ProService 101
What is the purpose of ProService Hawaii?
We empower employers to succeed in Hawaii
What is open enrollment?
Open enrollment is the designated time of year when you (employer) get to decide whether your business wants to offer the same healthcare and benefits to your employees in the upcoming year, or if you want to change, add, or drop certain benefits. Open enrollment is also a time when employees get to decide what benefits they want next year, based on the choices your business provides them.
What does the CALM acronym stand for?
Clarify
Address the problem
Listen
Move forward
What are the 3 pillars of service?
Know it
Feel it
Own it
If I am currently waiving my coverage for 2023, do I need to complete another HC-5 Waiver?
The 2023 HC-5 waiver form is only valid for the 2023 calendar year. A 2024 HC-5 waiver form is included in your employee packet. If you would like to continue to waive health care benefits in 2024, you must complete a 2024 HC-5 waiver form. If we do not receive this waiver by 12/31/23, you will be auto-enrolled into your company's base plan.
What does BHAG stand for and what is ProService Hawaii's BHAG?
Big hairy audacious goal
Empower 1 in every 4 employers in Hawaii.
Why do healthcare rates go up every year?
Each year, all healthcare providers like HMSA and Kaiser, make updates to their health plans and offerings to ensure compliance with new rules and regulations, and to adjust their prices for inflation and reassessments of risk.
What does the CARE acronym stand for?
Communication
Accuracy
Responsiveness
Empathy
What are the 4 steps of accountability?
See it
Own it
Solve it
Do it
Where do I submit my completed enrollment form?
Email them to OE@proservice.com or fax them to our dedicated open enrollment fax line at 808-394-4177.
While not encouraged, the mailing address for the Hawaii Kai office is:
6600 Kalanianaole Hwy, Ste 200, Honolulu, HI 96825
What is the ProService Strategy
"More for your money"
When does open enrollment occur for both employers and employees?
Timing for open enrollment can vary from business to business. If you’re a ProService client, our designated enrollment period for employers usually occurs between September and October. Once you’ve made a decision about your benefits, your employees’ open enrollment period usually begins 2-4 weeks after that. New benefits take effect January 1st and new health insurance cards will be mailed to employees by January.
Name something we "always" (as opposed to "never") do
-Focus on what you can do
-Understand what they really need
-Find the win-win solution
-Ask clarifying questions to confirm
-say "happy to help"/"my pleasure"
-Make it easier to be a client
-Speak their language; call them by name
-Keep the human in HR
-"Is there anything else I can do to help"
1. Know your purpose and desired outcome
2. Know the history of their experiences with ProService
3. Know the person (& their persona!) and the business
If I’m not making any changes, do I have to submit a new enrollment form?
No, if you are not making any changes, you will automatically be enrolled in a comparable plan indicated in your employee packet. If you are happy with your coverage, no further action is necessary on your part.
What are the 3 components of the ProService Strategy?
Differentiated products that save employers time & money & best local service
supported by
Great people in an ownership culture
When will I get my healthcare rates for 2024?
For ProService clients, our designated enrollment period for employers usually occurs between September and October. This is the timeframe when we will be notifying you about your employee benefit options and rates. Please look out for an email from ProService.
Name something we "never" do/say (as opposed to "always" do/say)
-Just say "yes" to a request
-Make excuses/place blame
-Assume
-Say "no problem"
-Make it hard to be a client
-Use jargon
-treat issues as transactions
-Rush to end the interaction
How does ProService provide a bundled solution to help employers succeed in Hawaii?
-Team of local experts
-Cost savings over time
-Time savings
-Market Agility
-Employee retention
-Risk management
Are there any changes to the health care plans for 2023? OR How can I see what is covered within each plan?
We can send you the benefit summaries for your 2023 plan offerings to review upon request. Could you please provide the best email address for me to send these to? If you have any specific services you were inquiring about, I can transfer you to one of our Benefit Services Consultants to further discuss.
The summaries/plan comparison will not be included in the employee packet, so PSH will need to provide them to the EEs upon request.
The plan summaries will be available in CliFF
You may also provide me the video links or OE plan landing pages listed on this FAQ
What is our service vision?
We give peace of mind with every touch
What should you do if a CL wants to talk about their HC plan options?
If answering any L1 questions the CL still would like a consult, create a case and assigned it to the assigned AM OR (if unassigned) to the assigned Benefits Consultant.
Case Type: Benefits Open Enrollment
Subtype: Client Consultation (or select as appropriate from the dropdown menu)
What are Rocks, Pebbles, and Sand? Examples of Each?
Rocks: Things we MUST do: Communication, accuracy, responsiveness, empathy
Pebbles: Things that are nice to do: How are we supporting your biz? What's going on/changing?
Sand: The extra things we choose to do: FORD: Family, occupation, recreation, dreams
How many hours do our clients save per month by partnering with PSH?
Over 80 hours per month
What is the med 1.5% deduction?
Employees may be required to pay up to 1.5% of their gross monthly wage, not to exceed one-half of the single coverage premiums. Employers are allowed by law to have their employees help them pay for the cost of health care premiums, up to 1.5% of their gross wages.
If it's on the form under Benefit Group then yes, they will pay 1.5% per month in addition to the premium cost.