System/Tools
When initiating a call to the question line in Finesse you must select this button.
Consult
Recapping the call, offering additional assistance, and closing the call with the correct greeting will get you this score in the Wrap Up section of your new Service Assurance Review (QA).
5
HSA Bank to HealthEquity HSA Migration
The member was able to begin making contributions to their new Health Equity HSA on this date.
8/24/2020
How Many People are on our Team?
10
Use an asterisk when searching for someone name in this tool should you have difficulty due to their name being lengthy or including multiple last names or a middle name.
HCSz
Giving brief answers with no further explanation following the answer will result in a 3 in this section of the new Service Assurance Form (QA).
Care and Concern
All credits should be posted by October 15th for this benefit months returned passes.
July 2020
According the the CARES Mircosite, WageWorks Vouchers for valid for this period of time.
6 months
This year was the year WageWorks was founded
2000
This tool is used to show appreciation for an employees hard work, accomplishments or support given.
Motivosity
What behavior may have been exhibited in a Team Members greeting to have earned them a 2 in their Service Assurance Review (QA).
Monotone or Downbeat voice.
In November Key Cards will be used to replace all of these type of Passes
SEPTA 10- Trip Passes
Regardless of the ER set order deadline, if a member orders a this product type, their order deadline will always be the 4th of the month prior to the benefit month.
Mail and Ride Express Payment
This color is a favorite of Ms. Karen
Purple
This is the tool that will replace Salesforce Knowledgebase
Fetch
The 2 reasons your Service Assurance (QA) score would result in an Automatic Zero.
Not following minimum HIPAA Verification requirements and/or providing significant wrong education.
A Zero dollar HC FSA election is created for a member when the following occurs.
A member does not elect in a new HC FSA and has remaining funds in their previous HC FSA that allows for a Carryover
If an order attempts to fund to a members ORCA card and that funding causes the balance on the card to go over this limit, the funds will be returned to WageWorks for a credit.
$300
The pre funding into our HSA at the beginning of the year is called.
Balance Booster
Use this tool in Salesforce to gain more knowledge on Salesforce or learn new skills for your development
Trailhead
Rephrasing the concern to the member, asking clarifying questions and reassuring the member you can help them with their concern will score you a 5 in this section of the new Service Assurance Form (QA).
Identify Call Reason
Use this article number to learn about COVID-19 Relief for HCFSA and HRA
SF Article #19285
Provide this address to a member if they are needing to overnight their pass back to us.
WageWorks
1850 W Rio Salado Pkwy Ste 101
Attn: Special Handling
Tempe, AZ 85281
The name of our CEO
Jon Kessler