Avoid These 2021 Open Enrollment Landmines

Avoid These 2021 Open Enrollment Landmines

You might guess that tackling 2021 open enrollment amid this year’s upheaval would require an innovative approach. Yet as our 2021 State of the Benefits Experience Survey revealed, HR is planning on many of the same tools, tactics, and techniques that have fueled OEs past. What gives?

In this two-part series, we’ll explore how HR plans to execute OE this year, and why it may not be enough. We’ll unpack the problems plaguing your benefits strategies and the simplest ways to fix them. And, we’ll reveal why this is so much more than a time for “just hosting it all on Zoom.” Instead, it’s an opportunity to overhaul an outdated system for employee good in all the years to come.

The biggest problem with your OE plans

Our 2021 State of the Benefits Experience Report is a comprehensive review of a survey sent to over 9K HR professionals in the summer of 2020. Their responses shed light on some of the most significant problems HR faces going into this year’s OE.

For one thing, employees just aren’t “getting” your OE communications.
The HR pros we surveyed rated their benefits education strategies at a 3 out of 5. “Not bad,” you might say. But what surprised us most was how many stale solutions made their list of go-to education and communication tools.

Our survey found that when it comes to benefits education, 89% were using benefits booklets and guides, 86% were using benefits presentations, and 42% were using benefits fairs. Additionally, 90% will use a benefits portal or website—although most said accessing their full benefits package would require the use of 2-4 separate websites.

Seeing the popularity of these solutions would be one thing if HR was satisfied with its education strategy. Instead, our respondents said they saw room for improvement. That rating of 3 out of 5 for benefits education (a solid C+) success indicates HR should be relying on new tools during 2021 open enrollment and beyond, rather than old-school booklets, presentations, and fairs.

The story is the same when it comes to communicating benefits information. HR teams are falling behind the rest of the world when using SMS, push notifications, and chat tools to communicate.

On HR’s list of tools are enrollment materials (98%), in-person meetings (77%), email (97%), and intranet (68%). About 7% use SMS messages, 21% use app notifications, and 13% use Slack, Teams, or other chat systems.

Another sign there’s room for improvement: our survey found that HR pros spend an average of 9 hours per week assisting employees with their benefits. Even worse, the most frequently-asked question was “finding support contact info when [employees] have employee benefit requests.” These aren’t complicated problems of spousal coverage or billing loopholes. Employes are stumbling at the very first stage of benefits understanding. Can you imagine a stronger indicator that benefits education isn’t working?

The benefits you must highlight during 2021 open enrollment

As we continue setting the stage for an unusual OE, let’s consider what’s at stake. Employees need their benefits like never before. Americans are in a mental health crisis, witnessing social unrest, and facing financial instability. For many, attention spans are shortened by the same forces; new work arrangements, caregiving, childcare needs, and more. All these pulls make it more challenging to get your most important messages through. So, it may be helpful to narrow your focus. What do employees need right now? We can find two easy answers in benefits you likely already offer.

  • Virtual care, including telemedicine, saw a bump in public perception and utilization during the pandemic. In our survey, 89% of respondents reported placing greater importance on virtual healthcare due to the pandemic. If employers are seeing the utility of virtual medicine at a higher rate than ever, shouldn’t that emphasis be passed on to employees, as well? Telemedicine is typically an underutilized benefit. As reopenings make doctors’ visits seem like a better idea, employees might forget the ease and cost-savings of a virtual visit. Yet we know that virtual medicine can save employees up to $120 per visit, on average, regardless of what’s going on in the world. This year is an ideal time to emphasize your telemedicine benefit (if you’re one of the 75% of employers who already offer it).
  • This OE is ideal for focusing on mental health benefits as well, as employee mental health is in crisis. According to the CDC, 40% of US adults reported struggling with mental health or substance use as recently as late June. Specific populations, including young adults, Hispanic persons, black persons, essential workers, unpaid caregivers for adults, and those receiving treatment for preexisting psychiatric conditions, were disproportionately affected. In light of this, it’s clear that employees must know how to access mental health support. But the substance use, financial, legal, and family support resources in your Employee Assistance Program (EAP) are also critical. Yet in our survey, most respondents said they did not believe employees knew about their full EAP offering. Seven percent reported they did not think employees knew about their EAP at all. Given our current crisis, you can’t afford to let EAP slide for another year. Mental health benefits deserve our emphasis in 2021.

OE is coming. Are you ready?

The good news is this: OE is a time to get ahead of these problems. It’s not too late to plan for a knockout OE that tackles this unusual enrollment period head-on and deals with predictable problems before they ever rear their heads. In our next post, we’ll detail insights from our survey you can use to inform your OE planning.

Announcing the 2021 State of the Benefits Experience Report

Announcing the 2021 State of the Benefits Experience Report

I’m thrilled to announce the launch of the 2021 State of the Benefits Experience Report.

