Page 8 - The Arc SF RFP 10.18

Filice Insurance RFP Response - 2018

Employer Service Model

12. Please provide an overview of your service model for customers of our size.

Filice’s client service model is designed to enable us to manage vendor relationships on behalf of
our clients. This includes the carrier relationships, but also vendors responsible for activities such

as FSA, Cobra, ACA reporting, online enrollment, etc. In many cases, we become aware of admin-
istrative issues prior to the client, and begin work on resolution immediately. Unfortunately, when

dealing with carrier and vendors in the health insurance world, complicated administrative issues
do arise, and we have deep experience in resolving these to our clients’ satisfaction. Our objective

in these situations is first and foremost satisfactory resolution, but equally important is ensuring
that our clients do not have to spend a lot of their valuable time on these issues, but rather we

take on this work.

Filice delivers a unique and comprehensive blend of market expertise, account management, com-

pliance support and technology tools that help alleviate administrative hassles and, at the same
time, make you and your team more knowledgeable, empowered and responsive.

Supporting your programs on an ongoing basis will be a balance of proactive services and

needs-driven solutions. Our approach for California ISO may be different than that for other cli-
ents. Some HR departments are very hands-on and require very little day-to-day support. Others

require much more day-to-day because they are overwhelmed, shorthanded or are limited in their
benefits management experience. Our approach is never “canned” and it requires consistent com-

munication from everyone involved. We uncover your needs and desires at the beginning of the
relationship and draft an annual time line and a detailed list of events, activities and responsibilities

that will address them. This communication process and resulting plan of detailed action is the
core of our partnership.

13. Tell us about the team that would serve our company. (Names/titles/tenure in industry/tenure
with company/tenure in role)

See Bios on pages 6 and 7.

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