Maintaining Outstanding Client Retention Through Exceptional, High-Touch Client Service

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At RetireeFirst, we’re committed to delivering an unmatched client experience that spans every aspect of preserving and managing your group retiree health benefits while providing superior client and member outcomes. The work we perform on your behalf will support the rising complexity your team faces with day-to-day administration of your retiree healthcare plans. Additionally, the services we provide your members will help ensure their good health and peace of mind for a fulfilling retirement and, subsequently, reflect positively on you.

From initial plan implementation to ongoing administration assistance, our services are tailored to meet your specific needs, allowing you to maintain your current processes without any disruptions. And, by partnering with your consultant/broker and carrier, we ensure that our efforts strengthen, not duplicate, your existing initiatives.

As an extension of your team and in coordination with your consultant/broker, we excel in providing group retiree Medicare expertise and comprehensive support encompassing three key areas: A dedicated service team, eligibility management, and billing and invoicing.

A Dedicated RetireeFirst Service Team

Our approach to client service is extremely high-touch. We empower and surround you with a dedicated team of Medicare-trained experts who work together cohesively to serve as your partner for seamless support.

Your RetireeFirst team engages in an end-to-end strategic and administrative process that maximizes value to you and your members across multiple touchpoints:

Client Services Team represented in  a graphic with 7 different icons, with the cilent at the center
Regional Vice President Icon

A Regional Vice President “quarterbacks” initial client or consultant engagement, learning about your needs and concerns, and collaborating with our carrier partners on lower-cost plans with benefits aligned to your current plan.

Implementation Specialist Icon

In rolling-out your new plan to members, an Implementation Specialist steps in as your primary contact, overseeing retiree communication, initial eligibility, and following the implementation on the carrier’s end through the go-live date.

Client Service Manager Icon

A Client Service Manager serves as your day-to-day contact for ongoing plan needs – billing, eligibility, retiree assistance, plan design questions, retiree outreach requests, network issues, and more.

Client Service Director Icon

Our Client Service Director provides client oversight and assists with high-priority and escalated situations. For the highest escalations, our Vice President of Client Services, who oversees all client services, is available to assist.

Retiree Advocate Icon

Our Retiree Advocates serve as your members’ point of contact, addressing plan questions and concerns. They initiate calls to pharmacies, providers, and others to resolve issues, ensuring resolution. And they educate retirees on ancillary plan benefits and promote covered health and wellness programs.

Vice President of Client Relations Icon

Once your renewal cycle approaches, our Vice President of Client Relations plays a central role in developing strategic recommendations, including any new plan design enhancements that would benefit your members. They also handle reporting, overseeing event and meeting participation requests, and assisting with plan design questions.

Eligibility Management

RetireeFirst manages ongoing eligibility for clients’ retiree healthcare plans. This involves ensuring retirees are enrolled and disenrolled on the requested date, adhering to the Centers for Medicare & Medicaid Services (CMS) guidelines. We also provide support and guidance through the enrollment data file formatting process to ensure it is a simplified experience for you. Additionally, we go the extra mile by making personalized welcome calls to each new member, introducing ourselves, extending a warm welcome, and informing them about the arrival of a comprehensive welcome packet, following initial plan implementation.

Billing and Invoicing

We offer support throughout the billing and invoicing process, which includes thorough eligibility reconciliations to guarantee the accuracy of information across client, carrier, and RetireeFirst records. Invoices are then carefully generated to reflect real-time eligibility status. The team also offers the flexibility to customize invoices to include many client-specific details you may require. Additionally, there are multiple payment remittance options available, making the payment process as convenient as possible for you.

Strong Client Retention and NPS: A Testament to Client Satisfaction

We’re committed to providing exceptional value to clients and their members through delivering outstanding service. To that end, we’re extremely proud of our 99.9% Client Retention rate, as it speaks to our clients’ satisfaction with our service levels.

Additionally, year after year, we obtain world-class Client Net Promoter Scores (NPS). NPS gauges customer loyalty, satisfaction, and enthusiasm with a company, calculated by asking clients “On a scale from 0 to 10, how likely are you to recommend this company to a colleague?” In our 2023 client survey, we received a Client NPS of 90+, indicating that over 90% of our clients recommend RetireeFirst for their retiree benefits management needs. When we speak about industry-leading service, we do so factually, as the average NPS score for the healthcare industry is 60.

Our Clients Are Our Best References:

“Being able to pass benefit administration to RetireeFirst has been a huge help. They do patient advocacy, they educate the retirees, they do outreach, which is huge. They are there to support the retirees. I didn’t really have to lift a finger. I would highly recommend working with RetireeFirst.”

— Rachel Gent, Benefits Manager, City of Grapevine, Texas

If you would like to discuss your specific needs, please contact us!