Secova's HR Answer Center services come in a variety of combinations, all designed to help you focus your efforts on more strategic issues.
HR Answer Center includes:
Call Center
Secova's HR Answer Center allows you to build a customized service model based on the Call Center's three levels of service - HRAC Basic, HRAC Advanced, and HRAC Professional. HRAC Special Projects provides even more flexibility.
HRAC Basic Services
These services are designed to provide employees with general enrollment support and responses to benefits-related questions.
Basic Services include:
- Eligibility verification
- Benefit enrollment and support
- Plan coverage inquiries
- Enrollment fulfillment
- Life events support
Basic Services are the foundation of the Secova call center platform, designed to keep your employees informed with consistent and accurate, up-to-date information.
HRAC Advanced Services
HRAC Advanced Services are the next level of support, designed to provide a single point of contact for escalated HR and benefits related issues.
Advanced Services include:
- Life events administration
- Domestic partner, dependent and over age dependent verification
- Third party eligibility inquiries
- HR forms management and fulfillment
- Initial termination services
Advanced services provide your company with an additional resource to help address issues that require a higher level of expertise.
HRAC Professional Services
HRAC Professional Services provides your organization with the capability to resolve high priority issues that require extensive, personal attention.
Professional Services include:
- Professional HR - life insurance, EOI, domestic partner, and dependent verification
- Medical and dental claims resolution services
- FSA claims support
- Professional HR - new hire support
- Leave tracking support
With the help of Secova's senior HR coordinators, HRAC Professional provides the ultimate support for your HR team.
HRAC Special Projects
Secova offers services to support special projects and shorter duration engagements.
Special Projects include:
- Open enrollment period facilitation and support
- Open enrollment form data entry
- Enrollment fulfillment
- Advanced surveying - outbound surveys and analysis
- Expanded call center hours of operation
HRAC Special Projects can provide one-time or seasonal support designed to meet your company's specific needs.
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Employee and Retiree Support
Secova provides comprehensive support for both active employees and retirees to assist them with questions, forms, enrollment, and other issues they might have.
Employee and Retiree Support includes:
- Answering employee and retiree questions
- Information and forms processing
- Eligibility and claims issue resolution
- Facilitate pension and retirement processes
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Enrollment Services
The experts at Secova work with you to develop customized enrollment solutions including telephonic and paper-based, to the benefit of your HR staff and employees alike.
Telephonic Enrollment Services
Secova provides knowledgeable counselors that walk employees step-by-step through the enrollment process.
Telephonic Enrollment services include:
- Personalized, hands-on enrollment process
- Increased employee benefit comprehension
- Mitigation of routine questions traditionally fielded by HR
- Employee single point of contact
- Scalability according to the needs of your company
Secova's telephonic services increase your HR department's productivity as well as employee comprehension of and satisfaction with their benefit plan.
Manual Forms Processing
For those companies who are not ready to transition to an online system, Secova offers a comprehensive paper-based service to handle your entire enrollment process.
Manual Forms Processing services include:
- Complete distribution and fulfillment of benefit and enrollment information
- Forms collection and documentation
- Data entry and discrepancy resolution
- Enrollment confirmation
Secova's paper-based enrollment services are designed to fully integrate with our online enrollment solution as well as our Call Center Support Service.
Enrollment Coordination Services
Secova's experienced consultants can coordinate, schedule, and facilitate all or part of your enrollment process.
Enrollment Coordination services include:
- Distribution of benefits information and enrollment forms
- Online employee meetings and follow-up
- Receiving and processing employee elections
- Individual employee follow-up when necessary
Enrollment coordination relieves your staff from the time-consuming enrollment process, freeing them to concentrate on more strategic activities.
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Eligibility Verification
Secova can be your company's single point of contact for all benefits coverage related issues, general information requests, and eligibility verification issues.
Eligibility Verification services include:
- Response to employee questions regarding coverage, co-pays, etc.
- Answers to inquiries from doctors and pharmacies re: eligibility verification, pre-authorization, and coverage levels
- Information for third-party administrators related to employee eligibility, research, and other issues
- Tracking, reporting and analysis
The eligibility verification support you received from Secova will relieve your staff from managing these time consuming inquiries as well as help identify trends and potential improvements in the communication process.
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HR & Benefits Coordination
For over a decade, the experts at Secova have successfully answered employees' human resources and benefits-related questions by providing a single point of contact for communicating accurate information. Uniquely, our "Best Shore" strategy allows us to shape each HR Answer Center solution based on our clients corporate goals and strategies, utilizing each of our locations to deliver the solution that provides the best value, both in quality and cost - a new approach for the mid-to large market companies looking to streamline their HR and Benefits Management operations. As a result, your employees are more productive, your HR staff is more effective and your human resources administrative costs are lowered.
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