Should I have employers monitor their own Manage tabs?

Should I have employers monitor their own Manage tabs?

Employers with at least one Active carrier integration can use Benefits > Manage to review and resolve carrier messages for their organization. Decide in advance whether your team, the employer, or both will own that work.

Choose an ownership model

  • Broker-managed: Your team reviews and resolves carrier messages. Ask the employer for information when a message needs details only they can provide.
  • Employer-managed: The employer reviews and resolves its own carrier messages in Benefits > Manage.
  • Shared: Agree which message types the employer handles and when your team takes over.
Set clear expectations

  • Name the person or team responsible for checking messages and the expected response time.
  • Define when the employer should contact your team before resolving a message.
  • Treat Failure messages as urgent because they block member enrollment.
  • Review the arrangement after activation or after a change in message volume, then adjust responsibility if needed.
For more detail about what employers can do in the Manage tab, see Can employers resolve messages themselves?.

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