coresource report · charlotte office. but the introduction of friday afternoon line dancing breaks...

CoreSource Report, December 2010

CoreSourceREPORTDECEMBER 2010

Questions? Comments? Ideas for future articles? Contact Amanda Richter.

Notes from Nancy

2010 Achievements Position CoreSource For A Successful 2011In the four months since I became President of CoreSource, I’ve become inspired by the dedication of this staff and impressed by the quality of services delivered on a daily basis.

Read full story.

CoreSource News

CoreSource Earns Business Insurance Award For Second Consecutive Year•

Deadline Approaching for Making a Difference Award Nominations•

Columbus Office Summons Halloween Spirit•

Charlotte Employees Shake Off Stress With Dancing•

• CoreSource Hires 2 Regional Sales Directors; New Senior Account Manager to Join FMH CoreSource

CoreSource Family Values

Sharing Family Values•

If you would like to participate in the new CoreSource Family Values section, please contact Amanda Richter.

New Sales Update

CoreSource New Sales Update•

Industry News

WorldDoc Wins Bronze in 2010 Web Health Awards•

TPA Forecast & Industry Trends for 2011•

For the latest news and trends, stay connected with our new blog, BUZZ WORTHY.

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CoreSourceREPORT

Notes from Nancy

2010 Achievements Position CoreSource For A Successful 2011In the four months since I became President of CoreSource, I’ve become inspired by the dedication of this staff and impressed by the quality of services delivered on a daily basis. This year, despite the many economic challenges facing our country, CoreSource seized opportunities, expanded on our programs and delivered on our promises, culminating in a record sales year. We reached $10.4 million in sales for 2010, surpassing our total sales from 2009 by nearly $1.5 million. With strong client retention, we’re anticipating an exciting start to 2011.

As this year draws to a close, now is a good time to reflect on the accomplishments CoreSource achieved in 2010. For the second year in a row, CoreSource was named the Silver Circle winner for Best Employee Benefits TPA in the prestigious Readers Choice awards from Business Insurance. I’d like to congratulate each and every CoreSource employee for a job well done. The industry has taken notice of our hard work and commitment to service, and we are honored to receive this award.

Although there have been far more successes in 2010 than I could hope to cover, I’d like to share a few examples that truly show where we are going. We expanded our presence in the hospitals and health systems arena with a targeted marketing and sales campaign and the creation and distribution of a white paper. We reached an agreement with our sister company, HealthFitness, to provide our YourCare health coaching services in 2011, the first of many new synergies expected from our relationship. Enhancements to YourCare, our suite of health and wellness programs, continued with the development of an incentive program that will be introduced next year to entice members to improve their health.

Evident by the recent Business Insurance award, we are making a great impression on the industry. At the same time, our business results clearly are making an outstanding impression on Trustmark. Seeing our growth potential as an exciting opportunity, our parent company is planning to invest more in CoreSource and our technology. With upcoming advancements in client-facing capabilities, reporting and web portal technology, better known as our Intergrated Client Environment (ICE), we will be better positioned to serve our clients in 2011 and beyond. The first of many ICE improvements to reach our clients was ECHO, a new electronic payment system that reduces bank fees, simplifies bank reconciliation and reduces security concerns. You will be hearing a lot more about ICE improvements next year.

As we look toward an even more successful 2011, I would like you to join me in reflecting on all our successes of 2010. We have accomplished a lot in one year. With a job so well done, I look forward to what the future brings for 2011.

Nancy EckrichPresident, CoreSource


CoreSourceREPORTCoreSource News

CoreSource Earns Business Insurance Award For Second Consecutive Year

For the second consecutive year, CoreSource has been named a Silver Circle award winner for Best Third-Party Administrator-Employee Benefits in Business Insurance magazine’s Readers Choice Awards.

The awards program has been an annual tradition since 2005. Business Insurance readers (brokers, consultants and employers) vote for leading companies that they believe offer the best combination of service, value, quality and innovation in each of 18 categories.

