Exhibit_A_-_Scope_of_Services.pdf
PDF 138 KB Posted
- Attached to
- Benefit Administrative Services
- Solicitation number
- 26-P-66TF
- Issued by
- Volusia County, Florida
About this file
This is a Scope of Services document for the County of Volusia, Florida's request for proposals for comprehensive benefit administrative services. The solicitation seeks a contractor to provide third-party administration of Medical and Dependent Care Flexible Spending Accounts (FSA) with debit card functionality, Health Reimbursement Arrangements (HRA), COBRA administration and compliance, and retiree billing and premium collection services. The scope encompasses customer service delivery through multiple channels (phone, email, and web), non-discrimination testing for FSAs within 90 days of the plan year start, secure participant portals and mobile applications, debit card distribution by January 1st of each plan year, COBRA notification and premium collection processing, and direct carrier interface coordination. The contractor must conduct monthly virtual account management meetings with semi-annual or annual in-person meetings, provide comprehensive monthly reporting and annual account management performance surveys, and implement the program within specified timelines, including a testing environment 30 days before coverage commencement and coordination 90 days prior to the effective date. The contract term spans five years (2027-2031) with one optional five-year renewal contingent upon mutual written agreement and County Council approval, with the plan year commencing January 1, 2027.
The contractor must provide guaranteed rate quotes for the initial five years for FSA, COBRA, and retiree billing services and must waive minimum participation requirements, termination fees, setup fees, annual renewal fees, remittance to carrier fees, initial notice fees, and open enrollment mailer costs. COBRA administration costs are based on retention of a 2% COBRA administration fee, with only one monthly fee charged per participant regardless of dual FSA enrollment. The current benefit administrator is Chard Snyder. Current participant populations include approximately 3,300 eligible employees, 3 HRA participants, 7 COBRA participants, and 615 enrolled retirees, with FSA account balances totaling approximately $724,576 as of March 2026. The County maintains self-funded medical coverage through Cigna, dental through Cigna, vision through Aetna, Medicare Supplement through United Healthcare, and Medicare Part D through United Healthcare, requiring the selected contractor to interface directly with these carriers. The contractor must maintain comprehensive insurance coverage including Workers' Compensation, Commercial General Liability of $1,000,000 per occurrence/$2,000,000 aggregate, Professional Liability of $1,000,000 per claim/$2,000,000 aggregate, Cyber Insurance of $2,000,000 per claim/aggregate, Fidelity insurance of $2,000,000 single loss limit, and Technology Errors & Omissions insurance, with all insurers rated A- or higher by A.M. Best. Payment terms are established at 45 business days from invoice receipt, and the County is tax-exempt and will not pay sales or federal excise taxes.
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26-P-66TF Exhibit A - Scope of Services
Exhibit A - Scope of ServicesP:\TABATHA\2026 Solicitations\26-P-66TF Benefit Administrative Services (COBRA, FSA & Retiree Billing)\1 SOLICITATION\Exhibit A - Scope of Services.docx Page 1 of 5
Benefit Administrative Services for COBRA, FSA & Retiree Billing
Table of Contents
1.0 Administrative Services
2.0 Flexible Spending Accounts
3.0 Health Reimbursement Arrangement
4.0 COBRA
5.0 Retiree Billing
6.0 Plan Cost and Performance Guarantees
1.0 Administrative Services
A. Contractor shall provide customer service (inbound and outbound) using various methods (email, phone, and web) for all Participants.
B. Contractor shall record and maintain information regarding service-related or other complaints reported by covered Participants and/or employee representatives.
C. Contractor shall administer, at least annually, customer service surveys and provide summary reports to the County.
D. Contractor shall designate an account manager who is able to make decisions and eligibility corrections within internal system as needed.
E. Contractor shall provide employer tracking services that include statistical information on FSAs, HRA, retiree, COBRA enrollments, transactions and past due premiums.
F. Contractor shall be available to meet telephonically/virtually (i.e. Microsoft Teams or other meeting platform) on a monthly basis, in person semi-annually or annually, and as deemed necessary by the County.
