How Proactive Guidance and 24/7 Support Drive Value for a Self-funded Plan

INDUSTRY: NONPROFIT ORGANIZATION
HEADQUARTERS: LINCOLN, NE

The University of Nebraska Foundation (UNF) is a nonprofit pursuing a mission to grow relationships and resources that enable the University of Nebraska to change lives and save lives. As a trusted partner for those wishing to support the University, they manage more than 11,000 donor funds, an endowment ranked in the top 25 among public universities, all with a  cost of fundraising below that of their peers.

The Story of UNF

The University of Nebraska Foundation (UNF) was founded in 1936 by community leaders. Now a 501c3 nonprofit organization, UNF’s 157 staff members are an expert workforce that Talent Management and Human Resources Director Jonnie Meints describes as committed to understanding and using their benefits. The foundation is self-funded and works with a Third-Party Administrator. 

When Jonnie joined the UNF team in 2021, she quickly identified a key problem facing her engaged employees: without 24/7 access, they weren’t receiving the level of healthcare and benefits support they needed to effectively navigate the foundation’s health plan.

Self-funded companies face high employer healthcare costs when employees choose out-of-network care. Out-of-pocket costs for employees can easily soar, as well. It’s crucial for self-funded employers to add a healthcare navigation solution, as even the most engaged employees need help finding high-quality care. 

Jonnie knew she couldn’t solve the problem alone. The level of detail employees needed when searching for providers, procedures, and facilities was simply beyond her scope of work. Employees who may not have known before scheduling an imaging appointment, for example, that a more cost-effective option was available, were slipping through the cracks. A lack of visibility into her TPA data stymied her efforts, too. Jonnie’s department didn’t always know an employee was referred to imaging or seeking specialist care. On a self-funded plan, the stakes were high.

When her supervisor asked her to investigate HealthJoy Enhanced Navigation, Jonnie immediately recognized a solution.

The Help Employees Need, When They Need It

Jonnie assessed HealthJoy’s healthcare navigation platform with help from her broker partner, Mallory Seger at Unico Group. She discovered that through a deeply integrated partnership with their TPA, Auxiant, UNF could access a new level of HealthJoy service, HealthJoy Enhanced Navigation. HealthJoy Enhanced Navigation unlocks TPA data, including preauthorizations and pre-certifications, so the HealthJoy team can proactively reach out to employees before they make costly healthcare decisions.

For instance, when a UNF employee is pre-certified for imaging services like an MRI, HealthJoy can send a push notification informing them of low-cost facility options in their area.

“[Our TPA] has all the pieces, but HealthJoy really seemed to be the thing that tied a bow around those and made it way more accessible for people”

JONNIE MEINTS, TALENT MANAGEMENT AND HUMAN RESOURCES DIRECTOR

Jonnie quickly observed that the 24/7 support of a team of live healthcare concierges, combined with instant answers from HealthJoy’s chatbot, JOY, was changing the way employees navigated their plan. 

“It’s making our employees more engaged with their health plan because everything is right at their fingertips,” Jonnie said. 

HealthJoy is accessible to UNF employees’ family members, as well, which helps Jonnie’s team reach key decision makers.

“The accessibility of information to spouses is really important,” Mallory said.

Integrated Virtual Care Broadens Access

HealthJoy Enhanced Navigation includes in-app access to HealthJoy’s virtual care suite. The foundation offers Virtual Behavioral Health through the HealthJoy connected care ecosystem. Though the company has always offered an EAP, Jonnie said the addition of HealthJoy Behavioral Health significantly increased both access and quality of care for her team.

“A lot of people came out of the pandemic looking for mental health support,” Jonnie said.

“Unlike an EAP, Behavioral Health isn’t limited in sessions, and that’s a big win for us.”
Virtual Behavioral Health services are typically less expensive, for both employees and employers, than in-person mental health services. Coupled with the convenience of a virtual meeting, that can broaden access and encourage use for employees who might otherwise be reluctant to seek support.

Similarly, Jonnie’s employees report that they love using HealthJoy’s Virtual Urgent Care service. This on-demand offering allows employees and their families to speak with a medical professional whenever they have a need, even on nights, weekends, and holidays.  It’s accessible for employees and their families, around the clock and year-round.

Jonnie recalled one story of a provider who went above and beyond for an employee, directing her to a site where she could quickly find tests for strep throat. It’s just one example of HealthJoy helping UNF families find convenient and affordable care.
“How handy is that?” Jonnie said.

Smooth Implementation Sets the Stage for Savings

In just three months, 81% of UNF’s 157 eligible employees with medical benefits have activated their accounts, driving strong early engagement and resulting in a 330% ROI. Jonnie credits the HealthJoy team’s supportive implementation process and wealth of marketing support with her program’s early success.

“It’s been seamless,” Jonnie said.

Employees have used HealthJoy to find a provider or facility, book an appointment, review a prescription, or access benefits on the go a total of 590 times. Of those interactions, UNF employees accessed HealthJoy telemedicine consultations nearly 150 times. Telemedicine can effectively treat most common medical conditions like sinus infections and the flu, and it’s a convenient alternative to in-person care for both workers and their families. Even for those who prefer in-person care, HealthJoy’s 24/7 availability can help members decide on next steps when a primary care physician isn’t open.

Jonnie’s team also relies on HealthJoy’s built-in communication tools, like Broadcaster, to keep benefits top-of-mind and communicate important information throughout the year. Overall, Jonnie has seen positive growth in employee benefits engagement and understanding thanks to HealthJoy Enhanced Navigation.

“Normally benefits are not an employees’ favorite thing to have to deal with,” Jonnie said. “But if it’s easy, they’re more apt to dive in.”

HealthJoy’s benefits wallet and live support have also stepped in to answer those questions that previously went to the UNF HR team. The HealthJoy wallet, which has electronic versions of all their employee benefits cards, has been viewed nearly 450 times. When they have questions, they and their spouses can turn to HealthJoy. The HealthJoy concierge team has answered 70 benefits questions for UNF employees in just 3 months.
HealthJoy’s navigation tools and virtual care have enabled UNF employees to make cost-effective healthcare decisions, driving a savings of $19,436 for the company.

With HealthJoy Enhanced Navigation on her side, Jonnie looks forward to rolling out new programs and services, knowing employees are supported and empowered to seek high-value care at every turn.