Company: RetireeFirst, Mount Laurel Township, NJ
Nomination Submitted by: Alloy
Company Description: RetireeFirst is the premier retiree benefit management solutions and advocacy service provider, proven to enhance the experience and outcomes for group plan sponsors, employers, and their retirees. The company supports clients by simplifying and navigating the complex benefits landscape to improve the health and wellness of members and provide them with stress-free experiences.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Other Service Industries
 Nomination Title: RetireeFirst’s Advocates Support Over 275,000 Retirees Across All 50 States
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 250 words used.
The uploaded URLs, videos, case studies, blogs, release, webinar and testimonials offer diverse perspectives of the significant impact RetireeFirst’s Advocates have on the lives of those they serve.
The “Our Team” video showcases Advocates’ passion and commitment, offering a glimpse into the team’s history, who they are today, and what they stand for.
The Retiree Advocacy Services page URL shares Advocacy program details – how the model works, what the services entail, and metrics on savings, enrollments and member satisfaction.
The case studies tell success stories from clients, providing tangible evidence of RetireeFirst’s capabilities in delivering financial value, saving time, and instilling trust and loyalty.
The Fostering Empathy Blog provides glimpses into the process behind RetireeFirst’s training method – and why it works – detailing Advocates' journeys to become qualified to serve retirees.
The “Above and Beyond” blogs provide insight into ways Advocates proactively assist members – educating them on plan benefits, resolving issues, and connecting them to wellness programs.
The release provides data on the team’s recent successes and growth – all fueled by the outstanding customer service Advocates provide.
The testimonials link utilizes a video presenting firsthand accounts from customers and retirees whose lives have been positively impacted by the customer service team.
The “Retiree Meets Advocate” video highlights the special relationship between a retiree member, Eleanor, and her dedicated RetireeFirst Advocate, Brooke.
The linked webinar shows how complex the Medicare landscape is and why it’s essential that retirees have a support system to guide them through it.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
RetireeFirst is a premier retiree benefit management solutions and advocacy service provider. Founded in 2005, our sole focus is on Medicare and group retiree healthcare. We are committed to enhancing the retiree experience and outcomes for group plan sponsors and their retirees.
At the heart of our company are RetireeFirst Advocates; an in-house customer service team is dedicated to retirees as they troubleshoot issues with insurance carriers, provider offices, and pharmacies. This team of compassionate people truly care about helping retirees navigate Medicare, understand their benefits, and connect to programs that improve their health and wellbeing. The Advocate who answers their call is assigned to the retiree’s case as the point of contact from beginning to end. Advocates develop relationships with retirees and take full responsibility for issue resolution.
Through the Gaps In Care program, launched in fall 2022, we partner with insurance carriers to proactively educate and encourage retirees to obtain appropriate screenings and preventative care, resulting in better health outcomes. The team consists of Wellness Advocates who contact retirees to remind them of annual doctor's visits, eye exams, cancer screenings, and vaccinations to promote individual well-being but also contribute to the overall population health, supporting proactive health management.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 242 words used.
Since July 1, 2021, the Advocacy Team has more than doubled in size, growing from 60 to over 130 Advocates dedicated to providing every member with live, compassionate support. On October 10, 2023, RetireeFirst West opened in Scottsdale, Arizona to support our growth on the West Coast.
The Retiree Advocacy Team is proud of the following accomplishments:
- Winning a Bronze Globee American Business Award for Best Benefits Management Solution in June 2023, recognizing teams whose approach and platform improve benefits around healthcare and well-being while putting people first every day
- Launching a Gaps In Care program in Fall 2022, engaging retirees in preventative health and wellness. YTD 2023, the Wellness Advocates have:
- Educated 91.2% of retirees on preventative services covered by their insurance carrier.
- Scheduled 1,993 retiree house calls
- Assisted retirees in scheduling 788 clinical and wellness visits, including 443 annual checkups, 10 diabetic eye exams, 2 breast-cancer screenings, 21 colorectal screenings and 4 flu shots
- Saving retirees millions of dollars. One of RetireeFirst’s significant recent achievements resulted in retirees in a northeastern U.S. county having insurance contributions reduced by $3.3 million
- Consistently achieving a 90+ NPS for outstanding service, with an above-average survey response rate of 40% among retirees surveyed monthly
- Being recognized as one of Philadelphia Business Journal’s “Best Places to Work,” voted on by employees. This honor indicates Advocates are passionate about their work, leading them to provide outstanding care and service to retirees.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 180 words used.
RetireeFirst pioneered a specific industry niche for itself, they have blazed new trails that competitors are only just starting to follow – and their innovative approach has paid off in some incredibly rewarding ways. Retirees are often so appreciative of their Advocates’ assistance that they send thank-you gifts, flowers and treats to their Advocates.
The following testimonials were provided by grateful retiree members:
“My Advocate, Dianna, made me feel very comfortable from the start. She followed up on my issue and called me back with updates. She even called to let me know it was resolved!” - Retiree from Sheet Metal Workers Local 19
“It is nice to have someone beyond the insurance company help me understand my coverage. The Advocates have been very approachable and considerate.” Retiree from NASI Welfare Fund
“My contact with my Advocate, Tina, was exceptional. She was friendly, attentive, and knowledgeable. She followed up with numerous phone calls to keep me informed of the progress with my problem. She is truly an asset. Thank you!” Retiree from Chicago Firefighters Union Local 2
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