Even with a dramatic surge of 2014 business from staffing firms urgently seeking ACA-compliant solutions to eliminate penalties, Essential StaffCARE customer support metrics for 2014 and Q1 2015 have achieved unprecedented, industry-leading levels.
Despite adding more than 500 new staffing company clients in 2014, with most coming online in the last 8 weeks of the year, all groups have been absorbed into ESC’s Staffing Specific Administrative Platform (SSAP) and service metrics have reached industry-leading levels in multiple categories.
While few health plan providers in the staffing industry can monitor any customer service metrics, ESC and their administrative unit proactively monitor more than 15 performance categories on a 24/7 basis. The performance metrics are audited and validated by Blue Cross Blue Shield of South Carolina. Among key 6-month metrics reported:
- 80,000 newly enrolled members in December 2014 and January 2015 alone
- 779,000 calls received — +34.3% vs. prior year
- 97.3% first call resolution of employee needs — compared to 97.4% prior year
- 24 seconds average speed of call answer — up from 21 seconds prior year
- 95.8% of claims processed within 14 days — improved from 95.3% prior year
Leaders in the staffing industry have taken notice:
“On behalf of the ASA board, membership and staff, thank you (ESC) again for working so vigilantly to ensure that our members have had ACA compliant insurance products to choose from to meet their current and future needs. I have heard from several board members about the exemplary service that your team has provided to their companies over the past several months.” — Richard Wahlquist, President & CEO, American Staffing Association
We couldn’t have said it better ourselves.
The American Staffing Association President and CEO Richard Wahlquist, in an open letter to the staffing industry, invited industry executives and business leaders to join him at Staffing Law April 27-29, 2015 in Washington D.C. Included in his highlights that attendees should expect was the unveiling of Essential StaffCARE’s new ACA-Compliant Bronze Plan.
Essential StaffCARE’s new fully-insured, ACA-Compliant Bronze Plan — designed specifically to meet the unique needs of the Staffing Industry — will be introduced at Staffing Law 2015 April 28-29.
The highly anticipated plan will initially be made available to “current Essential StaffCARE (ESC) customers to ensure there is appropriate time for them to replace first generation MV plans that have been grandfathered through 2015,” according to J. Marshall Dye, ESC President and CEO. “It will also allow them additional time to explore ESC’s enhanced technology and administrative solutions that will ensure ACA compliance, automate benefit offerings and expand customer support.”
The new ESC Bronze is a fully insured, true major medical plan with unlimited in-patient hospitalization benefits. The plan includes all ACA-mandated benefits to ensure compliance for participating companies. The new ESC Bronze plan has no minimum employee participation requirements.
“2014 was a challenging year for us all with changing ACA regulations and last-minute HHS pronouncements,” added Dye, who noted that ESC had added more than 500 new staffing company clients in 2014 with most coming online in the last 8 weeks of the year as those firms turned to ESC for help. “The flood of new ESC clients in such a compressed period stressed our new group on-boarding process and service teams. These groups have now been absorbed into our Staffing Specific Administrative Platform (SSAP) and service metrics are quickly returning to normal.” ESC reported the addition of over 80,000 new enrolled members during the first month of 2015.
“We’re excited to launch ESC’s ACA-compliant Bronze plan, along with enhancements to our MEC and Fixed Indemnity coverages,” said Dye. “We will share our new E-enrollment and Audit Log technologies and introduce an expanded client support team at Staffing Law. Our long-standing partnership with the American Staffing Association and the unwavering support of Blue Cross Blue Shield enables us to bring this essential product to the Staffing Industry. We look forward to helping ESC customers fully comply with ACA requirements and maintain their competitive edge.”
About Essential StaffCARE
Essential StaffCARE is the largest provider of ACA-compliant health plans and supplemental employee benefits to the Staffing Industry. Serving over 1,500 staffing company clients and enrolling over 750,000 temporary employees annually, ESC offers ACA-compliant MEC plans, fully insured Major Medical plans, supplemental Fixed Indemnity plans, and comprehensive audit and enrollment technology solutions. ESC is an American Staffing Association (ASA) Industry Partner, and an award-winning member of the National Association of Health Underwriters (NAHU). Visit us at www.EssentialStaffCARE.com or email Sales@EssentialStaffCARE.com for more details.