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Why a client advocate?  Why not customer service?  Because the BBSI client advocacy staff goes far beyond “customer service”.  We believe that when an employee is sick or worried about a health concern, they should not be worried about their health insurance policy performing the way they were told it would.  To this end, we not only work with our clients management team, we also work extensively with the employees and their dependents to make sure they are well represented. 

At the Employee and Management level, our Client Advocate Staff becomes involved to provide:

1. Claims resolution
2. Communication on how insurance administrators work and how this affects employees
3. Communication on how the different insurance plans operate and teach employees effective use of their insurance coverage
4. Help employees locate physicians
5. Help employees take full advantage of Internet communication and information about the insurance
6. Work with employees whose primary language is not English to assure understanding and knowledge of all insurance
7. Work with employees on lifestyle management issues such as obesity, smoking and preventive teeth cleaning

What employees experience when they need day to day help on their benefits has a great deal to do with how they perceive their jobs.  We see it as our job to make sure benefits present positive experiences for them, which then becomes a deterrent to high and costly turnover.

Whether a problem relates to a claim, enrollment or related issue, our client advocate staff is trained to provide our clients and their employees with the right answers in a timely manner.  Our goal is to be proactive and work with employees (and their dependents) on the understanding of their benefits, thus eliminating many of the issues that can arise later.  We provide legitimate 24 hour, 7-day-a-week access to meet any employee’s need.  The cell phone number of our client advocate manager is provided to employees for after hours or weekend contact.

Yes, our clients have access to legitimate 24/7 help.  When we say 24/7 we are not offering an answering machine, carrier 800# or website and calling it help.  Our Client Services Manager offers her cell number to all employees with the request that should they have an emergency after hours, they call her directly.

We believe the kind of situation an employee is likely to have after hours is going to be a serious matter.  The employee could be at the pharmacy and unable to obtain medicine for a sick child, have difficulty in the emergency room or need help while they are on vacation.  It is times like these you want a knowledgeable, live, human being on the other end of the phone to help you through the situation.  That is exactly what we provide in giving Carol Stiles’ cell phone number to each and every employee we serve.