How should an HR professional respond to an employee who wants to understand why their...

The HRPA Human Resources Competency Framework (Functional Domain: Total Rewards) outlines that HR professionals are responsible for administering employee benefit programs and ensuring compliance with privacy and governance standards.

When employees inquire about claim decisions, the HR role is to direct them to the benefit plan administrator—the party authorized to explain claim determinations. HR must not discuss medical or personal details, as doing so could breach confidentiality or privacy regulations.

Extract:

“HR professionals provide accurate information about benefit administration processes and refer employees to the appropriate service providers for confidential claim resolution.”

(HRPA Competency Framework – Total Rewards, CHRP Level, Key Competency: Administer Employee Benefit Programs)

Therefore, B. Provide the employee with the benefit plan administrator's contact information is correct.

Verified Reference Summary:

HRPA Human Resources Competency Framework – Functional Domain: Total Rewards

CHRP Knowledge Exam Blueprint – Compensation and Benefits

HRPA Exam Preparation Guide – Benefits Administration and Privacy