HRB Toolkit

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Employee Experience

How will employees understand, choose, enroll, pay, get reimbursed, and know where to go for help?

Help employees understand, choose, enroll, pay, get reimbursed, and find help.

Start here

Participant Decision Support Checklist Marketplace Plan Selection Guide Employee Support Triage Tree Participant / Employee Journey Support Map Human Touch Design Review

Common tasks

Map the employee journey and support lane.
Support plan shopping without crossing advice boundaries.
Route special population and coverage coordination questions.
Retain communication, escalation, and follow-up evidence.

Suggested sequence

Map the employee journey and support system.
Use decision support and marketplace education resources.
Route special facts and coverage coordination issues.
Define escalation and human touch points.
Retain support, communication, and follow-up evidence.

Core resources

Network / Provider / Drug Verification Checklist On/Off-Exchange Decision Record APTC / CSR Coordination Worksheet Participant Support System Checklist Special Population Review Record Coverage Coordination Routing Record Communication Template Library Employee Experience Evidence Record

Evidence to retain

Evidence Capture Loop Employee Experience Evidence Record Notice Checklist & Delivery Evidence Log

Review triggers

Plan recommendation risk
Subsidy/APTC/CSR question
Medicare question
COBRA question
Provider/network uncertainty
Payment failure
Coverage coordination issue
Employee-facing communication risk

Handoff resources

Escalation Protocol Builder Human Review Checkpoint Register Regulatory Routing Record

Related duty paths

Operations & Implementation

Compliance & Governance

Finance & Funding