Digital transformation is reshaping every industry, and benefits administration is no exception. While automation and technology bring efficiency, the human touch remains essential. At Amalgamated Employee Benefits Administrators (Amalgamated), we blend cutting-edge digital tools with compassionate, personalized service to deliver a truly member-centric experience.
Balancing Technology with Empathy
In an era of self service and AI-driven chatbots, it’s easy to lose sight of the human element. Whether it’s navigating a health claim, planning for retirement, or understanding COBRA eligibility, members often need more than just data, they need guidance, reassurance, and clarity.
Amalgamated integrates secure, leading-edge information technologies with our clients’ data processing systems to streamline operations. But we never let technology replace the human connection. Our member services teams are trained to provide empathetic, knowledgeable support that complements our digital platforms.
Digital Tools That Empower
Our digital capabilities include:
- Electronic claims processing with pre- and post-payment audits
- Online portals for eligibility, claims tracking, and document access
- Secure data integration with vendors and fund professionals
These tools enhance transparency, reduce administrative burden, and improve turnaround times. But what sets Amalgamated apart is how we use these tools to empower, not replace, our team members.
The Value of Human Expertise
Each Amalgamated client is supported by a dedicated team of USA-based professionals, including licensed claims analysts, payroll auditors, and benefits specialists. These experts bring decades of experience and a deep understanding of each client’s unique plan rules and requirements.
This human expertise ensures that:
- Claims are adjudicated accurately and fairly
- Members receive clear, compassionate communication
- Plan sponsors stay compliant with ERISA, HIPAA, and other state and federal regulations
- Complex issues are resolved with care and diligence
Why It Matters
According to SHRM’s 2025 survey, 63% of employees say their relationship with HR directly affects job performance and trust in the company. Yet 69% report challenges accessing healthcare data, and 62% struggle to keep up with HR updates. These gaps can’t be solved by technology alone. They require a human-centered approach that prioritizes clarity, accessibility, and trust.
Amalgamated’s Hybrid Model: Best of Both Worlds
Our hybrid model combines the efficiency of digital tools with the warmth of human interaction. Whether it’s a member calling with a question about their pension or a plan sponsor needing help with regulatory reporting, Amalgamated ensures that every interaction is handled with professionalism and care.
Digital transformation is here to stay, but it should never come at the cost of human connection. At Amalgamated, we believe that technology should enhance, not replace, the human touch. By combining digital innovation with personalized service, we help our clients, and their members navigate the complexities of benefits administration with confidence and ease.