With data gleaned from a survey sent to over 9,000 HR professionals around the country, across industries, and at every job level, the report presents a unique insight into the way HR is handling a particularly challenging plan year.

This is HealthJoy’s first benchmarking report, and it’s published at a time of considerable uncertainty for human resources departments around the country. The 2021 State of the Benefits Experience Survey ran for two weeks in July, while HR professionals were planning for open enrollment and dealing with unprecedented change related to the COVID-19 pandemic. By focusing on forward-looking questions, we uncovered what HR is struggling with right now and how they plan to solve those problems in 2021.

Justin Holland Headshot
Webinar
Exploring Insights from HealthJoy’s 2021 State of the Benefits Experience Report

What’s happening today – and tomorrow – in employee benefits? Join our Founder & CEO, Justin Holland, as he breaks down our findings and offers additional insights from HealthJoy’s unique position in the benefits space. 

While they were dealing with the additional pressure of layoffs, budget cuts, furloughs, remote work, and employee mental health, HR professionals also had to plan to deliver employee benefits. Our survey results reflect this tension. Now, more than ever, we see HR asked to deliver better results, under increasing pressure, and without adding new solutions.

The survey revealed that:

  • Eighty-nine percent reported placing more emphasis on virtual care as a result of the COVID-19 pandemic
  • HR pros are mired in benefits questions. While they spend an average of 9 hours, they may spend 20, 30, or even 40 hours per week answering questions about how to find support contact information or explaining benefits basics.
  • Eighty percent of companies won’t expand or reduce their benefits offerings next year.
  • Companies are leaning on consumerism to save money in 2021, but they aren’t offering tools to make that easier for employees. Fifty-nine percent listed “creating better healthcare consumers” as their primary cost-containment strategy. The same number reported they don’t’ offer a solution.

The upcoming plan year will look like nothing we’ve seen before, and employees need more help than ever. Taking the pulse of the benefits at this juncture reveals exactly what HR is juggling in this unusual time. We hope this contribution helps our industry understand problems and innovate solutions that continue to put the employee experience first.

Download the full report here, and join me next week, on Sept. 30, as I host an exclusive webinar about our findings.

As we close on a year none of us could expect, we must focus on how benefits can best support employees. The 2021 State of the Benefits Experience Survey will offer unique insights to aid your decisions in the years to come.

How our Virtual Assistant, JOY, Helps You Plan for OE

How our Virtual Assistant, JOY, Helps You Plan for OE

Your employees may feel like open enrollment (OE) spans just a few short weeks in the fall, but you know it’s a year-round project. When OE rolls around, you have so little time to engage employees, inform them about your benefits package, and help them see its value. That takes preparation. This year, you might even add the extra challenge of doing it all with dispersed or remote employees amid a global pandemic. You know their attention is at a premium.

So how can you plan, right now, to grab the attention you need?

Communication journeys from our virtual assistant, JOY, offer a mobile solution.

Leveraging mobile communications

Mobile is the new standard in benefits communications because it’s the standard in our everyday lives. That makes app push notifications one of the most powerful tools you can use to make OE both simpler and more successful (see The Best Benefits Engagement Tool You Haven’t Used).

According to the Pew Research Center, nearly all Americans now own cellphones, and 81% of those own smartphones. We use our devices to store our grocery lists, call an Uber, video chat with doctors, and even to navigate our benefits. Our smartphones integrate into our lives more than any other communication device in history.

In terms of OE, the value of mobile messaging lies in its ability to cut through the noise. A Localytics study found that app users who received push notifications had 53% more sessions than app users who didn’t. More sessions mean more action and utilization. We expect app notifications to remind, ping, and prompt us. Just think: how many push notifications do you get each day? Do they feel more urgent than email? If you’ve ever paused notifications to get a little work done, you know the power of the push.

You can harness that power for a smoother open enrollment. Sure, you could cobble a solution together yourself, but we just let JOY do the work. 

Read our Employee Benefits Communication Guide for more.

Using JOY Journeys for OE

A JOY Campaign Journey, which we refer to as a journey, is a chat-like series of custom communications designed to educate members and prompt action. For instance, we use monthly campaigns to encourage members to get a flu shot. Other JOY journeys are core functions of the app, designed to deliver provider recommendations, begin a bill review, or discover prescription savings.

JOY’s journeys are our secret weapon for driving utilization and assisting with your educational campaigns (see “What are HealthJoy’s JOY Campaign Journeys?” for all the details).

At open enrollment, JOY’s skills in prompting action shine. During this time, her messages remind users of cutoff dates and encourage them to enroll. We remind employees to view the open enrollment card in their benefits wallet and direct them to your enrollment website, where they complete plan selections. We can either pull them back into the app to view a custom open enrollment card in their benefits wallet or point them to an outside website.

