What are the key features of BRC? 1. HIPAA Compliant. 2. Utilization reports generated quarterly. 3. BRC tracks trends to ensure plan is functioning as it was intended.4. Provides feedback to the USI Account Manager to identify education opportunities.5. Claims assistance. We reduce the amount of time the employee is non-productive at their job by taking the issue off their plate.6. Benefit interpretation and explanation.7. Drafting of appeal letters on behalf of the employee.8. Engaging and educating employees on their benefit offerings.9. Acts as an extension of the human resources department.

10. Email and telephonic inquiries to protect employee privacy if they work in a public area.

11. We allow the employee to set the expectations as to how they want us to communicate with them, and when.

12. Experienced staff with years of claims/carrier experience. 13. Messages left in the group voicemail box are returned within one business day. Emails delivered to the group email box also are acknowledged within one business day.

14. The Benefit Advocate who begins working on the inquiry will own the issue until resolution is achieved (only exception is due to illness or vacation).

15. All inquiries are documented in our call tracking system.

Where is the east coast BRC housed?The east coast BRC is located at 95 Glastonbury Blvd., Glastonbury, CT. This location also houses USI’s Consulting Group division.

What are common questions? Employees generally call about claim issues, benefit clarification, and denial of services. Typical questions may include: Is my doctor on the plan? Does my plan cover this service? I received a bill from my provider, do I need to pay?

Benefit Resource Center Human Resources FAQs

How do I educate my employees on the BRC services? Depending on when you are implementing the BRC (renewal or off renewal) will determine the best means of educating your population. In most cases, during renewal is the most effective time to introduce the BRC to employees.

• Work with your USI Account Manager to determine an appropriate campaign for your audience. Is it more appropriate to mail items to employee homes, or do you have the ability to get an email to each and every one of your employees notifying them of this added benefit? Be sure to discuss with your USI Account Manager in great detail the best means of getting the word out. • Place the packet insert into each employee packet or e-packet.• Provide employees with BRC call center cards when they come to your office to discuss claim or benefit concerns.• Post BRC posters in employee gathering places (i.e., the lunch room), mail postcards to homes, send email

announcement.

An employee complained about an issue with the BRC, who do I contact? The Benefit Resource Center is dedicated to providing superior customer service. Should you receive a call pertaining to an issue that a Benefit Advocate is working on, please contact your USI Account Manager.

I have run out of BRC call center cards and would like some posters to promote the call center, who do I call?All questions and supply orders should be directed your USI Account Manager. Generally, allow 5-7 business days for printed materials to arrive at your location.