May 2007 | Volume 6, Number 5
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IN THIS ISSUE...
June Meeting: COBRA Case Studies & Compliance Update - June 12th
LAHU Capitol Day - June 6th
Obama Promotes Universal Health Care Proposal
Welcome New Members!!!
Health Care Expo Recap
Candidates for NOAHU Board of Directors
Senators Propose National Insurance Act
At Issue: Singer Payer Health Care
Turn Customer Complaints Into Assets
| Health Underwriter of the Year
Nominations Open Through 5/30
Email huy@noahu.org to nominate someone for NOAHU's most prestigious award. This award is presented to the member who has had the most impact on the industry or chapter within the scope of the association.
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1. Go to www.nahu.org and click on My NAHU right under the NAHU logo on the left hand side menu.
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3. Once you are in, click My Information to update your contact info.
If you need assistance, please contact NAHU at (703) 276-0220.
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NOAHU June Meeting
COBRA Case Studies & Compliance Update
featuring
J. Edward McNorton III, PHR, ARM | President, HR Solutions
and
Katherine Conklin | Attorney, McGlinchey Stafford
Tuesday, June 12th
Andrea's Restaurant
Metairie, LA
8:00-8:30 am: Registration
8:15 am - Full Breakfast Buffet
8:30 - 10:00 am - Meeting
RSVP:
$20 Member
$25 Non-Member without CE Credit / $45 Non- Member with CE Credit
At the Door:
$25 Members
$30 Non-Member without CE credit / $50 Non- Members with CE credit
1 Hour CE applied for
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Also at this meeting:
* Board of Directors Elections
See Candidates Below
* Vote on By-Laws Amendments
Click here to view proposed changes
| We will also honor:
* Health Underwriter of the Year
* Top Membership Recruiters
* 2006 LPRT Winners
* 2006 Triple Crown Recipients
* New RHU & REBC Recipients
* HUPAC Contributors
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| J. Edward McNorton, III, PHR, ARM
President, HR Solutions
Ed is co-founder and serves as President of HR Solutions and CPI, companies specializing in comprehensive Human Resources services for client companies.
HR Solutions/CPI provides full outsourcing of HR programs including compliance, payroll services, risk management, safety, and administration for benefit programs.
Ed McNorton has served in executive management positions in human resources, insurance and risk management. He has more than 25 years of experience in the human resources, risk management, insurance and health industries.
Ed served as Chief Risk Officer for Personnel Management, Inc., a Louisiana-based PEO Previously, Ed worked with two of the largest PEOs in the country, with responsibility for benefits, insurance and risk management. He served as Executive Vice President, Risk Management and Benefits for Professional Employer Services (PeopleWorks), based in New Orleans, La. He served as Vice President, Risk Management and Benefits with NovaCare Employee Services (Florida), based in King of Prussia, Pa.
His previous work experience includes corporate management positions in Risk Management/Insurance with Tropicana Products, Inc. (Bradenton, FL.) and Hartford Insurance Company (Tampa, FL).
Ed has a Bachelor's degree in Business Administration, majoring in Accounting and Economics, from the University of Montevallo, an Associate’s in Risk Management (ARM) certification from the Insurance Institute of America and a certified Professional in Human Resources (PHR). He is a licensed insurance agent in Louisiana.
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| Katherine Conklin
Member, McGlinchey Stafford
Kathy Conklin is a member in our New Orleans office specializing in employee benefits in both the welfare and retirement benefit areas. Kathy assists numerous plan sponsors in their compliance with applicable laws, including the Internal Revenue Code, the Employee Retirement Income Security Act of 1974 (ERISA) and the Health Insurance Portability and Accountability Act (HIPAA). Kathy's work includes prohibited transaction consultation, fiduciary exposure with respect to plan investments, redesign and termination of plans for cost savings and negotiation of third-party service provider contracts. In addition to drafting all types of qualified plans and submitting such plans to the IRS for approval where applicable, Kathy has also done much work in the area of non-qualified plans, including executive deferred compensation and 457(f) plans.
In the welfare benefits area, Kathy has drafted medical benefits plans, cafeteria plans, health reimbursement arrangements, dependent care assistance plans and occupational injury plans, and she assists clients daily in administering these plans to comply with applicable laws, such as tax laws, ERISA and HIPAA. A particular area of expertise is compliance with the health continuation requirements of COBRA.
