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People first. Care always.

At Homestead, members get easy access to care, real human support, proactive education, and fierce advocacy, so they never have to navigate healthcare alone. Our approach is proactive, human, and proven, built from years of direct member feedback. Through thoughtful education, personal advocacy, and intuitive digital tools, we ensure that employees feel confident and supported every step of the way.

Concierge Member Services

Your employees deserve a team that knows them and understands their plan, not a generic call center. Our onshore Concierge Member Services team provides personal, proactive support from day one.
With a single call, members can:
  • Understand their benefits and coverage
  • Get help with bills, claims, or provider questions
  • Receive step-by-step guidance when seeking care
  • Request provider outreach and assistance on their behalf

We meet members where they are, help them make informed choices, and solve issues before they become problems.

Education & Engagement

Education and engagement aren’t “nice to have”, they’re the foundation of RBP success. Reference-based pricing works best when members understand how their plan works and why it benefits them. When employees feel informed and supported, they trust the plan, avoid confusion at the point of care, and confidently use their benefits the right way.

We’ve spent years refining a proven, multi-touch education process to 
prepare employees well before their plan starts. It’s simple, clear, and built 
to remove uncertainty.
What we do
Why it matters

What we do

Proactive Communications

Strategic emails, direct mail, and digital tools that explain the plan in plain language.

Live & Recorded Education

Open Enrollment sessions, webinars, and on-demand resources to meet every learning style.

Provider Support Guidance

Easy instructions and hands-on help confirming providers or requesting assistance.

Pre-Go-Live Preparation

Timely reminders, welcome materials, and ID card education so members are ready from day one.

Why it matters

Builds Trust in the Plan

Employees who understand their benefits are more confident using them, leading to greater satisfaction and fewer concerns during the transition.

Reduces Administrative Burden

Clear education and proactive support help answer common questions before they become HR issues.

Creates a Better Care Experience

Members arrive at appointments informed and prepared, helping prevent confusion and unnecessary billing challenges.

Higher Engagement from Day One

Engaged employees make better use of their benefits, supporting stronger outcomes, higher satisfaction, and a more sustainable health plan over time.

Online Tools & Resources

We put practical tools at members’ fingertips so they can access what they need instantly.
What members can do on Homestead’s Member Portal & Mobile App
  • View benefits and coverage
  • Search for providers
  • Download or display digital ID cards
  • View claims and Explanation of Benefits (EOBs)
  • Estimate the cost of common services and procedures
  • Track spending toward deductibles and out-of-pocket maximums
  • Access plan documents and benefit summaries
  • Receive important updates and alerts

Provider Assistance form

Get started
When a member isn’t sure whether their provider accepts the plan, or needs help establishing a new relationship, they can simply submit the form. Our team handles everything else, including provider outreach.

SERVICE EXCELLENCE

4.5 stars

Customer satisfaction rating

95%

First call resolution

94%

Calls answered under 30 seconds

9 sec

Overall speed to answer

“This level of service has been unmatched and I am grateful for that.”
– Member
NJ Public School District Employee

FAQs

Frequently asked questions

How do you minimize disruption when moving from a PPO plan to RBP?

Education and early engagement are key. By preparing employees weeks in advance, guiding provider verification, and ensuring every member understands how to use their ID card and where to go for help, transitions are smoother, and provider issues are dramatically reduced.

What support do you provide once the plan is live?

Members have 24/7 digital tools plus ongoing access to live advocates who assist with claims, providers, bills, and care guidance. We actively monitor issues and proactively reach out when additional support is needed.

How do you ensure employees understand how an RBP plan works?

We use a proven, multi-touch education process—live sessions, on-demand materials, direct mail, emails, and hands-on provider assistance—to prepare employees before day one. This reduces confusion, builds trust, and ensures confident use of the plan from the start.

How do you help members find the right providers – or keep their current ones?

Members can submit a simple Provider Assistance Form for any doctor they want to see. Our team verifies acceptance, educates the provider, and performs outreach when needed. We also help identify RBP-friendly providers to avoid disruption.

What happens if a member is confused about a bill or has trouble at the point of care?

One call to our on-shore Concierge Member Services team solves it. We explain the bill, contact the provider directly, and handle any issues so the member doesn’t have to. Our advocates stay with the case until it’s resolved

Have more questions?

More FAQs Get in touch

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