Compass Case Study: Michaels Companies
Michaels partnered with Compass to help its team members navigate the complicated healthcare system and better understand how Michaels benefits could work for them.
The Michaels Companies, Inc. is North America’s largest specialty retailer of arts, crafts, framing, home décor and seasonal products for the hobbyist and do-it-yourself home decorator. The company has more than 11,700 full-time team members and owns and operates 1,363 stores in 49 states and Canada. To address rising healthcare costs, the company made a decision to gradually move to a consumer-directed health plan (CDHP), and wanted to provide its team members with support and guidance to help them navigate through this change.
“Every time I have used Compass services, you have saved me hours of frustration, (and) waiting on the phone and struggling to get the issue resolved. I can’t say enough good things about Compass! This is the best perk our company offers!”
– Michaels Employee
Unfortunately, moving to a CDHP does not automatically make team members effective healthcare consumers; they need tools to help them effectively navigate the system and compare the cost and quality of providers, facilities and procedures. That’s why in fall 2012, Michaels partnered with Compass Professional Health Services to deploy its Compass Navigator product that combines Advocacy and Decision Making services. Michaels team members now can contact their Compass Health Pro consultant via email or phone to compare healthcare provider price and quality data, find highly-rated doctors and research lower cost options for their healthcare tests, procedures and prescriptions.
“We couldn’t expect team members to be good healthcare consumers overnight. We first had to meet them where they were by giving them tools to help them understand their benefits and simplify their healthcare benefit decisions.”
– Yvonne Freeman, Vice President of Total Rewards
These efforts have helped Michaels team members successfully transition to a consumer-directed health plan. By giving team members tools to simplify healthcare and make informed healthcare decisions, Michaels was able make its CDHP a success – improving employee health and lowering costs. Since Compass began serving as the central contact for Michaels benefits programs, the company has seen the utilization of Compass health navigation and price transparency services nearly triple, jumping from 11 percent to 28 percent. During that same time, the number of users tripled, jumping from 600 to nearly 2,000 and the number of solutions delivered by Compass per year more than tripled, growing from 1,400 to 4,980.