This episode pulls back the curtain on what actually makes ClaimLinx work—not just the strategy, but the people.

For the first time, listeners meet Chelsea and Emily, two of the field service managers who travel across the country educating employers and employees on how to use the ClaimLinx solution in real life. This conversation makes one thing crystal clear:

ClaimLinx isn’t just a cost-saving model — it’s an advocacy system.

Tom explains why service is the backbone of the company, while Chelsea and Emily walk through what happens after a business signs on: the calls, the questions, the pharmacy issues, the doctor confusion, the claims problems — and how ClaimLinx solves what traditional insurance never does.

This episode is all about education, advocacy, and real human support in a healthcare system that is anything but human.

Chelsea and Emily explain their role clearly:

• They are field service managers, not call-center reps

• They travel across the U.S. (primarily east of the Mississippi)

• They train:

  • Employers

  • HR teams

  • Employees

• They explain how to use the ClaimLinx system, not just what it is

Chelsea sums it up:

“Insurance isn’t easy. It’s always changing. We’re the experts so our clients don’t have to be.”

One of the biggest problems ClaimLinx solves is fear and confusion.

Employees often think:

• “This sounds too good to be true.”

• “There’s no way we save this much and still have good benefits.”

Chelsea explains:

• Education removes fear

• Understanding builds confidence

• Confidence leads to adoption

And once employees use the system:

“They say, ‘You guys are top tier.’”

Emily draws a sharp contrast between ClaimLinx and traditional insurance:

• No phone trees

• No automated systems

• No endless transfers

• No unanswered voicemails

Instead:

• You call → you get a real person

• If you leave a voicemail → you get a call back

• If there’s an issue → someone owns it

Emily:

“We pride ourselves on that personalized approach. It’s not just a mission statement — it’s how we work.”

Chelsea breaks down the most common service calls:

• Doctors saying: “We don’t accept that insurance.”

• Pharmacies rejecting prescriptions

• Confusion over secondary cards

• Life events:

  • Marriage

  • New baby

  • New hires

  • Terminations

Key difference:
👉 ClaimLinx steps in and talks directly to doctors, pharmacies, and offices to fix billing and processing issues.

They don’t say “call this number.”
They make the call.

Chelsea explains the resolution process:

• Every call is logged and tracked

• Full visibility into:

  • Plan design

  • Dependents

  • Claims history

  • Prior interactions

• Errors are often caught immediately

• The team is already planning next steps while listening

Chelsea:

“We’re usually ten steps ahead while we’re on the call.”

Emily highlights something critical:

People don’t just want answers — they want to be heard.

• Even when there’s no immediate answer, ClaimLinx communicates

• Simple updates build trust:

  “I don’t have the answer yet, but I’m working on it.”

That alone separates ClaimLinx from nearly every insurance experience people have ever had.

Tom makes it clear:

• ClaimLinx without service doesn’t work

• Employees already don’t understand their current insurance

• Employers worry employees won’t understand the new solution

Chelsea and Emily are the bridge:

“They’re the conduit from our solution to the employees.”

More interaction = fewer bad decisions.

Tom reinforces the core identity of ClaimLinx:

“We’re not an insurance company. We’re advocates.”

That means:

• Helping employees access manufacturer drug rebates

• Negotiating claims

• Pushing back on outrageous hospital bills

• Teaching people they don’t have to blindly pay everything

Tom shares a real example:

• $1,500 ER bill for an hour visit and saline

• His response: “I’m not paying that.”

Chelsea previously worked for Humana, and the contrast was stark:

At a carrier:

• “No, you can’t.”

• “It’s denied.”

• “Go somewhere else.”

• No one-call resolution

At ClaimLinx:

• Real problem-solving

• Real escalation

• Real outcomes