Providing a single point of contact to increase engagement

The benefits division of a national provider of healthcare services was experiencing multiple challenges including a large, diverse population made up of union, non-union and managed employees who were struggling with complex benefit offerings with multiple variations and different carriers.

Solution: One Integrated Program

Health Advocate implemented a single comprehensive solution to streamline the employee experience and increase engagement, taking both Union and Non-Union benefits into account. The solution was driven by advanced healthcare data analytics and supported on a single technology platform.

Instead of calling different numbers to reach different benefits, employees call one phone number to access all health-related benefits and services. Educated about the client’s benefit offerings, Personal Health Advocates triage each call and work with an integrated team of interdisciplinary experts to answer questions, resolve issues and help employees improve their health and well-being.


In the first 10 months after implementation:

Health Advocate expertly managed:

  • 45,000+ cases
  • 160,000+ interactions

Client experienced:

  • 85% member engagement
  • Significant increase in Wellness engagement:
    • 35% of all cases
    • 85,000+ interactions
    • Over 90% of total clinical utilization
  • Total aggregate savings: $5.8 million
  • Productivity, absenteeism and presenteeism savings: $5.7 million