CoreSource News

Setting the New CoreSource Standard: Electronic EOBs

After CoreSource realized it was spending $100,000 a month printing members’ Explanation of Benefits (EOB) documents, local offices agreed a new direction was needed. The solution? The standard delivery of EOBs to all new business and renewal clients will now be through electronic means.

“While saving money is the prime consideration in this move, it wasn’t the only reason we’re going fully electronic with EOBs,” said Dale Fiske, Assistant Vice President, Operations, Little Rock, and team leader of the Electronic EOB Team. “Sending EOBs electronically offers members a more secure, convenient and earth-friendly way to receive claims information. It also helps reduce the risk of mail fraud and identity theft.”

One of the capabilities of CoreSource’s ECHO billing and administration system, which all CoreSource clients were required to have in place as of Jan. 1, 2014, is its ability to send electronic EOBs. When an EOB is issued, the member receives an e-mail with instructions on how to access it. The e-mail is ordinarily sent to an employee’s work address, which the member can change to any other e-mail address by logging into the ICE portal, once registered. If a member’s employer doesn’t supply work e-mails to CoreSource, the member can register for and log into myCoreSource.com to sign up for electronic EOBs under “Preferences.”

Following a link provided in the secure e-mail a member receives, he or she enters a password (as explained by instruction in the e-mail) to view, save and print issued EOBs. Text message notification is also coming soon. While studies show that 97 percent of members stay electronic once adopting it, members can elect to receive a mailed paper EOB if they really want one. Marketing materials on electronic EOBs are available on The Igloo.

“It’s important that our sales and marketing staff, in particular, work the electronic EOB capabilities and standards into their verbal and written language as a matter of course,” said Fiske. “As the CoreSource culture changes, we want brokers and employers to understand how we do business, and how we do it electronically. Through our sales support teams, these new changes can be valuable additions to RFP responses, as well.”

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