Using the Intake Opportunity for Employee Engagement and Education
By Eric Lake
Business Development Manager
Administration of family medical leave (FML), absence, and disability claims allows direct interactions with employees, often at a difficult time in their lives.
Employers are beginning to see claim intake as a key point to provide high-touch services and efficient self-service options that build employee engagement. This employee/employer interaction features an exchange of information, giving employers a natural opportunity to demonstrate support, to inform, and to educate. An insourced or cosourced administrative environment may give employers more flexibility to pursue intake opportunities.
To build the right platform for a service-rich intake process, employers have to delve into the details of the interaction. When employees need time away from work for a personal or sick day, to care for a family member, or any other paid or unpaid leave, they need to report that they will not be at work. How do they do that? How do they know how to do that? And, finally, when an employee reports an absence, what information is exchanged?
Benefit education in various forms often provides procedural direction for the employee:
- Call the human resources (HR) hotline.
- Log into the company intranet and follow the instructions.
- Download this form, fill it out, and fax it to [fill in the blank].
- Report the absence to your immediate supervisor, etc.
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