Here’s how a typical open enrollment journey schedule looks for HealthJoy clients:

  • One push notification and journey received a few days before the start of OE
  • One push notification and journey received the first day of OE
  • One push notification and journey received a few days before the end of OE

Imagine this: your employees know open enrollment is coming, but they’ve ignored most of your messages. When an email comes through on their phone, they think, “I’ll take care of this when I’m in front of my computer.”

Now, imagine a chat message about OE that catches them at just the right moment. The “when I’m in front of my computer” excuse disappears. Even if the action they take is just a few minutes spent absorbing your OE dates, that’s a few more minutes of education than they might otherwise give up.

dispersed offices benefits
How to Simplify Benefits Communication for Open Enrollment

Review these seven tried-and-true strategies now to make the most of your open enrollment benefits communication.

Plan for OE now with JOY’s journeys

When you put JOY journeys to work during OE, it lifts your communication burden. The messaging is simple, short, and conversational. Rather than replacing your OE emails, meetings, or presentations, journeys complement these offerings with a mobile-first approach.

In short, campaign journeys are another useful tool in your year-round communication belt. Backed by the power of a benefits experience platform, even short messages pack a punch that leads to a smoother OE.

Schedule a demo today to see how HealthJoy is building a better employee benefits experience.

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<div class='gf_browser_unknown gform_wrapper gform_legacy_markup_wrapper' id='gform_wrapper_9' > <div class='gform_heading'> <h3 class="gform_title">10 Benefits Presentation Tips from TED Talks eBook - 2-Col (Pop-up)</h3> <span class='gform_description'></span> </div><form method='post' enctype='multipart/form-data' id='gform_9' action='/blog/2020/09/' > <div class='gform_body gform-body'><ul id='gform_fields_9' class='gform_fields top_label form_sublabel_below description_below'><li id="field_9_8" class="gfield gf_left_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_8' >First Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_8' id='input_9_8' type='text' value='' class='large' placeholder='First Name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_9" class="gfield gf_right_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_9' >Last Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_9' id='input_9_9' type='text' value='' class='medium' placeholder='Last Name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_4" class="gfield gf_left_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_4' >Email<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_email'> <input name='input_4' id='input_9_4' type='text' value='' class='medium' placeholder='Email' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_5" class="gfield gf_right_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_5' >Company name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_text'><input name='input_5' id='input_9_5' type='text' value='' class='medium' placeholder='Company name' aria-required="true" aria-invalid="false" /> </div></li><li id="field_9_10" class="gfield gf_left_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_10' >Company Size<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_select'><select name='input_10' id='input_9_10' class='large gfield_select' aria-required="true" aria-invalid="false" ><option value='' selected='selected' class='gf_placeholder'>Company Size</option><option value='1-100' >1-100</option><option value='100-500' >100-500</option><option value='500-3000' >500-3000</option><option value='3000-1000' >3000-1000</option><option value='10000+' >10000+</option></select></div></li><li id="field_9_7" class="gfield gf_right_half gfield_contains_required field_sublabel_below field_description_below gfield_visibility_visible" ><label class='gfield_label' for='input_9_7' >What Describes You?<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label><div class='ginput_container ginput_container_select'><select name='input_7' id='input_9_7' class='large gfield_select' aria-required="true" aria-invalid="false" ><option value='' selected='selected' class='gf_placeholder'>What Describes You?</option><option value='Employer' >Employer</option><option value='Benefit Consultant' >Benefit Consultant</option><option value='TPA' >TPA</option><option value='PEO' >PEO</option><option value='Other' >Other</option></select></div></li></ul></div> <div class='gform_footer top_label'> <input type='submit' id='gform_submit_button_9' class='gform_button button' value='Get Your eBook' onclick='if(window["gf_submitting_9"]){return false;} window["gf_submitting_9"]=true; ' onkeypress='if( event.keyCode == 13 ){ if(window["gf_submitting_9"]){return false;} window["gf_submitting_9"]=true; jQuery("#gform_9").trigger("submit",[true]); }' /> <input type='hidden' class='gform_hidden' name='is_submit_9' value='1' /> <input type='hidden' class='gform_hidden' name='gform_submit' value='9' /> <input type='hidden' class='gform_hidden' name='gform_unique_id' value='' /> <input type='hidden' class='gform_hidden' name='state_9' value='WyJbXSIsImFkODg5MTk3ZmY1MDIyZGVjZjEyNWI2ODk1Y2YyMGZiIl0=' /> <input type='hidden' class='gform_hidden' name='gform_target_page_number_9' id='gform_target_page_number_9' value='0' /> <input type='hidden' class='gform_hidden' name='gform_source_page_number_9' id='gform_source_page_number_9' value='1' /> <input type='hidden' name='gform_field_values' value='' /> </div> </form> </div>