Company: RetireeFirst, Mt. Laurel, NJ
Company Description: RetireeFirst is the premier Retiree Benefits Management provider, enhancing the experience and outcomes for group plan sponsors and their retirees. Founded in 2005, the company partners with all major national health carriers and hundreds of labor unions, public sector entities, higher education, and commercial organizations, and serves over 375,000 Medical and Pharmacy lives across all 50 states.
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 Retiree Advocacy Services—a Human Touch to Retiree Benefits
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 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, press release, webinars, and testimonials highlight our personalized service model and the meaningful impact our Retiree Advocates have on the lives of retiree members.
The Retiree Advocacy Services page URL details the advocacy pillar of our Retiree Benefits Management solution: what our Advocates do, how they do it, and why it matters to a retiree population. The page also features success metrics and five testimonials from our members.
The “Retiree Meets Advocate” video highlights the special relationship between a retiree member, Eleanor, and her lead RetireeFirst Advocate, Brooke, meeting in-person for the first time.
The case study “How RetireeFirst’s Unique Service Model Supports Retirees”
How the Advocate Jennifer Tremolini assisted members Donald and Patsy McCombe. Donald faced a serious health crisis when a doctor’s visit escalated to a hospital stay, followed by three days on a ventilator and time in rehab.
The Fostering Empathy Blog provides insight into some of the official training methods we use to teach Advocates to lead with empathy and compassion.
The “Above and Beyond” blogs describe many of the ways Advocates proactively assist members: educating them on plan benefits, resolving issues, and connecting them to preventative care and wellness programs.
The press release provides data on the team’s recent successes and growth, all fueled by the outstanding customer service provided by Advocates.
The on-demand webinar shows how complex the Medicare landscape is and why it’s essential for retirees to have a support system to guide them through it.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 170 words used.
Founded in 2005, RetireeFirst has focused on group retiree healthcare and improving our members’ quality of life for twenty years and counting. At the heart of our company, is a team of Retiree Advocates who provide the personalized service retirees deserve.
Medicare is complex and ever-changing. Our Advocates serve as a single point of contact for all healthcare questions and assistance. We offer both in-person and virtual education sessions designed to empower members with the right knowledge to make informed decisions about their healthcare, maximize their benefits, and engage with available resources. Advocates act as trusted guides who navigate members to the healthcare they need.
Our Advocates also provide real-time assistance with insurance carriers, provider offices, and pharmacies. They can help with day-to-day tasks, like making appointments, finding medical specialists, setting up prescription drug mail orders, and confirming coverage with a formulary. Advocates also proactively work on members’ behalf to resolve any issues that may arise. After resolution, Advocates always make completion calls to close the loop and ensure satisfaction.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Backed by a 2024 Gold Stevie Award for Sales and Customer Service, and a 2023 Bronze Globee American Business Award for Best Benefits Management Solution, our personalized service model continues to receive industry recognition and the highest member satisfaction ratings. RetireeFirst consistently scores a 90+ Member NPS from retirees surveyed monthly—significantly above healthcare industry benchmarks.
Each member has a dedicated Advocate team who can help them navigate Medicare and advocate for their needs. Our average speed of answer from an Advocate is under 14 seconds, which is why we have no need for call menus. Because members receive such valuable support, our abandonment rate is only 0.58% vs. the industry average of 5–8%.
In 2022, our Retiree Advocacy Services expanded with a Gaps in Care program. We partner with insurance carriers to increase participation in preventative care and wellness programs. Our methods include outbound targeted outreach, such as calls to retirees to encourage annual doctor's visits, eye exams, cancer screenings, fitness programs, and vaccinations. Wellness Advocates drive higher adoption by leveraging the trust they have instilled with each interaction. Closing gaps in care results in better health outcomes for the individual and the overall population, supporting proactive health management.
By continuing to outperform, RetireeFirst has gained market share and rapidly scaled operations in the past two years. Our 160+ in-house Retiree Advocates now serve 375,000 members across all 50 states. In October of 2023, RetireeFirst West opened in Scottsdale, Arizona to support our growth on the West Coast.
- 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 236 words used.
Our Retiree Advocacy Services deliver on the promise of our name—to put retirees first and improve their Medicare experience and health outcomes. Unlike a traditional call center, we have no call quotas. Our Advocates aren’t measured on the quantity of calls, but on the quality of interactions that foster trust and build relationships. Retirees come to know their lead Advocates on a first-name basis and
often send Thank You notes and flower arrangements. These tokens of gratitude express how much healthcare advocacy makes a meaningful difference in the lives of retirees.
Providing a great member experience starts with great people. Our Advocates have a real passion for what they do and create an award-winning culture. RetireeFirst was named Best Places to Work 2024 by the Philadelphia Business Journal. This is the third consecutive year that our company has been nominated by the public and recognized by our employees as having the most compelling culture, trust in leadership, and competitive compensation and benefits package. We take care of our people because we know they take care of our retiree members like their own family.
In an age when competitors hire offshore and/or onboard AI solutions to reduce headcount, RetireeFirst continues to invest in American workers and the human-to-human communication today’s 65+ retirees want. Our 160+ Advocates are all in-house and US-based. Many previously worked in the healthcare industry, and all undergo extensive internal Medicare and geriatric-sensitivity training
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