After operational difficulties posed by the pandemic settled, a large, global hospitality organization wanted to refocus on employee health and productivity, with operational efficiency and risk management in mind. With an emphasis on the employee experience, the client engaged Spring to conduct a review of their workers’ compensation, disability and leave of absence plans, policies and processes with the goal of understanding how they compare to industry best practices and how insourced, outsourced, or cosourced models could yield improvements.

Spring’s Work

After thorough research and analysis, we proposed a shift from the decentralized, separate, and insourced disability and LOA model to a centralized, integrated, and outsourced approach across WC, FMLA/LOA, ADA, RTW and STD/LTD. Our holistic model incorporates:

  • Minimal disruption by utilizing existing STD/LTD vendor for disability & LOA management and recommendations to optimize this partnership and establish linkages with WC vendor
    • LTD and STD continue to be funded through the captive
  • Client team hiring plan/staffing model
  • ADA claim management software
  • Training for HR, managers, and vendors to align on both process and culture
  • Best practices for intake, claim, submission, and customer service journey points
  • Case management, claims administration, RTW and accommodation management
  • Ongoing absence status and reporting/metrics
  • Technology and administration partners to meet needs
  • System integration with payroll, HRIS, and other systems

By outsourcing, the client can achieve its goals of:

  • Increasing operational efficiency
  • Improving employee health and productivity
  • Applying the right resources at the right time
  • Reducing administrative burden for client team
  • Mitigating risk by transferring the responsibility for day-today absence tracking, management and compliance to a third party

The Results

Spring is working to implement the solution to yield the following quantitative and qualitative success factors:

  • Decreases colleague and manager confusion and better the employee experience
  • Positions HR in an advocacy role; enhance the ability to inform and remind employees of benefits and resources they have available to them to help during a time of need
  • Increase employee satisfaction regarding applying for days off
  • Better communication and integration between benefits and risk management teams
  • Decreases claims costs that flow through to client’s captive (and number of claims, or incidence), leading to higher savings
    • Due to formalized processes and reporting
  • Reduces benefit payout amount
  • Enhances productivity due to fewer lost workdays (lessen duration of leaves) and stronger RTW
    • Due to early intervention, strong policy provisions, RTW and accommodation philosophy and tight benefit coordination
  • Lowers replacement costs when colleagues are out
  • Avoids legal claims and lawsuits
    • Anticipates close to $10M of direct savings over a 5-year period and a conservative ROI projection (savings minus expenses): $1.2M

Have questions about how to build or improve your absence management program to see tangible results like these? Check out our website or get in touch today.