Three winners are selected from each category, including risk management, insurance and employee benefits. The following awards are presented: one Readers Choice Award (First Place) and two Silver Circle Awards (Second Place).

“We’re very excited to accept this award on behalf of all the CoreSource employees whose hard work and dedication made this possible,” said Nancy Eckrich, President, CoreSource. “Receiving this award two years in a row reflects the commitment we have to providing exceptional and personal service to our clients and brokers across the country.”

To celebrate, CoreSource employees are being given an extra hour off. “The time off can be applied anytime, as long as we still meet the needs of our customers.” Eckrich said. Employees should be sure to get approval from their boss to ensure service levels do not suffer. “Each and every CoreSource employee deserves this extra time away because of their hard work. So, take an extended lunch, leave early or come in late!” Eckrich said.



Deadline Approaching for Making a Difference Award Nominations

If you know a CoreSource employee who has gone above and beyond his or her everyday responsibilities, there’s still time to nominate the individual for the inaugural Making a Difference (MAD) Award. The award will recognize two employees whose dedication and hard work helped in client retention or led to a sale that otherwise may not have occurred. The deadline for nominations is Dec. 31, 2010.

“There are many CoreSource employees who make significant contributions to retention or sales, but their hard work and dedication may not have been formally recognized in the past,” said Lloyd Sarrel, Chief Operating Officer, CoreSource. “We developed the MAD award specifically to honor these employees, and we know that it’s going to be difficult to select only two winners from all the nominations.”

Nominees must not be in a sales or client management position (separate contests are underway in those areas) and must be below the Director level. Winners of the MAD Award will be invited to attend Trustmark’s 2010 Leaders Conference, which will be held April 7 through April 10 in Cancun, Mexico.

Nominees will have demonstrated one or more of the following attributes:

•Interdepartmentalpartneringthatresultedinanewsaleorsuccessfulevent

•Providinginnovationandadaptationforthebenefitofthecustomer

•Deliveringextraeffortduringadifficultorunusualbusinesssituation

•Introducingnewideasresultingincostortimesavingsforasignificant,positiveimpactonanexistingornewclient

To nominate an employee for the MAD Award, simply press this link for the nomination form, fill it out and send it to your Location President for review and approval. Location Presidents should forward approved nominations to Terri Smith.


CoreSourceREPORTCoreSource NewsCoreSource News

Columbus Office Summons Halloween Spirit

In keeping with longstanding tradition, the CoreSource Columbus office summoned the Halloween spirit again this year, celebrating with a day filled with costumes and characters, contests and carved pumpkins, and bags filled with treats and a scavenger hunt.

“When we were in our previous location eight years ago, we were looking for something fun to do, and decided to do it up for Halloween,” said Cathy Mirolo, Regional HR Manager. “Over the years, it’s kind of taken on a life of its own.”

Motivated by this year’s theme of “CoreSource Through the Decades,” employees came to work on Oct. 29 dressed according to the era assigned to their office location: the 1960s, 1970s or 1980s. They voted for the best pumpkin carving, guessed how many pieces of candy corn were stored in a jar, and hunted down Halloween pictures scattered throughout the building as part of a scavenger hunt.

Pat Hupp, Director, Operations, and Nancy Chase, Assistant Vice President, Operations, teamed up to bring Laverne and Shirley to the office. Chase originally considered dressing as singer-songwriter Bob Dylan, but Hupp suggested the friends from the ABC-TV sitcom in the 1970s and 1980s, and the indomitable duo was reborn. Chase dressed up as Laverne; Hupp was Shirley.

“It’s a lot of fun to come to the office in costume,” Chase said. “I think it’s really important that management participates in activities like this, and I try to do it a little outlandish. One year I was the Chiquita Banana, and another time I dressed up as Captain Stubing from The Love Boat TV series.”

“You have to take advantage of days like this,” said Rita Montgomery, Medical Claims Analyst, HOP Administration Unit, who came to work as a hippee. “How often can you come to work looking like this? You look a little weird driving in, but it’s all in good fun.”

