administration, communication, and enrollment services for new client. With the pandemic, the client needed a call center capable of educating and enrolling the client’s 7450 employees. AP Enroll and their 85 licensed councilors had the bandwidth to handle this active enrollment. 40% of AP Enroll’s councilors are bilingual, providing the client resources and communication for every employee. We deployed multiple channels of outreach to engage employees, and over the course of a 22-day enrollment window, 10,497 emails, 21,949 text messages, and 32,109 calls were made to employees on the client’s behalf. All enrollments were recorded and housed for quality assurance.

Results

94% of employees Participated in open enrollment. AP Enroll increased participation across all lines of insurance offered to client’s employees by educating employees during their one-on-one call with call center representative. The majority of all enrollments were completed through the AP Enroll call center. The result was a satisfied client and broker.