Authentication
KB0010049 - Customer Authentication is used for this.
What is the KB article used to authenticate callers?
Claimants always have the right to do THIS for any decision made by DFML.
What is APPEAL? (KB0010573)
This type of claim does not require a new CSHC if the baby is born within 2 weeks of the due date.
What is prenatal medical pregnancy to bonding claim?
The Bonding Proof will suffice. Dates for both Medical Pregnancy and Bonding portions will be adjusted based on the actual birth of the child. (KB0010658)
The call category and sub-category that should be used when you end a call in which the caller is asking about documents required for their appeal or how to send appeal documents to the department.
What is Appeal
Appeal Documents?
(KB0010636)
The KB that should be used to investigate the transaction status of a payment before escalating a payment issue.
What is KB0010278 Viewing Payment Details?
IMPORTANT: Not all transaction statuses require an escalation, follow the KB to understand when to escalate
KB0010321 is used to authenticate callers who fall into this category.
What are TTY/TRY/VRS relay services?
Claimants have this many days to appeal a decision made by DFML.
What is 10 days? (KB0010746)
This SOP should be used to change the dates of a post-natal stand-alone medical pregnancy claim in adjudication.
What is SOP 054?
(KB0010658)
The call category and sub-category that should be used when a claimant called to appeal a benefit amount issue and the agent filed the appeal.
What is Appeal
Appeal Submission?
(KB0010636)
The caller is a journalist. You use KB ____ to handle the call.
What is KB0010252 Media Escalation KB - Phone Agent?
KB0010136 is used to authenticate these caller types.
Who are Authorized Representatives or callers who state they have Power of Attorney?
The 4 methods in which a claimant can appeal.
What are online through the claimant portal, phone call to the contact center, by mail, and by fax. (KB0010573)
A post-natal medical pregnancy claim with no bonding requires a new copy of this document if the baby is born 15 days late.
What is a new cert doc (CSHC)/proof of birth?
The actual DOB is NOT within 2 weeks before or after the estimated DOB. A new certification document or proof of birth is required to certify this date change.
(KB001658)
The call category and sub-category that should be used when a claimant calls to request to extend their leave or add a medical pregnancy to an already submitted bonding leave.
What is Claim Modification
Extension / Transition?
(KB0010636)
A pop-up indicates that the caller has one or more open escalation cases. After the call you should do THIS to the other open case(s).
What is update the notes for the related open case(s)?
This will alert the person responsible for the open case that there may be additional information provided to or from the caller. (KB0010745)
No authentication is required when this caller type reaches out to the contact center regarding document receipt.
Who are health care providers? (KB0010049)
The KB that should be used to assist a claimant filing an appeal over the phone.
What is SOP 038 Appeals Intake Process (KB0010144)?
This term indicates that a claimant is taking time to recover from childbirth.
What is post-natal?
(KB0010658)
This call category and sub-category should be used by a STATUS AGENT when a caller needs to submit a new claim.
What is Internal Transfer
Claim Intake Team?
(KB0010636)
There is more than one claimant in FINEOS when you search using the social security number. This can be caused when _______.
What is an employer incorrectly reports wages for their employee on someone else's SSN? (Employer mistypes the SSN when reporting wages. KB0010323)
The following are used to authenticate this caller type offering a review of an employee's leave:
Email used in SNOW search.
Employer FEIN Number
Employee’s Full Name
Employee’s Claim Number
Employee’s Last 4 of SSN
What is a leave administrator? (KB0010049)
A claimant calls because their benefit amount is wrong. They accidentally reported THIS which should not have been considered.
What is other income? (KB0010828)
You see the status of Progress Projected Leave. You open KB0010944 to investigate this status. The table at the bottom of KB0010944 direct you continue to SOP _________.
What is SOP 269: How to progress projected leave plan to progress the projected bonding leave?
(KB0010163)
This call category and sub-category should be used when an INTAKE AGENT receives a call in which the caller needed to change the dates of their claim.
What is Claim Modification
Date Change?
(KB0010636 )
A caller was screaming offensive things. You asked them repeatedly to stop and eventually had to end the call. You should create a case for this team to this group.
What is Media/Governor Escalations? (KB0010367)