G. Contractor shall provide an annual account management performance survey to be completed by the County.
H. Contractor, upon approval from the County, shall be responsible for coordinating communication and marketing activities related to Services.
I. Contractor shall be responsible for all costs of producing, printing, and mailing/distributing adequate quantities of marketing and administrative supplies, as designated by the County. The format and content of all materials used for the County account shall be satisfactory to the County.
Exhibit A - Scope of ServicesP:\TABATHA\2026 Solicitations\26-P-66TF Benefit Administrative Services (COBRA, FSA & Retiree Billing)\1 SOLICITATION\Exhibit A - Scope of Services.docx Page 2 of 5
J. Contractor shall designate an implementation team of the Contractor’s experienced staff to work with the County and/or it’s consultants to effectively implement the program on schedule.
K. Contractor shall accept enrollment and eligibility files in the County’s file format from County’s payroll systems at least ninety (90) days prior to effective date.
L. Contractor shall interface with the County’s carriers, performing test and initial set up requirements prior to the County’s operational period.
M. Contractor shall provide a testing environment to review online services thirty (30) days prior to the effective date of coverage.
2.0 Flexible Spending Accounts
A. Contractor shall review the County’s current Section 125 Cafeteria Plan documents, develop recommended changes and maintain the documents, including any federal legislative updates and/or amendments.
B. Contractor shall administer non-discrimination testing to Medical FSA and Dependent Care FSA annually within ninety (90) days prior to start of Plan year.
C. Contractor shall administer the County’s initial and ongoing run out and FSA grace period provision.
D. Contractor shall accept eligibility and enrollment information through an electronic file provided by County on a biweekly basis and/or access to a client portal.
E. Contractor shall provide data necessary for bi-weekly reconciliation election to payroll deductions and claims.
F. Contractor shall provide the County access to standard County-level reporting, including transactional summaries and monthly report of account activities in downloadable formats, including Microsoft Excel.
G. Contractor shall provide banking arrangements for FSA accounts. The County will reimburse the Contractor by invoice for the claim payments via Wire/ACH.
H. Contractor shall provide debit card usage for Medical FSA and Dependent Care
FSA.
I. Contractor shall ensure that debit cards are received by, and funds posted to
Participant’s cards, no later than January 1st of each plan year.
J. Contractor shall provide Participants the ability to self-monitor the balance on their FSA, access information about eligible expenses, filing claims etc. as well as
Exhibit A - Scope of ServicesP:\TABATHA\2026 Solicitations\26-P-66TF Benefit Administrative Services (COBRA, FSA & Retiree Billing)\1 SOLICITATION\Exhibit A - Scope of Services.docx Page 3 of 5 provide balance statements by e-mail or letter to Participants sixty (60) days prior to the Plan year end.
K. Contractor shall process FSA reimbursements and distribute to the participants bank account via ACH or check. In no circumstances, shall the Contractor hold the participants reimbursements in a non-qualified account.
L. Contractor shall develop Participant education materials, including initial and new enrollee welcome letters and updates and revisions as a result of any federal or state mandate changes affecting benefits under employee benefits administrative services, to be reviewed and approved by the County.
M. Contractor shall provide annual enrollment assistance, including an on-site representative to attend the County’s enrollment sessions, up to five (5) full days.
N. Contractor shall provide access to claim forms in writable, PDF format for placement on the County’s internal or external websites or provide access to such forms on the Contractor’s web site. The County shall have the right to post a link to any such site(s) on the County’s websites.
O. Contractor shall provide a secure portal and mobile application to allow participants the ability to monitor and submit claims using various technologies.
3.0 Health Reimbursement Arrangement
A. Contractor shall review the County’s current Health Reimbursement Arrangement Plan document, develop recommended changes and maintain the documents, including any federal legislative updates and/or amendments.