Kathy also advises clients on employment law compliance with laws such as the Family and Medical Leave Act (FMLA), the Americans with Disabilities Act (ADA), the Age Discrimination in Employment Act (ADEA) and other laws governing the workplace. She frequently assists employers in drafting severance agreements in compliance with the Older Workers Benefits Protection Act (OWBPA). Finally, Kathy assists employers to observe U.S. immigration laws when employing aliens to work in the U.S., which includes obtaining and renewing appropriate visas and work authorizations.
Kathy earned her B.A. summa cum laude from Louisiana State University in 1980 and her J.D. magna cum laude from Tulane University in 1983.
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LAHU CAPITOL DAY
Wednesday, June 6th
At the Meeting Place
2776 Sorrel, Baton Rouge, LA
Corner of Chippewa & Sorrel (across from the South gates of Exxon)
7:30am - 9:00am
Breakfast Buffet
Sen. Donald Cravins, Jr (confirmed) & Other Legislators
&
Featured Presentation:
Myths of A Single Payer System
(Approved for 1 Hour L&H Continuing Education Credit)
9:00am - 12:00pm
Visit the hill and watch Louisiana Legislation in action
Special Note: The Louisiana Legislature passed a law granting 4 hours of Continuing Education credit to members active in their professional association. You must attend 4 hours of event(s) that do not otherwise qualify for credit. At Capitol Day, your attendance will bring you 3/4 of the way to earning that additional credit for being involved if you visit the Hill. If you attended the 2006 or 2007 Health Care Expo- you would qualify for the extra 4 hours if you attend this event! We strongly encourage you attend & participate in the political process!
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Obama offers universal health care plan
IOWA CITY, Iowa - Democrat Barack Obama is offering a sweeping plan that would provide every citizen a means to have health coverage and calls on government, businesses and consumers to share the costs of the program.
Obama said his plan could save the average consumer $2,500 a year and bring health care to all.
"The time has come for universal, affordable health care in America," Obama said in remarks prepared for delivery Tuesday in Iowa City.
A copy of his remarks and documents describing the program were obtained by The Associated Press.
Obama's plan retains the private insurance system but injects additional money into the system to pay for expanding coverage. It would also create a National Health Insurance Exchange to monitor insurance companies in offering the coverage.Those who can't afford coverage would get a subsidy on a sliding scale depending on their income, and virtually all businesses would have to share in the cost of coverage for their workers. The plan that would be offered would be similar to the one covering members of Congress.
His package would prohibit insurance companies from refusing coverage because of pre-existing conditions.Obama's plan doesn't have the mandate that his rival John Edwards is proposing to ensure that all Americans get coverage.
The 2004 Democratic vice presidential nominee would require everyone to have health insurance, much like state requirements for auto insurance for every driver. Both candidates would require businesses to help cover their workers.
New York Sen. Hillary Rodham Clinton, who oversaw a massive but unsuccessful project to overhaul the nation's health care system while she was first lady, has promised universal health care but has yet to provide specifics.
"My plan begins by covering every American. If you already have health insurance, the only thing that will change for you under this plan is that the amount of money you will spend on premiums will be less," Obama said. "If you are one of 45 million Americans who don't have health insurance, you will after this plan becomes law."
Obama also called for a series of steps to overhaul the current health care system. He would spend more money boosting technology in the health industry such as electronic record-keeping, put in place better management for chronic diseases and create a reinsurance pool for catastrophic illnesses to take the burden of their costs off of other premium payers.
His plan also envisions savings from ending the expensive care for the uninsured when they get sick. That care now is often provided at emergency rooms. The plan also would put a heavy focus on preventing disease through lifestyle changes.In all, Obama said, the typical consumer would save $2,500 a year.
Obama conceded that the overall cost of the program would be high, while not providing a specific number.
"To help pay for this, we will ask all but the smallest businesses who don't make a meaningful contribution to the health coverage of their workers to do so to support this plan," said Obama. "And we also will repeal the temporary Bush tax cut for the wealthiest taxpayers."
Unveiling the proposal marks a crucial step for Obama. Serving in his first term as a senator, Obama often is criticized as not having the experience to be a serious candidate for the party's nomination.
Some also see him as offering more style than substance, and he's clearly hoping that spelling out a detailed plan to offer health care for all will deflect those criticisms. Polls also have shown that voters rank health care as among their top concerns.
