Published by Trustmark Health Benefits on January 24th, 2019

Client management is not for the faint of heart. But it is incredibly rewarding.
 
Every day, our clients look to us for help with all kinds of questions about benefits, and how to navigate this often complex industry. Each request from our clients is chance for us to improve their lives. Members, brokers, employers—they each have unique needs that we can help them with, no matter how big or small the request may be. This is what client managers live for: the opportunity to make a positive difference in the lives of others.
 
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What We Do

We touch every part of the benefits industry, from issues with provider access to open enrollment meetings and everything in between. And at the heart of what we do is advocacy.
 
We advocate for our clients, the employers, to make sure we are getting them the best solution for their members. Depending on the plan, we can negotiate network pricing and determine whether they are being overcharged or billed for things they shouldn’t be. We advocate for members, to make sure they have access to the providers, and care, that they and their employers are paying for. And, of course, we help employers, and indirectly their members, with plan design. We think about questions of cost containment and quality of care, and provide the insight and expertise our clients need when making these important decisions. Ultimately, we work to make sure our clients get the benefits they need in order to meet their business goals.
 

Relationships

Client management starts with listening to the client. Listening to the client, to their concerns, is the basis for building a lasting relationship. This isn’t a trade secret, but it is something that some of the larger companies tend to forget. Listening to the client, truly listening, helps us to form an understanding of what they want, what they need, from their benefits, and that’s the starting point for putting together a program that supports their business goals. We listen, and we try to get them an immediate response—not just an immediate response, but the right response.

Building relationships takes time. Trust and understanding is built up over months and years. Our client management team is particularly well-experienced, with approximately half of our team having spent 15 or more years on the client management team. They know these clients inside and out, and they have built the deep, strong, meaningful relationships which are so incredibly valuable in our industry. It's all built on trust, and our people work hard, and long, to earn it.
 

Flexible Solutions, Impressive Results

Our team tends to attract results-oriented people, the sort of people who jump at the chance to find solutions for our clients. And at Trustmark Health Benefits, we embrace creativity and flexibility in our solutions, because flexibility and responsiveness are what differentiate us in the marketplace. We are uniquely positioned to respond to our clients with flexible solutions that our competitors can’t deliver.
 
One of the most easily measured results of good client management is our client retention rate. From day one with a new client, as soon as we launch, we are laser focused on retention. Fortunately, we've been extremely successful with our clients, and in 2018 we held a 95-percent retention rate. How do we do it? We listen to our clients, we bring them solutions for their problems, and we make sure they have benefits solutions that support their business goals. That’s really all there is to it.