Customer Support
Plan Benefit Services believes in the concept of “specialization”. Our employees can better serve our customers by specializing in specific areas of responsibilities rather than attempting to handle all areas. For this reason we have developed separate departments to handle specialized areas. Each of these departments is staffed by seasoned veterans in their areas of expertise and includes:
PBS Customer Support Departments
- Customer Service
- Field Service
- Eligibility Management
- Billing Administration
- COBRA Administration
- Multi-media Productions
We place a great deal of emphasis on customer service. We believe that when your employees have an issue regarding their benefits, they should be able to talk directly with a knowledgeable service person who can resolve the problem quickly. The same is true when you as the HR administrator have questions about billing issues or benefit questions – you want a quick, accurate answer – with Plan Benefit Services, you only need to know one telephone number!
A Customer Service Team is assigned to each new account. Some of the duties performed by these team members include:
Incoming Calls from Employees -
Regarding benefit questions or claim issues are quickly and courteously resolved by your dedicated PBS Internal Customer Service Representative.
Incoming calls from your HR Department -
Relating to administrative issues, claims, billing questions, data reports, etc. are all handled by your Internal Customer Service Representative.
Enrollments for new employees or Open Enrollment -
Are handled by your dedicated PBS Field Service Representative.
Monthly meetings -
To discuss data reports, benefit issues, renewal preparation and communication & enrollment packages are also handled by your Field Service Representative.
Data entry of your employee’s benefit elections and eligibility information -
Are performed by your dedicated eligibility specialist and are transferred electronically to your insurance carriers.
Data reports for -
Employee benefit elections, eligibility status, new hires, employee terminations, student aging out reports, confirmation statements, benefit statements and premium billings are also prepared by your eligibility specialist.
COBRA administration -
All COBRA notices, premium tracking, notices to carriers and employers are all performed by your COBRA specialist.
Administration manuals -
Provides the HR Department with detailed information about each benefit, process for submitting claims, adding and deleting employees, submission of premium payments, reporting employee eligibility, etc...
ID Card requests -
PBS is able to quickly process requests for additional member identification cards.