Obama says that's the message he's getting on the campaign trail virtually everywhere he goes. He said the current system that's left 45 million people — including 9 million children — without health insurance goes against the nation's basic instincts.
"That is not who we are. We are not a country that rewards hard work and perseverance with bankruptcies and foreclosures," said Obama. "We are not a country that allows major challenges to go unsolved and unaddressed while our people suffer needlessly." (-AP)
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Katrina Albert
Michael Babin Jr.
Babin Financial
Johnnie Bridges
Melody Ryland & Associates
Donya Chavanel
Eustis Benefits, LLC
Tom Daly II
Hartwig Moss Benefits
Marlene Ertel
BlueCross BlueShield of LA
Amy Galliano
Allison Groves
Eustis Insurance and Benefits
Gabriel Janusa
NOLA Planning Group, LLC
John Lala
BlueCross BlueShield of LA
John Legendre
John R. Legendre Ins. & Financial Services
Cheri Lopez
Eustis Benefits, LLC
W. Michael Mann
Eustis Benefits, LLC
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| Robert Marcello
Colonial Supplemental Benefits
Dana Martin
Humana Health Benefit Plan of LA
Mark McNary
F. I. Garcia Insurance Agency
Dave Millet Jr.
Dave Millet Insurance Agency
Michael Mire
New York Life
Kim Newman
Melody Ryland
Melody Ryland & Associates
Bonnie Schwartz
Besselman & Little Agency
Jennifer Smith
F.A. Ricahrd & Associates
Cindy Villemarette
Eustis Benefits, LLC
Val Vogel Jr. CLU,ChFC,MSW
Burnsvogel.com
Andy Williams
Colonial Life & Accident
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And THANK YOU!!! to the members who recruited them:
Frank Campo, Jr.
Kelly Daul
Monica Decker
Wayne Francingues, Jr
Louis Koster
Michael Mohr
Jennifer Toups
Carmen Waring
John Whittemore
Have You Recruited a New Member Recently?
Membership Application
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THANK YOU!!!
The NOAHU Board of Directors would like to thank all of the members, attendees, sponsors, exhibitors and speakers for helping to make the 2007 Health Care Expo the best one yet. We have gotten such great feedback about the event and we are already starting to plans the 2008 event!
Thanks again for your support and participation! As always, if you have any suggestions for speakers or topics, please email jennifer@noahu.org.
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We would like to especially like to thank our Chapter Sponsors. This event would not be possible without them! Remember, you can visit our sponsors online, anytime. You can get the contact name & information for the company representatives & website address. Go to the Chapter Sponsors Page for more information.
GOLD SPONSOR:
United Healthcare of Louisiana
SILVER SPONSORS:
Blue Cross Blue Shield of LA, HM Insurance Group, Southern Benefit Services
BRONZE SPONSORS:
AETNA, CBSA Performax, Coventry Health Care of LA, Fort Dearborn Life Insurance Company, Hines & Associates, Interface EAP, MorganWhite Group, NMHC, WellDyne Rx
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Candidates for NOAHU Board of Directors
Officer Candidates:
President: Jennifer Toups
Jennifer joined NOAHU and was elected to the Board of Directors as News You Can Use Editor in 2000. On the local level, she has been the Communications Chair (2002-2004), Treasurer (2004-2005) and Vice-President (2005-2007).
In addition, Jennifer has served on the Louisiana State Chapter Board of Directors since 2003 as Communications Chair (2003-current), Secretary (2005-2006) and Vice-President (2006- current).
She has also been active on the Regional Level as the Region 6 Communications Chair (2003-current), representing Arkansas, Kansas, Louisiana, Missouri, Oklahoma and Texas on the national Communications Committee. Jennifer was also responsible for organizing the 2003 Regional Leadership Conference held in New Orleans. She has since helped plan the 2004 conference in St. Louis, 2005 conference in San Antonio, 2006 conference in Corpus Christi and is currently helping with the 2007 conference in Little Rock.
Jennifer was awarded the Health Underwriter of the Year in 2001 and 2003. She has also been a NAHU President’s Triple Crown award winner in 2004, 2005, and 2006. She has also been a member of the Leading Producers Round Table since 2002 and a proud HUPAC contributor since 2003.
