Our second partner spotlight focuses on 24HourFlex. 24HourFlex and its parent company, RPS Plan Administrators, have been providing employee benefit solutions for more than 25 years. They specialize in employee benefit administration including Flexible Spending Accounts (FSAs) Health Reimbursement Accounts (HRAs), Health Savings Accounts (HSAs), Parking and Transportation Plans, Retiree Billing and COBRA administration.
24HourFlex has partnered with FSAstore.com for more than two years. Customer service is at the very core of its operations.
“We’re smaller [than some of the FSA providers], so we have an ability to be agile and create more customized solutions for customers. We really take care of our customers, whether on the phone or over email, and that’s what customers really like about us,” explained Jim Hayes, operations manager at 24HourFlex.
Not only does 24HourFlex provide thorough customer service, but it also prepares participants for health care reform through newsletters and email updates. “We work directly with brokers and employers on how changes impact their business,” added Hayes.
Thinking ahead about health reform, Hayes noted, “FSA and HSA participation will increase as individuals gain more awareness around health insurance and seek ways to reduce the cost they have to pay.”
Hayes further said that FSAstore.com offers an easy-to-navigate platform for 24HourFlex participants. “Participants can easily find and browse items, and the site makes it very clear what is eligible with a prescription or without. We have participants in remote areas [blue collar factory workers] who don’t have pharmacies within reach where they can purchase items,” Hayes said. “For them, it’s easy to use their 24HourFlex card, shop at FSAstore.com, and have their items shipped.”
He added, “People don’t want to shop in-person, they want to shop online. FSAstore.com handles things in a customer friendly way that matches our philosophy of customer service as well.”
Most important to 24HourFlex participants are the products available through FSAstore.com and the customer service provided, according to Hayes. Participants directly approach 24HourFlex with any educational questions about their FSAs including FSA eligibility, the inner workings of an FSA, what happens to unused funds, and election changes.
When it comes to simplifying product eligibility, Hayes noted his support of SIGIS adoption as a way to unify transaction processing across the industry. Stores implementing IIAS systems would benefit TPAs “as more customers would be able to use their cards instead of submitting manual claims,” he added.
An industry-wide educational component to eliminate confusion about FSAs and HSAs would help participants as well.
“Education around benefits is difficult as employees have busy lives and are overwhelmed with information. Education can be improved by working with Human Resource and Benefit teams to provide clear communication around these types of plans to employees,” Hayes said.
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