Employers are starting to expect more of their healthcare providers, whether it’s insurance companies, third-party administrators, pharmacy benefits managers, consultants or point-to-point solutions. This is especially true, because employers have a fiduciary responsibility to get the best benefits for their employees at the best price.
In a recent panel discussion at the Chicago Midwest Health Conference, a group of employer leaders shared their advice to supplier partners on how to build trust with employers.
One panelist said that for suppliers, if something goes wrong, it is very important to be honest.
“If something happens, and things will happen – just tell me,” said Carole Mendoza, vice president of welfare at Voya Financial. “I don't want to hear it from employees. I don't want to hear it from the C suite. So if something goes wrong, let me tell me and then tell me how you're going to fix it. Or let me help you think about how to fix it because the worst thing you can do is because the worst thing you can do is brush it under the rug and I'll find it from someone else.”
Another panelist responded to Mendoza's comments.
“Suppliers have to really listen to you to understand your needs,” said Sherri Samuels-Furest, vice president of Sargento Cheese. “And then, be honest. If they can’t do something, don’t sell you a bill of merchandise. Frankly, they can’t do it and meet you halfway through, or try to figure out what you ask them to be unable to do it.”
Jason Duhon, director of Total Rewards and HR at construction company Caterpillar, said it is important to understand supplier incentives. For example, the company is looking for navigation services and asked a question in a proposal request saying, “Do you have contractual restrictions that don’t allow you to talk about the cost and quality of certain healthcare systems or hospitals or clinics?”
Duhon said the answer is “yes”, and about eight out of 10 vendors raised the question.
“I tried to keep our staff in mind the best hospitals to go to by cost and quality and told me as a navigator that your contractual restrictions don’t allow you to be honest about it,” he said. “I can’t get into this relationship.”
Duhon also shared advice on how employers can use their data to fulfill their fiduciary responsibilities, including comparing employer pricing to benchmark data.
“I think you have to have confidence that the prices you offer to your employees are competitive in the market and that you have tried your best to get the best quality at the best cost,” he said.
Photo: Zhaojiankang, Getty Images
