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How can you balance technology and the human touch in benefits administration?

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Benefits administration is a complex and challenging task for any human resources (HR) professional. You need to design, communicate, and manage a variety of benefits programs that suit the needs and preferences of your diverse workforce. You also need to comply with various laws and regulations, and keep track of costs and outcomes. How can you balance technology and the human touch in benefits administration? In this article, we will explore some tips and best practices to help you leverage the benefits of both.

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Michelle Miller, PhD

Healthcare & HR Executive | Organizational Psychologist

1 Why technology matters

Technology can help you streamline and automate many aspects of benefits administration, such as enrollment, eligibility, reporting, and compliance. By using a benefits administration software or platform, you can reduce errors, save time, and improve accuracy. You can also offer your employees more flexibility and convenience, as they can access and manage their benefits online, on any device, at any time. Technology can also help you analyze data and generate insights, which can help you improve your benefits strategy and decision-making.

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2 Why the human touch matters

Technology alone is not enough to create a positive and engaging benefits experience for your employees. You also need to provide them with the human touch, which means offering them personalized support, guidance, and education. The human touch can help you build trust, rapport, and loyalty with your employees, as well as address their specific questions and concerns. The human touch can also help you communicate the value and relevance of your benefits programs, and motivate your employees to use them effectively.

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Michelle Miller, PhD

Healthcare & HR Executive | Organizational Psychologist
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You still need humans to communicate. Technology only gets some people so far, be mindful that we are catering to a multi generational workforce and connecting is still honorable. The more you know the people you’re serving the better. Our newest generation will be enrolling in these benefits for the first time on their own. Another factor to consider is not to assume everyone knows how to make selections or complete the process.

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3 How to balance technology and the human touch

Balancing technology and the human touch in benefits administration is not a one-size-fits-all solution; it depends on your organizational culture, goals, and resources, as well as your employees' needs, preferences, and feedback. To find the right balance, you should use technology to simplify and automate administrative tasks while providing strategic and emotional aspects of benefits administration through the human touch. Technology can also offer your employees self-service options while providing personalized assistance and advice when needed. Additionally, technology can be used to communicate benefits information in a clear and consistent way while tailoring communication to employees' interests and needs. Finally, use technology to collect data on your benefits performance but interpret and act on the data in a meaningful way with the human touch.

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4 How to choose the right technology

Choosing the right technology for your benefits administration is a critical step to balance technology and the human touch. You need to evaluate several factors, such as the features and functionality of the technology, the ease of use and integration, the security and reliability, and the cost and value. Additionally, it’s important to consider how well the technology matches your objectives, systems, processes, budget, and laws/regulations. To ensure it meets your employees' needs and preferences, you can conduct surveys, focus groups, or pilot tests to gather feedback.

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5 How to train and support your team

Balancing technology and the human touch in benefits administration requires you to train and support your HR team, as well as your managers and employees. To ensure everyone has the skills, knowledge, and confidence to use the technology and provide the human touch effectively, regular and ongoing training and coaching for your HR team should be provided, keeping them updated on the latest trends and best practices in benefits administration. Managers should be empowered to be benefits champions, equipped with tools and resources to communicate and promote your benefits programs. Additionally, employees should be educated on the value and benefits of your benefits programs, with channels and opportunities to ask questions and share feedback.

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Michelle Miller, PhD

Healthcare & HR Executive | Organizational Psychologist
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Do you hate when you call customer service and get a robot phone tree? Your employees might too. Consider adding active phone line hours, chat rooms and health fairs to keep it humanized.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you balance technology and the human touch in benefits administration?

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3

4

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1 Why technology matters

2 Why the human touch matters

3 How to balance technology and the human touch

4 How to choose the right technology

5 How to train and support your team

6 Here’s what else to consider

Human Resources

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How can you balance technology and the human touch in benefits administration?

1

2

3

4

5

6

1 Why technology matters

2 Why the human touch matters

3 How to balance technology and the human touch

4 How to choose the right technology

5 How to train and support your team

6 Here’s what else to consider

Human Resources

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