Open enrollment is one of the most important (and often stressful) times of the year for HR teams and leadership. After the enrollment period ends, it’s critical to conduct a post-mortem to assess what went well, what could improve, and whether you have the right broker supporting your team. This guide walks you through how to schedule and conduct an effective open enrollment review, evaluate your broker, and explore steps to find a new one if necessary.
Step 1: Schedule the Post-Mortem Meeting
Timing: Schedule the post-mortem within 2–4 weeks of the enrollment period’s close while the experience is still fresh.
Participants: Include key stakeholders such as HR, payroll, benefits administrators, department heads, and your broker (if appropriate).
Format: Decide on a meeting format that encourages open dialogue, such as a roundtable discussion or structured feedback session.
Agenda for the Post-Mortem Meeting:
Welcome and Objectives: Explain the purpose of the meeting—reviewing the process to improve for the future.
What Went Well: Highlight successes and positive feedback.
What Could Have Been Better: Discuss areas for improvement, including communication, systems, and processes.
Broker Performance: Review the support and resources provided by your broker during enrollment.
Next Steps: Assign action items and set deadlines for implementing changes.
Step 2: Identify Lessons Learned
During the meeting, take a critical look at what worked and what didn’t. Consider the following areas:
1. Employee Communication
Were employees given clear and timely information about benefits?
Did employees understand their options and how to enroll?
What questions or concerns came up most frequently?
2. Technology and Tools
Was the enrollment platform user-friendly and accessible?
Were there technical issues that delayed or complicated the process?
Did the platform integrate well with payroll and other systems?
3. Administrative Process
Was the HR team adequately prepared and staffed?
Were deadlines clear and realistic?
Did you experience any data errors or discrepancies?
4. Participation Rates
Did participation meet expectations?
Were employees satisfied with their benefit choices?
5. Broker Support
Did your broker provide the necessary materials, training, and guidance?
Were they responsive to questions and challenges during the process?
Did they proactively address potential issues?
Step 3: Evaluate Your Broker
Your broker plays a pivotal role in ensuring a smooth open enrollment. Use this checklist to assess their performance:
Signs of a Good Broker:
Proactive Support: They provided clear timelines, thorough resources, and training for HR and employees.
Communication: They were responsive and available throughout the process.
Problem-Solving: They resolved issues quickly and effectively.
Customization: They tailored benefit options to meet the needs of your workforce.
Advocacy: They negotiated competitive rates and highlighted cost-saving opportunities.
Red Flags with Your Broker:
They were hard to reach during critical moments.
Communication was unclear or last-minute.
They lacked expertise in solving issues or providing tailored advice.
Employee feedback highlighted confusion or dissatisfaction with benefit options.
Step 4: Finding a New Broker (If Necessary)
If your current broker isn’t meeting your needs, it’s time to explore other options. Follow these steps to find the right partner:
1. Define Your Needs
What are your top priorities? (e.g., cost savings, better employee education, stronger technology support)
Do you need a broker with experience in a specific industry or workforce size?
2. Research and Vet Brokers
Seek recommendations from industry peers or professional networks.
Check online reviews and testimonials.
Ensure potential brokers are licensed and certified in your state.
3. Interview Potential Brokers
Ask pointed questions to gauge their capabilities, such as:
How do you support your clients during open enrollment?
What resources and tools do you offer for employee education?
Can you provide examples of how you’ve helped other clients save money or improve participation rates?
4. Check References
Request references from current or past clients.
Ask about the broker’s responsiveness, expertise, and overall impact on their benefits program.
5. Review Contracts
Understand the fees and services included in the broker agreement.
Ensure there are no hidden costs or long-term commitments that don’t align with your needs.
Step 5: Create an Action Plan for Next Year
Based on your post-mortem findings, outline steps to improve next year’s open enrollment. Assign clear responsibilities and deadlines for tasks such as:
Enhancing employee communication materials.
Upgrading technology or tools.
Addressing feedback from employees and stakeholders.
Re-engaging with your current broker or onboarding a new one.
Final Thoughts
Conducting an open enrollment post-mortem is an essential step toward improving your benefits process and ensuring your employees have a positive experience. By identifying lessons learned, evaluating your broker, and making thoughtful changes, you’ll set your company up for a smoother, more successful enrollment next year.
Need help navigating the process or finding the right broker? Savvy HR Partner is here to guide you every step of the way. Let’s make benefits enrollment stress-free and effective!
Visit us at SavvyHRPartner.com and follow us on social media @SavvyHRPartner for expert tips, resources, and solutions to support your business and your people. Let’s build something great together! 🌟
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