Jennifer first joined the industry in 1998 in Marketing with MedFirst Health Plans. She currently is the Vice-President of Business Insurance Group. She has also worked in Marketing with Voyager Health Plans and The OATH. She earned her BS in International Trade & Finance from Louisiana State University in 1995, her Life & Health Insurance license in 1998 and her Property & Casualty license in 2002.
Vice-President: Mike Mohr
Mike has been a member of NOAHU since June 2003 and joined the Board of Directors as Membership Director in 2004. Under his tenure, the chapter has grown approximately from 170 members to a total of 230 today.
Mike is District Manager of Colonial Supplemental Insurance, a provider of voluntary benefits at the worksite. Mike also uses the latest in laptop technology in communicating the "hidden" paycheck to employees at no costs to the employer. Mike works primarily with group health agents / brokers in addressing employer issues of rising health care cost by providing a menu of supplemental benefits.
Mike has been with Colonial for 13 years. He is married to Dotsie and have 2 grown children who are both expecting their first child.
Secretary: Carmen Waring
Carmen Manzano Waring has been a member of NOAHU and the Education Director since October 2004. Carmen was honored as the New Member of the Year with the Spark Plug Award in June 2005.
Her career began with Ochsner Health Plan back in 1987 and she has experience as a Health Underwriter, Project Manager and in Marketing. She has worked for Pan American Life Insurance, KCS Management (MGU) - St. Petersburg, Fl, Marsh McLennan and is now in Marketing for Blue Cross Blue Shield of LA.
She has a B.A. in Fine Arts from the University of New Orleans 1989. She holds a LA State License and also a HIA designation. Carmen also was founding President of Tampa Bay Underwriting and Claims Association from 1999 to 2001.
Treasurer: Cabrini Granier
Cabrini joined NOAHU in October 2003. She was appointed as the Communications Director for NOAHU in May 2006.
Cabrini currently holds the position of Strategic Account Manager of Coventry Health Care of Louisiana, Inc. To her position, she brings over 7 years of experience in the insurance industry. Prior to her role as strategic account manager, Cabrini worked with a large brokerage firm, USI Gulf Coast as an account manager.
Before entering into the insurance industry she owned and operated Cabrini Simon Academy of Arts and Day Care center for 10 years.
A graduate of University of Phoenix, she earned her Bachelor's Degree in Business, e-Business and Human Resource Certification. In addition, she is licensed by the State of Louisiana Department of Insurance to sell and service Life, Health and Accident insurance.
Director Candidates:
Awards:
Jay McGuire
Communications:
Stephanie Booth McGinnis
Education:
Bill Eastin
Public Relations:
Mortimore Kelly III
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Senators Propose National Insurance Act
(Today) In an effort to provide insurers, agents and brokers with a federal system of supervision and regulation similar to the dual banking system, Sen. Tim Johnson (D-S.D.), and Sen. John Sununu (R-N.H.), have proposed “The National Insurance Act of 2007.”
Under implementation, this act would allow insurers and producers to elect federal or state regulation, charters and licenses, and states would remain responsible for regulating state-licensed insurers and producers, the Senators propose.
In addition, the act would create an independent Office of National Insurance within the Treasury Department similar to those now used to regulate national banks and thrifts.
It also authorizes the chartering of separate life and property/casualty insurers, but creates a holding company that would provide an umbrella for separate life and property/casualty insurers, according to reports.
A national agency would sell insurance for any federally chartered or state-licensed insurer under this act and federally licensed insurance producers could sell insurance — including surplus lines of insurance — in any state on behalf of any national insurer or state insurer, according to reports.
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At Issue: Singer Payer Health Care
As the Presidential race heats up, Single Payer Health Care is at the forefront of the debate. The country is ready for change, some say. Our citizens can't afford the premiums, others claim. However, if we move to a single payer system, what are we really in for?
NAHU's position on Single Payer Health Care is posted on their website. This page has a multitude of great resources and information on what this system will do to the American consumer. It's important that as an industry, we are prepared for what is coming. It's important for each of to truly understand, why this system is bad for us (other than the fact that we will be out of a job!)
