“To have people sitting on the other side of your calls on a monthly basis, when you’re reviewing all of the data and analytics, who understand that these are all people behind the numbers is super important.”
Conversation with Sheila Krueger
Head of Global Benefits at Zoom
What is your favorite thing about working at Zoom? And about working with Collective Health?
Zoomies are incredible folks. They are super dedicated to the company, to their families, and to their community. Our culture of caring is something that we really value at Zoom. I think the one thing that’s different with our relationship with Collective Health, compared to other vendors, is the fact that they reflect that culture of caring. To have people sitting on the other side of your calls on a monthly basis, when you’re reviewing all of the data and analytics, who understand that these are all people behind the numbers is super important. It just makes for such a great partnership.
What problems were you trying to solve by bringing on Collective Health?
Prior to Collective, we needed to contract individually with every single partner that we had. The biggest advantage with bundling all of these things with Collective Health was, rather than having to track down individual vendors— if they had questions about their medical care, their dental, or their vision—our Zoomies have one spot to go to for all of their questions.
How was the shift from fully-insured to self-funded? Did you feel supported throughout that transition?
Our transition to Collective Health happened at the same time that we went from a fully-insured health plan to a partially self-funded health plan. Collective Health was super helpful in getting us moved from one way of doing business into another. One component of the shift is the billing. Having one bill for all of these partners together is super easy, and we have a weekly funding summary that tells us what we need to pay for all of our claims. We were able to get support from Collective Health’s team to work with our finance group and help them understand how all of this works. Also, they made sure that we had robust reporting that would allow us to see how we were trending on our self-funding, and that we were making good choices for the company and for our employees.
The biggest advantage with bundling all of these things with Collective Health was, rather than having to track down individual vendors— if they had questions about their medical care, their dental, or their vision—our Zoomies have one spot to go to for all of their questions.
Do you feel Collective Health’s products and services have impacted your company’s overall experience dealing with the pandemic? If so, how?
Zoom had added Lyra mental health to our benefits package at the beginning of 2020, which was great to have a mental health partner in play as the pandemic began. One of the things that we really leaned on heavily during the pandemic was promoting mental health awareness for our employees. The other thing that really helped us through the pandemic with Collective Health was our ability to make tweaks to our health plan based on COVID. We were able to provide testing, care, as well as free telemedicine—and it was those kinds of tweaks that we were able to make on the fly that were super helpful.
What has the feedback from your employees been about Collective Health?
The customer care that comes from Collective Health has been great, and the member experience of our Zoomies has been great. I think specifically of an employee who was asking for provider recommendations. I was able to talk to them about how they could use their My Collective app to find care based on things like location or specialty— right from their phone. They reported back within a couple days that they’d found a provider, had made their appointment, and were so happy that they had just a one-stop shop to get the help they needed.