If One of Your Client's Employees Had a Health Issue Tomorrow, Would They Know Exactly Who to Call?

Not a number on the back of an insurance card. A person. Someone they actually know.

It's a question worth sitting with, because the answer shapes everything that happens next for that employee, and for the plan you've worked hard to build.

Brokers are bringing forward strong strategies right now. Good partners, thoughtful solutions, real effort. And yet, when employees don't engage with what's been put in front of them, it can feel like the plan didn't deliver. That's a frustrating place to be, especially when you know the tools are there.

Most of the time, though, the solution itself isn't what's falling short. It's what happens after it gets introduced.

An 800 number can handle a transaction. An app can send a reminder. But neither one can notice when someone is quietly struggling and actually reach out. Neither one can remember that an employee mentioned something three weeks ago and follow up. Without that kind of connection, even the best solutions tend to sit unused.

What we've seen over and over is pretty simple. When employees have someone they know, someone they trust, someone who will stay with them through an issue from start to finish, things shift. They ask questions sooner. They make more informed decisions. They actually follow through on their care. And over time, that's what starts to move both outcomes and cost in the right direction.

Our nurse advocates work with one client at a time. Employees call, text, or email their nurse directly. No 800 number, no rotating staff, no starting over with someone new every time. Just one person who knows the organization’s culture, knows the employees, and has the time to actually see things through.

We recently heard from one of our nurses about a member she's been working with. The member works at a bakery and has been trying to lose weight, and at one point started thinking about finding a new job. Then she stopped herself. Here's what she told her nurse:

"I realized my calls with Martina would stop if I leave. It literally stopped me in my tracks. I don't want to give up our calls. I look forward to them. They've been so helpful. Thank you for talking and listening to me talk about all of this. You're always so patient and inspirational and kind."

She didn't leave the job.

We set out to help employees use their benefits more effectively. Along the way, we have also given an employer a tool to retain a good person. That's not something we engineered or planned for; it's just what happens when someone feels genuinely supported.

If you've been thinking about how to close the engagement gap for your clients, we're always glad to talk through what that can look like in a way that supports what you're already doing.