Pass Program Streamlined
A large university was managing the sale of more than 4,000 public-transportation passes a month, but its distribution system was labor-intensive and prone to error. The university sought a partner who could design, implement, support, and administer a comprehensive, web-based solution. Crosby began by learning the client’s business rules and complex administrative processes. After careful analysis and review, Crosby designed and implemented a customized, state-of-the-art system in less than 90 days.
The university’s employees now have an attractive and easy-to-use on-line system for buying passes with pre-tax dollars. Because Crosby manages the system, administrative personnel can focus more of their attention on planning and policy. Crosby provides a single point of customer service for both administrators and participants, which is precisely tailored to the organization’s rigorous specifications. The new system also gives the university a much improved way to promote environmentally friendly commuting.
HIRD Form Service Addresses New Need
Now that Massachusetts Health Care Reform in full swing, legislation requires employers to collect Employee HIRD (Health Insurance Responsibility Disclosure) Forms from employees who decline employer-sponsored health insurance or the employer’s Section 125 Plan. Responding quickly to these regulations, Crosby added a new service to assist larger Massachusetts Employers. Working with a benefits attorney, Crosby developed a service that complies with the brand new legislation and that can be up and running quickly. The service includes: Receiving and loading a file, Mailing Customized multiple (if necessary) participant packets via USPS Certificate of Mailing, tracking of all mailed dates and electronic storage of completed HIRD Forms. In addition, Crosby provides customer service for client’s employees with questions about completing and returning the HIRD form. This is not the first time that Crosby rolled out a new service to accommodate the needs of its clients.
Customization? - No Problem
Too often, third party administrators are considered rigid and stuck in their ways. Crosby aims to bring a new approach to outsourced administrative services. Throughout the years, Crosby has developed special customizations to meet a particular client's needs. Some of those special cases (which can include an additional cost but often does not), include:
For Reimbursement Account services,
- Requiring participants to enroll in direct deposit.
- Reimbursing via payroll
- Alternative funding arrangements
For Billing (COBRA, Retiree and Other) Account services,
- Using alternative IDs instead of Social Security Numbers
- Specialized Termination Rules
- Unconventional Billing Frequencies (for example quarterly or annual)
When Payroll Deduction is Not an Option
A local union branch was seeking a way to offer dental benefits to it's members without having to rely on payroll deduction. At the time, the primary employer for the union members did not offer a dental plan. Crosby worked with the union leadership to design a dental benefits program that could be offered through a direct billing arrangement. Members enroll one year at a time, then pay monthly by check or via automatic bank withdrawals. Crosby manages the monthly payments, carrier eligibility, carrier premium payments and all billing and eligibility related customer service. The program continues to be popular several years after the initial roll out.
Specialized Back Office Services
An insurance company had won a new client but needed to provide services it was not currently offering. This insurance company (we'll call them ABC Risk) needed a partner which could quickly setup and provide very specialized customer service and coordination to integrate with its life insurance service. ABC Risk had won the contract but didn't provide the same type of beneficiary customer service that it's client's previous insurance had offered. Working together, ABC Risk and Crosby rapidly implemented a customized work flow (including a dedicated 800 number) to allow the mutual client's HR staff and employees access to a specialized beneficiary information management services.