Rita Montgomery (left) and Vicky Hansen enjoy the Halloween spirit.

Pat Hupp (left) as Shirley and Nancy Chase as Laverne.



Charlotte Employees Shake Off Stress With DancingBack-to-back phone calls from two new state-risk pools have especially challenged Customer Service Representatives (CSRs) in the Charlotte office. But the introduction of Friday afternoon line dancing breaks has helped them lighten the mood and “shake off the stress.”

“Our office now takes in nearly 900 calls a day from state-risk pool participants,” said Pat Clark, Vice President, CoreSource Claims. “Many of the callers are sick, unemployed and generally more in need of our help than our employer group clients. As a result, our CSRs work harder to help navigate these individuals through the healthcare process.”

After attending Trustmark’s Leadership Challenge, Clark realized that, as a leader, she needed to better “encourage the heart ” and recognize employees, as well as help them relieve stress. “I know the increased phone work has been an uphill climb for our CSRs and Claims Examiners who also provide back up during peak call times. Near the close of one Friday workday, I called everyone into the conference room. No one knew what to expect. Were they surprised when I turned on music and invited everyone to dance!”

Before long, staffers were teaching one another different line dances such as the Cupid Shuffle (aka the CoreSource Shuffle) and the “Boot Scootin’ Boogie.” According to Clark, the Friday dance sessions have helped relieve stress and boosted morale, as well as tallied up extra pedometer steps for everyone at the same time. One Customer Service Representative told Clark, “You don’t know what this has done for me. I had a great weekend after dancing on Friday afternoon.”

“Even Jerry Castelloe, our Location President, joined in one of the dance sessions,” said Clark. “While we don’t dance every Friday, our staff looks forward to those last 15 minutes on Fridays when call volumes are light to get on our feet.”

Line dancing helps relieve stress and boost morale for Charlotte employees.



CoreSource Hires 2 Regional Sales Directors; New Senior Account Manager to Join FMH CoreSourceTwo new Regional Sales Directors joined CoreSource last month. Stephen P. Behan is responsible for the Western region, and Alan W. Wiederhold oversees the Northeast and Mid-Atlantic regions. In addition, June Pelton-Holle will join FMH CoreSource on Dec. 6 as Senior Account Executive.

Stephen P. Behan

Behan has 30 years’ experience in employee benefits. Prior to joining CoreSource, Behan was Vice President of Sales – National Accounts, for the Principal Financial Group, responsible for sales in California, Arizona, Nevada and Utah. He worked for Principal as a Sales Director from 2004 to 2005, left to work for Fiserv, but later returned to Principal as Vice President in January 2008. Behan has also served in sales positions at Great-West Life and General American Life Insurance Company.

“I am very excited to have Steve join our team and am looking forward to pursuing the opportunities it creates for us in the Western Region,” said David Parrish, Regional President, Chicago and Western Region. “We wanted to hire someone with a successful TPA background and established relationships. Steve meets that criteria and offers far more. His years of experience in selling TPA services in California positions him, and CoreSource, for success.”

Alan W. Wiederhold

Prior to joining CoreSource, Wiederhold was Vice President of National Account Sales for the Principal Financial Group in the Midwest, Northeast and mid-Atlantic regions. Previously, he served as a Marketing Director for a TPA based in Grand Rapids, Mich.

“It’s great to have Alan aboard,” said Chip Sernyak, Regional President, Northeast. “His experience is exactly what we we’re looking for when we set out to find the right person to focus our sales efforts in this region. I’m looking forward to working with him as we bring new clients into the CoreSource family.”

June Pelton-Holle

For nearly 30 years, Pelton-Holle worked in benefits administration for self-funded employers for the Principal Financial Group, managing clients with 300 lives to 7,000 lives. “Her length of service promoted stability and confidence, building long-term relationships with clients, brokers and consultants,” said Kathy Hunt, Vice President, Client Management, FMH CoreSource. “This experience gives her a unique understanding of client needs, the ability to develop long-term relationships and the expertise to address the strategic needs of clients and brokers.”


