Prioritizing People over Paperwork: The Power of Personalized Benefits Support

In the wake of the pandemic, a troubling trend has emerged: employees feel even less supported by their companies today than they did in 2019. According to recent surveys, the percentage of employees who feel valued by their employer has dropped significantly from pre-pandemic levels. In fact, Gallup’s 7 Workplace Challenges for 2025 reported that in 2024, U.S. employee engagement reached an 11-year low. This decline in trust can have far-reaching implications for employee morale, productivity, and retention.

To address this challenge going forward, employers must go beyond standard benefits offerings and invest in personalized, thoughtful approaches to benefits onboarding and support. By doing so, organizations can reassure employees that they are not just another cog in the wheel but valued individuals whose health and success matter to their organization on a human level.
Here are five key areas where adding a personalized touch can enhance the employee experience and foster goodwill among companies and their workforces:

1. New Hire Enrollment

The onboarding process sets the tone for an employee’s experience with your organization. A generic, one-size-fits-all approach can make new hires feel disconnected from the start. Instead, consider:

• Hosting one-on-one benefits consultations to walk new employees through their options.
• Offering tailored recommendations based on their unique needs, such as family size, health conditions, or financial goals.
• Providing easy-to-understand materials, including videos or interactive guides, to demystify complex benefits packages.

Personalized support during this critical phase helps new hires feel valued and confident in their choices, building a strong foundation for their tenure.

2. Answering Questions About Benefits

Navigating benefits can be overwhelming, and employees often have questions that require immediate attention. Organizations can:

• Implement a dedicated benefits concierge or support line to address employee inquiries promptly.
• Create a centralized benefits portal or microsite where employees can find answers to basic questions while offering live human support for more complex issues.
• If you have multiple carriers offering mobile apps, consider setting up a “hub” or landing page with download links so employees can easily see every resource that’s available, all in one place.

This thoughtful support structure makes managing benefits easier for employees and eliminates frustration when they need clarity or quick access to their benefit resources.

3. Managing Leave of Absence

A leave of absence, whether for medical reasons, parental leave, or personal matters, is a critical juncture in an employee’s life and can be accompanied by new stressors like financial strain, health challenges, and concerns over job security. Employers can show care by:

• Assigning a dedicated leave coordinator to guide employees through the process and answer questions.
• Regularly checking in during their leave to provide updates or offer additional resources, and to remind the employee that YES, you do hope for them to return to work as soon as they are able.
• Offering return-to-work programs that ease the transition back into the workplace.

These efforts demonstrate empathy and a commitment to supporting employees through life’s challenges. With HR teams already stretched thin, many organizations have shifted LOA support to third parties like Tandem Leave Solutions to ensure employees consistently receive the best possible level of service and care during this challenging time.

4. Qualifying Life Events

Life events such as marriage, childbirth, or job changes often require adjustments to benefits. Employers can make these transitions smoother by:

• Equipping managers in the field with guidance on how to ensure that their employees are aware of the timing and methods for updating their benefits during these events.
• Offering virtual consultations and/or on-call support to address specific questions and ensure all necessary changes are completed promptly.
• Providing educational resources tailored to the life event, such as financial planning for new parents or will preparation for a new couple. (Oftentimes, these resources are already available through the company’s EAP or Life Insurance carriers but need to be brought to employees’ attention at this relevant moment in time.)

Acknowledging these milestones with thoughtful support can deepen employees’ connection to the organization and boost their appreciation for the benefits available to them, which they may now be aware of for the first time.

5. Finding the Right Health Care Provider

Selecting a healthcare provider or facility can be daunting, especially for employees navigating a new benefits plan. Employers can assist by:

• Partnering with third party services like Quantum Health that offer provider matching based on location, specialty, and employee preferences.
• Promote built-in carrier resources that simplify the search process, such as directories or price comparison tools.
• Offering access to telehealth services for added convenience and accessibility. (If you already offer telehealth, make sure you’re promoting those services to their full potential. Many telehealth providers have begun expanding their services to dermatology, behavioral health, and even preventive care evaluations.)

When employees can easily access quality care, they are more likely to feel confident and satisfied with their benefits.

The Ripple Effect of Personalized Benefits Support

Investing in personalized benefits support does more than address immediate needs; it creates a culture of care that resonates throughout the organization. Employees who feel valued and supported are more likely to be engaged, productive, and loyal.

By prioritizing these areas, employers can rebuild trust and demonstrate that they are genuinely invested in their employees’ well-being. In doing so, organizations not only enhance the employee experience but also position themselves as employers of choice in an increasingly competitive talent market.

---

ABOUT THE ORIENTATION COMPANY

At The Orientation Company, we partner with clients nationwide to provide full-service HR/benefit solutions that make their culture shine. Leveraging our decades of industry experience and a “people over everything” mentality, we help companies achieve excellence around new hire onboarding, long-term care insurance and other special-purpose enrollments, annual enrollment, employee service, and communications. Ultimately, we exist to help our clients maximize their return on investment in benefits while improving their employees’ lives.