In today’s self-funded landscape, rising medical and pharmacy trends are forcing employers to make bigger, more structural decisions. Brokers are being asked to deliver cost control and a better employee experience at the same time, and the risk of a BOR change is real when “new ideas” never turn into real results.

In this session, Steve Mangapit (President, Pinnacle Claims Management, Inc.) shares what is changing in the market and why some brokers consistently retain and grow, drawing on experience supporting 100,000+ employees and hundreds of brokers across the West Coast. Attendees will walk through key shifts (network strategy, pharmacy volatility, carve-outs, navigation, and point-solution fatigue), then move into a practical framework that contrasts the BOR “vicious cycle” with the “virtuous cycle” used by top-performing brokers.