Since the Clinton Administration's universal healthcare proposal of 1993, NAHU has been actively working to educate the public about the harm a single-payer health system would cause to consumers. In January of 2007, NAHU unveiled a comprehensive package of educational tools for our members to help teach the public about the myths associated with a single-payer health care delivery system. This package is called the Three Myths of a Single-Payer Health Care Delivery System, and it includes:
- A PowerPoint Presentation for our members to use in giving public education presentations. There are animated and unanimated versions available.
- To accompany the PowerPoint, we have developed a promotional flyer NAHU chapters can use to publicize the presentation.
- The presentation also comes with a number of handouts, including a summary of the slides, a handout presenters can use at the beginning of the presentation to ascertain the audience's views about health care delivery, and a reading list where audience members can go to obtain additional information.
- NAHU has also prepared a sample outline to be used when filing this presentation for continuing education credit with a state department of insurance.
- To follow up on the presentation with the local media, NAHU has created a sample press release and sample editorial.
Go to NAHU's Single Payer Information Page...
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Turn Customer Complaints Into Assets
Virtually every organization encounters customer complaints from time to time. Sometimes it is easy to get caught up in the complaints and to lose track of how many satisfied customers say nothing at all. Even worse, sometimes it is hard to remember just how valuable a customer complaint can be to the organization. Contrary to how it may feel to be the recipient of a customer complaint, it is a wonderful opportunity if embraced with commitment and integrity. You can turn customer complaints into valuable assets.
First, it is important to recognize that the majority of customers who complain are loyal customers who care about your business. Customers who take the time to complain are also taking the time to tell you what went wrong with your process, your product or your communication. It takes some effort for a customer to contact you and tell you how the product, process or communications did not live up to expectations. This is an opportunity to reward the customer for taking the time to contact you and to learn how you can make internal improvements. If you can fix the problem for one complaining customer it may help many other customers, including the ones who never contacted you.
Loyal customers believe that you want to know what went wrong, and trust you to make it right. Loyal customers give you a chance to fix the issue. If one customer complains, it is typically an indication that there are several more with the same experience. If a complaining customer is irate, it is because the customer is disappointed. If there are other disappointed customers who do not call, you can bet that those customers have already given up on you. Customers who are disappointed and do not complain are already lost, but you have a chance to save the ones who are loyal enough to give you the opportunity to respond.
The complaining customer trusts you to care, this is why the customer contacted you. Don't avoid them, embrace them. If a customer does not contact you, it does not mean that they did not experience a similar issue. The customers who to not trust you, or do not believe that you will care, do not take the time to contact you. Customers with similar issues who do not contact you are already lost. The customers who do take the time to complain are the most loyal customers because they believe in you, in spite of the problem that they are experiencing.
Remember that the customer is not complaining about you, they are expressing the dissatisfaction to you. You are not the problem, you are the solution. Rather than perceiving the customer frustration as a personal attack, think of yourself as a person that the customer is coming to for help. How you respond to the complaining customer will determine the long term loyalty of the customer. Take care of a customer who takes time to communicate with you, and you may preserve the loyalty. Let them go, and they will communicate the experience to many other potential customers.
Turn complaints into assets. Fix the customer and then fix the problem. Your first priority should be to understand the personal impact of the problem with your customer. It may be that the frustration expressed by the customer is the result of some dynamic impact other than the issue itself. The customer may feel mislead by communications, betrayed by the organization, or suffered some other impact as the result of the original problem. Listen to the underlying message of the complaint so you can identify what it will take to reassure the customer and address the specific needs. Once you understand the root cause of the complaint, you may have an opportunity to implement changes that could avoid a reoccurrence of the problem. This may be your opportunity to increase customer satisfaction at an exponential rate.. If you can not eliminate the problem, at least you can use the experience to prepare a responsible solution for other customers who may have the same complaint. If it can not be eliminated, at least you can plan and prepare.
Preserve loyal customers who take the time to complain. Use the experience to eliminate defects, plan for countermeasures and responses. How much money is invested in sales efforts, marketing, advertising and the acquisition of new customers? How much are you prepared to invest in the customers who have experienced a problem due to your organization and still trust you enough to take care of them?
Words of Wisdom "Your most unhappy customers are your greatest source of learning."
- Bill Gates
"Too many people think only of their own profit. But business opportunity seldom knocks on the door of self-centered people. No customer ever goes to a store merely to please the storekeeper."
- Kazuo Inamori
"The customer doesn't expect everything will go right all the time; the big test is what you do when things go wrong."
- Sir Colin Marshall
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