Should I have employers monitor their own Manage tabs?

The decision about whether employers should monitor and resolve their own carrier messages is a strategic choice that depends on your service model, employer capabilities, and preferred workflow. There's no single right answer—both approaches have benefits.

Factors to Consider

Employer Capability and Comfort

Consider allowing employer monitoring if:

• The employer has a dedicated HR administrator or benefits manager
• They're comfortable using technology and navigating BerniePortal
• They have direct access to accurate employee information (SSNs, birthdates, etc.)
• They're responsive and proactive about administrative tasks
• They've expressed interest in being hands-on with benefits management

Consider handling it yourself if:

• The employer has limited HR resources or bandwidth
• They're less tech-savvy or overwhelmed by systems
• They prefer you handle all carrier-related matters
• Response times are typically slow when you need information from them
• The employer group is small and messages are infrequent

Your Service Model

Broker-managed approach: You maintain control and oversight of all carrier communications, positioning yourself as the primary point of contact for carrier issues. This works well if you:

• Want to maintain visibility into all carrier discrepancies
• Prefer to quality-check all resolutions before they're submitted
• Position yourself as a full-service broker handling all carrier matters
• Have the bandwidth to monitor multiple employers

Collaborative approach: Employers handle their own messages with your guidance and support. This works well if you:

• Want to empower employers to manage day-to-day operations
• Focus your time on more strategic advisory work
• Have many employers and need to distribute the workload
• Employ a more self-service model

Type and Volume of Messages

Consider employer involvement when:

• Messages are primarily about employee data they know best (SSNs, birthdates, dependent relationships)
• Volume is manageable (not overwhelming for the employer)
• Messages are straightforward Warning issues rather than complex Failures

Consider broker handling when:

• Messages involve complex technical issues
• High volumes would overwhelm the employer
• Critical Failure messages require immediate expertise
• Issues relate to carrier relationships or configuration problems

Making Your Decision

You can choose one approach for all employers - Either you handle everything or all employers manage their own

You can customize by employer - Some employers handle their own while you manage others based on their capabilities

You can divide by message type - Employers handle simple data verification while you handle complex issues

Setting Clear Expectations

Regardless of your decision, communicate clearly with employers about:

If they're monitoring their own Manage tab:

• How often they should check for messages
• How quickly messages should be resolved
• When to contact you for help with complex issues
• That you're still available for support and guidance

If you're handling all resolutions:

• That they have access to view the Manage tab but shouldn't worry about resolving messages
• You may need to contact them for information to resolve certain discrepancies
• They should respond promptly when you reach out for data verification

Tracking and Accountability

Remember that the Audit Log tracks who resolved each message, whether it was someone on your team or the employer. This provides transparency and accountability regardless of which approach you choose.

You can also review the Audit Log periodically to assess whether your chosen approach is working:

• Are employers resolving messages in a timely manner?
• Are resolutions accurate, or do messages keep reappearing?
• Would a different approach improve efficiency?

You Can Change Your Approach

Your initial decision isn't permanent. You can:

• Start with broker-managed and transition to employer-managed as they become comfortable
• Begin with employer-managed and take over if it's not working well
• Adjust based on results and employer feedback

The Bottom Line

There's no requirement that employers monitor their own Manage tabs even though they have access. The right approach depends on your service model, each employer's capabilities, and what creates the most efficient workflow. Consider starting with whatever feels most comfortable and adjusting based on results and feedback.

For more information about employer access and capabilities, see "What can employers see and do in the Carrier Exchange?" and "Can employers resolve messages themselves?"