Blue Cross of Northeastern Pennsylvania (BCNEPA) Example
BCNEPA uses Benefitfocus technology for its consumer shopping portal to manage application workflows, capture information required for underwriting and design health questionnaires that consumers complete during the application process. The portal automatically enforces business and eligibility rules, so shoppers only view the plans that are available to them. BCNEPA also uses Benefitfocus billing technology to collect payment information online. Once applications are underwritten and approved, BCNEPA customers access the Shop and Apply portal to view and pay their invoices.
The portal uses Benefitfocus technology to help consumers find plans that fit their needs and apply for coverage online. There are 28 different plans available through Shop and Apply, including BlueCare Direct, BlueCare Direct Advantage, BlueCare Direct Essentials and BlueCare Direct Select. Based in Wilkes-Barre, PA, BCNEPA serves more than half a million members in 13 counties in northeast and north central Pennsylvania.
- Consumers can easily get quotes for insurance and shop online
- Consumers begin by entering demographic information
- Any plans that match display to consumers
- Consumers can compare plans side by side
- After selecting the plan, consumers can start the application
- Consumers can enter one-time or recurring payment information
- Consumers receive a confirmation page when they complete the application
Stand Out in the Individual Market
The Benefitfocus Platform provides tools to manage individual benefit enrollment, from the shopping experience to underwriting the application. The individual market is growing and today’s shoppers demand a high-quality, user-friendly software to make their lives easier. Selecting the right coverage can be tricky, but the Platform helps deliver a superior user experience at each step with video, plan comparison and more.
Consumers can:
- Shop and apply for benefits
- Review configurable text, messaging and video content
- Specify language preference
- Manage account information
- Save in-process insurance applications
- Inquire about application status
- Pay bills on a recurring basis
Brokers can:
- Maintain prospect information
- Track application status
- Ask questions via secure messaging
- View and print reports
- Manage login IDs and passwords
Underwriters can:
- Audit workflow history
- Assign application rating
- Manage login IDs and passwords
Carrier Sales Representatives can:
- Maintain prospect information
- Track application status
- Create marketing campaigns
- View and print reports
- Manage login IDs and passwords
Marketing Representatives can:
- Identify consumers who lost group insurance
- Review reports that identify relationship changes
- Examine participation reports
- Analyze declination reports
Shop
Self-service doesn’t replace customer service, it just changes the definition. Our clients utilize the Platform’s personalized plan shopping tools to create a customer-centric experience that increases site retention and the number of completed applications.
A “One-Thought-Per-Screen” design ensures that the shopping and enrollment experience is manageable and user-friendly. Consumers can watch educational videos, compare plans and use decision support tools. Our clients have even created custom videos to upsell ancillary products, showcase new product offerings, and more. The easy to use system is also configured to unique business rules, branding and application design.
- Getting started is easy - consumers just click Start Shopping
- Consumers enter basic demographic information to see which plans are available
- Consumers only see the plans that are applicable to them
- Consumers can compare benefit plans to see which one best fits their needs
- Once consumers select a plan, they begin the application process
Apply and Pay
Our clients know that a quality, customer-centric experience can’t end once an application is submitted. Self-service tools allow applicants to manage and monitor their information online, alleviating strain on internal resources. Billing information is captured during the application process and integrated with BENEFITFOCUS® eBilling or a number of other payment processors.
- Consumers receive a notification to let them know what they need for the application process
- Consumers can create their own account credentials
- Consumers enter their personal information to begin the process
- Consumers complete a healthcare survey
- If consumers indicate Yes for a question, they then follow up with the details to those questions
- Consumers can be billed later or can pay online with a credit card
- Consumers submit the application after completing all required information
Underwrite
With the Platform, our clients’ underwriters view and process applications in one place. Because the Platform validates data at the point of entry, underwriters can focus on rating applications, rather than chasing missing data and reconciling incorrect information. Applications automatically stream into an underwriting queue, and each underwriter’s task list provides a simple, central location to manage workflow.
Manage Prospects
The Platform provides the marketing and sales tools needed to effectively generate leads, track prospects and manage campaigns. Users can search for and update prospect information. They can then contact prospects and invite them to apply online.
Each sales representative and broker has a task list for viewing underwriting requests and notifications of plan application status change for a prospect. Notification events can be configured for each line of business.