One of the nation’s largest consumer-directed healthcare (CDH) administrators was experiencing severe pain around their existing CDH program infrastructure. Their current HSA administrator was underperforming and actively trying to poach clients selling direct. They administered nearly 100,000 CDH accounts, including FSAs, HRAs, HSAs and commuter benefits, across more than 500 employer groups. For debit card processing, they were using a typical provider with a one-size-fits-all approach.

Alegeus was able to work collaboratively with the administrator and its proprietary administration system to customize an end-to-end solution and partnership that met their unique business needs and delivered a new source of interchange revenue.

Open enrollment was less than six months away so time was of the essence. It was imperative that the implementation process be quick and painless for employers and participants. But, on top of limited time, the migration was not anticipated to be easy because the company’s proprietary claims system was complex. The Alegeus platform’s open architecture, robust integration toolkit and real-time APIs would allow the administrator to deliver real-time account balance synchronization across manual claims and card swipes and a seamless consumer experience across all touchpoints and channels, such as online, mobile and at the call center.

The Alegeus implementation team was quick to deliver a best-practice strategy for success. They walked the administrator through a detailed discovery and design phase that would deliver scalable system architecture. The team also empowered client operations to design standard operating procedures that best fit their business model, produced a comprehensive conversion plan that minimized interruption to employers and participants, and provided transparent program management that identified and minimized risk across stakeholders.

The administrator was assigned a dedicated implementation team and a highly engaged client support team to work through a five-phase conversion process and tiered roll-out plan across pilot and employer groups. Both teams met daily and executive management engaged weekly to understand the current state and any obstacles to overcome. Support cases were rapidly escalated to immediately address issues and post conversion monitoring and controlling activities were used to validate effective conversion success.

In less than 60 days, the administrator began rolling out the Alegeus solution across its selected pilot clients and employers with additional tiers to follow over the next 90 days. With proper planning and tight project management, the administrator was now positioned for growth — leveraging a single system to administer and process payments across all their CDH offerings and employers.

With account administration and debit card processing in place, the administrator next anticipates leveraging the analytics to discover strategic insights and identify actionable opportunities to improve their CDH program growth, efficiency, profitability and engagement.