CoreSourceREPORTCoreSource Family Values

Sharing Family ValuesBy Dale Fiske

Normally, when I choose a value to discuss, it is HOPE. Hope is what makes me get up in morning and believe that today will be better than yesterday. But during this holiday season, my value of FAMILY is a driving force right now.

Family is the most common shared value in the Little Rock office. Fifteen out of nineteen employees who registered their values include family.

For my family, Thanksgiving has always been our holiday to all be together. This year, like others past, my family, which includes my spouse, my two brothers and their spouses, along with our eight children, their spouses and our 14 grandchildren, spent the day together. We lost our parents just a couple of years ago, so being together on Thanksgiving is more important than ever to make sure we don’t lose that special bond.

My immediate family is not the only family I have though. Those of us in the Little Rock office have been together for many years. We have been through a lot. We have gone through three acquisitions, multiple computer systems and numerous managers overseeing the office. We have had wedding showers and baby showers for our co-workers. We have watched our children grow up, graduate high school and college, and get married. Now, a lot of us are grandparents. We have children in the military that have been deployed in far away and sometimes dangerous places. We have suffered through the loss of parents, siblings, children and co-workers. You cannot go through all that together without caring and nurturing each other, which is what a family does. We know each other well, and it shows in how well we work together.

So this holiday season, when my house is overrun with raucous children and lively conversation, all my family will not be with me. My work family will be in different communities in Arkansas – Benton, Bryant, Conway, Jacksonville, Maumelle, Morgan, North Little Rock, Sherwood and Roland – across town or traveling. And, I will be grateful for being a part of both families.

Happy holidays to all families everywhere!

Dale Fiske

Family ~ Honesty/Integrity ~ Hope ~ Open-mindedness ~ Spirituality/Faith

Family is the most common

shared value in the Little

Rock office. Fifteen out of

nineteen employees who

registered their values

include family.


CoreSourceREPORT

CoreSource News

CoreSource New Sales UpdateCoreSource welcomes the following new clients to its growing book of business. Congratulations to all who played a role in getting the new clients to choose CoreSource as their next TPA!

Name of New Group Office Sales Executive

Cooper Union Baltimore Scibek

Rockefeller University Baltimore Wiederhold

Sam Ash Baltimore Wiederhold

Stream Energy Baltimore Wiederhold

CHF Baltimore Curtiss

Big Steaks Baltimore Curtiss

Sidney Frank Baltimore Polly

Brown Advisory Baltimore Curtiss

Mississippi HR Pool Charlotte Rufty

Primary Capital (LW) Charlotte Lifewell

Kirk Rudy Charlotte Schafer

NC National Risk Pool Charlotte Earle

Saft America Charlotte Rufty

PDRMA Chicago/West Murphy

Donahue Schriber Chicago/West Murphy

Mid Columbia Medical Center Chicago/West Murphy

Cincom Systems Columbus Foltz

Logan County Schools Columbus Foltz

CDMU Columbus Rensi

Conotton Valley Columbus Rensi

Crane Plastics Columbus Foltz

East Central Ohio Columbus Foltz

Gallia County Schools Columbus Foltz

Delaware County Career Center Columbus Foltz

Hubbard Schools Columbus Foltz

Licking County Columbus Foltz

Regional Hlth - COBRA Detroit Foltz

Evandale Medical Detroit Foltz

Fisher-Titus Detroit Ellwood

Laurel Healthcare Detroit O’Grady

(continued on next page)


CoreSourceREPORT

CoreSource News


(continued on next page)

