Compass Call Center
What is the Compass Service Center greeting?
"Hello. Thank you for calling Compass Group Benefits Service Center. My name is _____. How may I Help You?"
What will an associate see if an enrollment if the plan is set to 'active'?
The associate will see that a selection is required but the associate will not see their current enrollment.
What is the Compass annual enrollment window?
11/1-11/21 with a silent extension window through 11/28.
What is the greeting for mainline calls?
"Hello. Thank you for calling the password reset line. This is ____ speaking. How may I help you?"
How long to Compass associates have to submit documentation after adding a dependent to coverage?
30 days.
What two pieces of information must you confirm for Direct Compass associate calls (after IVR authentication)?
Phone number and email
What will the associate see if the plan is set to semi-passive?
The associate will see their current enrollment and be able to keep their selection, change enrollments to a different plan or waive the plan.
What should you do if an associate asks you to update their demographic data?
Impersonate the user and determine which fields are greyed out. The fields that are greyed out must be updated with the Compass HR team. The fields that are editable can be updated within the associate's profile in bswift.
What should you do if the employee asks you to update their benefits on a mainline call?
Refer the employee back to their HR department.
What is the standard timeframe for a claim to be resolved?
7-10 days
What is the call flow after you have provided the associate with assistance?
1. Recap/Review/Set Expectations on next steps
2. Offer additional assistance
3. Closing
What will a Compass new hire see in their enrollment if the new hire benefits are effective on 1/1/2019?
The compass will only see their new hire enrollment and no annual enrollment.
What are the different methods that the associate can go about sending in documentation?
1. Fax
2. Mail
3. Upload to the associate file (My Profile>Associate File> Select dependent and upload documents).
What mainline client has a FAQ?
Ulta
On what tab of the associate's profile, can you determine if the Associate has a location credit?
Wellness tab.
What pieces of information must carriers authenticate regarding specific associates when calling the Service Center?
Date of birth and last four of associate SSN.
How long is the Compass transitional enrollment period?
10 days.
What additional information should you confirm at the end of the enrollment with the associate?
Vendor/carrier file timing.
What are two reasons a direct client can land in the mainline call queue?
The employee searched the general bswift number using google or the employee pressed the wrong number within the phone prmopt.
What are salary service credits based on?
What should you check in bswift for a manager or supervisor who calls the Service Center regarding a specific Compass associate?
Check that the manager or supervisor has a 'manager' role in bswift.
What is the difference between a dual year and transitional enrollment?
Dual year enrollments occur while the annual enrollment window is still open. Transitional enrollments occur after the annual enrollment window has closed.
Compass open enrollment is what type of enrollment? What type of enrollment are transitional?
Compass OE - semi-passive (FSAs are active and ER provided plans are passive)
Compass Transitonals - passive
If an employee calls to have their password reset and their login is disabled, what information should you check next?
Rehire date/termination date/employment status
Explain the process for an urgent claim.
If there is an urgent claim, there must be evidence that shows that the Associate is in immediate need of medical attention. Submit the claim to the urgent claim/appeal queue in Salesforce and email the Compass managers group, explaining the claim. The claim timeframe is 24 hours and no claim form is needed.