Health Benefits

Customer Service at Trustmark Health Benefits

Choosing a benefits administrator is an important step for a business, one which we take seriously.

We understand that our customers have a lot of options, and we recognize that we have to work hard to keep our clients happy—or they won’t be our clients for long.
 
But what does that look like? How do we help our customers?

Communication

Our client managers keep the lines of communication open, so we can handle questions and requests quickly and effectively, as one of our clients, Meritrust, found out. We sat down with Meritrust’s benefits specialist and client manager to hear what makes an effective client/administrator relationship work.

Understanding

Through open communication, we come to better understand our clients and their particular needs. By seeing the world through our clients’ eyes we can spot opportunities to anticipate our clients’ needs and create a positive overall experience.

At Trustmark Health Benefits, we pride ourselves on anticipating client needs, bringing a collaborative attitude to the relationship, and maintaining total honesty and transparency in our client relationships. Delivering in those three key ways is the foundation for a client-first mindset.

People

Our client managers play one of the most important roles at Trustmark Health Benefits, working day-in and day-out with our customers to make sure we are meeting the clients’ needs. The attention to detail they bring to the job, and the relationships they build with their clients, help to set us apart from the rest of the industry. Amy Eidemiller, our Senior Director of Client Management for the Northeast Region, explains client management:
 
“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. … This is what client managers live for: the opportunity to make a positive difference in the lives of others.”

But Don’t Just Take Our Word For It

We’ve asked our clients, and brokers, to let us know how we’re doing. Through informal interviews and in-depth analysis, we asked for honest feedback from our stakeholders to find opportunities for us to assess our service and to see what we’re doing well. Over and over, our clients mentioned our responsiveness, our communication, and our understanding of their particular business and culture. You can read more from our clients, and brokers, on our testimonials page. See what our clients are talking about, and let us know how we can help.