Wallick Cos. Detroit O’Grady

Argix Direct Detroit Ellwood

Chardon Schools Detroit O’Grady

Clarkston Schools Detroit Ellwood

Roberts Restaurants Detroit Farley

Chelsea Schools Detroit Ellwood

Moffit School Detroit O’Grady

St. Vincent Hospital Detroit O’Grady

Lincoln Schools Detroit Ellwood

Livingston Educational Service Agency Detroit Ellwood

Dexter Schools Detroit Ellwood

Oakwood HCM Detroit McLellan

SET Enterprises Detroit Fiori

Lincoln Consolidated Schools Detroit Ellwood

Washtenaw ISD Detroit Ellwood

Wayne County Adult Waiver - Phase 1 Detroit Farley

CHP-Corporate New Lives Detroit McLellan

City of Battle Creek Detroit Ellwood

Saginaw ISD Detroit Ellwood

Dexter Schools Detroit Ellwood

Hantz Group Detroit Farley

Healthspan Repricing - Phase II Detroit Fiori

Lamphere Schools Detroit Ellwood

Mancelona Public Schools Detroit Ellwood

Memorial Hospital Detroit O’Grady

Orchard Hiltz Detroit McLellan

Trendway Detroit McLellan

Neighbors & Assoc Kansas City McDonnell

Fry Wagner Kansas City Frisch

Missouri Bankers Kansas City Frisch

Winter Haven Hospital Kansas City Kuehn

JBS Packerland Kansas City Frisch/Schath


CoreSourceREPORT

CoreSource News


Hannibal Regional Kansas City Frisch/McDonnell

Celerion Lancaster Magrann

Bollman Lancaster Dennis

Township of Pemberton Lancaster Cusumano

Cross Keys Lancaster Dennis

Flint Co. Little Rock Cole

Arkansas Methodist Medical Center Little Rock Cole


CoreSourceREPORTIndustry News

WorldDoc Wins Bronze in 2010 Web Health AwardsMyHealthGuide Source: WorldDoc, 11/5/2010

WorldDoc, which powers the intuitive and personal CoreSource HealthCenter, won Bronze in the 2010 Web Health Awards.

The awards program, now in its 12th year, recognizes high-quality information in the fast-growing electronic health field. It is sponsored by the Health Information Resource Center™, a national clearinghouse for professionals who work in consumer health fields.

The HealthCenter, available on the CoreSource website, is the online home for all things health that empowers plan members in improving their own health. The HealthCenter offers a Health Risk Assessment the gives a member his or her own “health age” based on health risks, stores personal health information, and allows members to search for a quality care, evaluate their symptoms or find the medical information that they’re looking for.


CoreSourceREPORTIndustry News

TPA Forecast & Industry Trends for 2011By Fred Hunt, President, Society of Professional Benefit Administrators

MyHealthGuide Source: Fred Hunt, 11/10/2010, www.SPBATPA.org

Due to the passage of the Patient Protection and Affordable Care Act, better known as healthcare reform, TPAs of the future will have to look, think and act differently from a pre-2010 TPA in order to be successful. The evolving new TPA will need to be alert to opportunities and respond speedily with new solutions to meet employers’ changing needs and their budgets.

In recent years, case studies and examples of new products and services have been discussed at Society of Professional Benefit Administrators (SPBA) meetings, and many proactive TPAs have already taken these solutions to clients. These sessions and other ways of information sharing will continue, so TPAs will maintain a nationwide perspective and brain trust, leading to a longer menu of capabilities that they can offer.

I’m pleased to report that I have noticed a wonderful change in TPAs’ attitudes this year. This is a reinvigorated industry! For the past several years, a main theme of my industry forecasts has been that more TPAs need to become involved regarding government rules, regulations, industry trends and with other TPAs.

With healthcare reform, TPAs rose to the challenge in 2010. SPBA members have taken a leadership role in becoming resources for clients and their communities on many issues related to healthcare reform. TPAs and Stop-Loss Partners are instantly digesting each new wave of insider insight and analysis on how the law will be applied. They have actively submitted real-world insights to regulatory writers, and, in turn, have been rewarded with many regulatory decisions that recognize and accommodate their real-world needs. More than in past years, SPBA’s TPAs and Stop-Loss Partners are acting like a team, determined to build an active role in the future.

coresource report · charlotte office. but the introduction of friday afternoon line dancing breaks...

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