Service Support

SERVICE/SUPPORT

MSI adds value to your benefit choices by decreasing the HR workload and increasing employee comfort and satisfaction through an ideal combination of “high-tech/high-touch” and “in-person/high-touch” services.

MSI service/support is task-organized into five functional areas:

• Customer Service Team – handles phone calls, coverage questions, claims issues, requests for administrative assistance, coordination with doctors and hospitals to facilitate claim payments
• Enrollment Team –performs monthly visits, enrolls newly hired employees and answer questions from existing covered employees.
• Eligibility Team –tracks new hires, changes and terminations and feed that data as needed to the benefit counselors and to our billing specialists. Tasks include COBRA tracking and COBRA compliance.
• Billing Team – reconciles all monthly invoices with on-going eligibility activity and provides audited “premium-due” information to your finance/accounting department.
• Information Technology Team – manages all data flow of eligibility and participation information via Electronic Data Interface (EDI) with insurance carriers and clients

Key elements of MSI customer service and support:

• Client employees can review their own benefits, costs and all related documents and information online 24/7
• Claims assistance and resolution
• Employees are encouraged to call us directly with problems
• MSI maintains individual (HIPAA compliant) electronic file on each employee
• Assistance with Wellness and Disease Management Programs
• Monthly MSI employee benefit newsletter mailed to all management level decision makers
• Interactive MSI website with password access to your HR staff – used to send MSI service requests and notify us of new hires, terminations and changes. Includes a library of forms and documents specific to the client’s benefit plans. Receipt of all service requests and notifications are electronically confirmed and archived
• MSI assists with COBRA and Section 125 administration. (FSA, HRA, HSA)
• Publish Total Compensation/Benefit Statements annually for all employees
• We keep clients informed of all pertinent legislative changes that impact the employee benefits program and ensure compliance with Federal and State regulations. (ACA, HIPAA, COBRA, Form 1094/95)
• At key decision points, design and conduct employee surveys to gauge employee expectations, attitudes, experience and satisfaction.
• Wellness and Disease Management Programs promoting healthier lifestyles
• Monthly newsletter to all management of client groups addressing issues of topical interest in employee benefits and related legislative and regulatory trends.

Throughout the plan year we act as liaison between the client and insurance carriers/providers as well as the primary contact for plan interpretation and problem resolution. We represent clients in all negotiations with providers relating to fees, benefit levels, plan design, and any special terms and conditions.