B. Contractor shall administer the County’s initial and ongoing run out provision
C. Contractor shall accept eligibility and enrollment information via email on an as needed basis.
D. Contractor shall provide the County access to standard County-level reporting, including transactional summaries and monthly report of account activities in downloadable formats, including Microsoft Excel.
E. The County will reimburse the Contractor by invoice for the claim payments via
Wire/ACH.
F. Contractor shall develop Participant education materials, welcome letters and updates and revisions as a result of any federal or state mandate changes affecting benefits under employee benefits administrative services, to be reviewed and approved by the County.
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G. Contractor shall provide access to claim forms in writable, PDF format for placement on the County’s internal or external websites or provide access to such forms on the Contractor’s web site. The County shall have the right to post a link to any such site(s) on the County’s websites.
H. Contractor shall provide a secure portal and mobile application to allow participants the ability to monitor and submit claims using various technologies.
I. Contractor shall have processes in place to ensure only claims permitted by the plan document will be reimbursed via the HRA.
4.0 COBRA
A. Contractor shall provide administration guidance on COBRA, Federal and State laws.
B. Contractor shall provide COBRA Participants access to customer service for
Participant inquiries.
C. Contractor shall process COBRA elections within specified timeframes.
D. Contractor shall send COBRA initial enrollment materials within specified timeframes.
E. Contractor shall facilitate open enrollment materials to current COBRA
Participants.
F. Contractor shall mail acknowledgement of COBRA participation to new enrollees and COBRA election notice to Participants.
G. Contractor shall conduct premium calculation, monthly billing to Participants, and management of ongoing premium collection process for COBRA.
H. Contractor shall provide eligibility and premium reconciliation on a monthly basis.
I. Contractor shall directly interface with County carriers COBRA enrollments, terminations, and make premium payments directly to insurance carriers for fully insured products monthly via an eligibility data transfer process.
J. Contractor shall submit all premiums for the County’s self-insured medical plan directly back to the County.
K. Contractor shall allow for automatic bank account deductions for COBRA premiums.
L. Contractor shall retain records pursuant to applicable laws.
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M. Contractor shall assume liability for services rendered.
N. Contractor shall maintain historical enrollment and payment information.
O. Contractor shall provide the necessary reporting to enable the County to perform employer responsibilities related to ACA enrollment for COBRA Participants.
5.0 Retiree Billing
A. Contractor shall collect premiums for retiree plan offerings including the County’s health plan premiums (retirees under 65 years) and Medicare Supplemental (three
(3) plan options) and Employer Group Waiver Part D Pharmacy Plan premiums (retirees 65 years and over).
B. Contractor shall have an established arrangement to allow for Florida Retirement System (FRS) coordination, including FRS deduction of premium payments and annual FRS reporting for premiums paid. (FRS deduction is optional.)
C. Contractor shall maintain historical enrollment and payment information.
D. Contractor shall directly interface with County carriers on retiree enrollments, termination, and make premium payments directly to insurance carriers on fully insured products on a monthly basis via an eligibility data transfer process.
E. Contractor shall submit all premiums for the County’s self-insured medical plans
F. Contractor shall allow for automatic bank account deductions for retiree premiums.
G. Contractor shall perform eligibility and premium reconciliation on a monthly basis.
H. Contractor shall administer annual enrollment elections including benefit communications and capturing enrollment changes, paper or electronic enrollment is permissible.
I. Contractor shall provide the necessary reporting to enable the County to perform employer responsibilities related to ACA enrollment for retiree participants.
6.0 Plan Cost and Performance Guarantees
A. Contractor shall provide guaranteed rate quotes for the initial five (5) years requested for FSA (medical and dependent care), COBRA, and retiree billing services.
B. Contractor shall provide implementation, reporting, customer service, customer satisfaction, account management, and COBRA notification guarantees with financial penalties.
| 1.0 Administrative Services |
| 2.0 Flexible Spending Accounts |
| 3.0 Health Reimbursement Arrangement |
| 4.0 COBRA |
| 5.0 Retiree Billing |
| 6.0 Plan Cost and Performance Guarantees |
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