Introducing Relationship Managers for Commercial Accounts

New small group service model delivers ease and simplicity

November 16, 2021  

We continue to work to integrate our business in ways that deliver enhanced products, programs, services and a better overall experience for you and your clients. One way we're doing this is by introducing a new service model for the small group market business beginning in 2022. This model will service our broker partners and employer clients in all states with a staged implementation that will begin with Massachusetts in the first quarter of 2022, and the remaining states later in the year. 

What’s changing?

We’re very pleased to let you know that brokers with clients doing business with either Tufts Health Plan or Harvard Pilgrim will now be able to work with a single Relationship Manager. The Relationship Manager will work with you on plan and program education, new business sales, and strategic discussions about both prospective and in-force cases giving you a single point of contact that you can count on for all your needs. The Relationship Manager will also be responsible for ensuring your success as you sell and renew business with our combined organization. 

In addition, our new Centralized Service Team, which will bring together critical functions to support Harvard Pilgrim and Tufts Health Plan accounts, will be operational effective January 1, 2022.  This team will be responsible for new business quoting, implementations, renewal transactions and plan changes, as well as ongoing service across your Tufts Health Plan and Harvard Pilgrim small group accounts. 

Here’s what this means:

  • Relationship managers will serve as a broker’s single point of contact for plan education, program details, as well as strategic account support for your Harvard Pilgrim and Tufts Health Plan accounts. 
  • In an effort to provide our brokers and employers with more efficient service and support, our new Centralized Service Team is being expanded to serve both Harvard Pilgrim and Tufts Health Plan small group clients. As is the case today, we ask brokers to continue to use the Harvard Pilgrim and Tufts Health Plan on-line quoting tools.

Who to work with until this change takes effect? 

You and your clients should continue to work with your current contacts within our organization until January 1st.  We expect to communicate with you about your new Relationship Manager prior to January 1st. If you have any questions in the meantime, please contact your Tufts Health Plan or Harvard Pilgrim representative.

Beginning on January 1, you can contact your Relationship Manager for your strategic needs and contact our Centralized Service Team for your day-to-day quoting, renewals, and service needs. We will be providing additional details with specific contact information for our Centralized Service Team in a future edition of our broker and employer newsletters.



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