Callback/Cases
Who should Michelin cases requiring further research be assigned to?
All Michelin cases go to Cybunea unless otherwise advised by TM/TL.
What is the general processing timeframe to advise callers?
7-10 Business days
WHOMP WHOMP WHOMP
We got a WHAMMMYY !
Do you want to lose a turn or give up 100 points?
BFG: True or False-
Union reps can call in to process benefit changes for represented Employees from their location
True
The following Union Representatives will be allowed to call in and make changes on behalf of the Represented Employees from their location only.
Fort Wayne Location: Dan Shepherd (Backup: Korene Mansfield)
Tuscaloosa Location: Carl Hurst (Backup: Patrick Robinson)
MNAI stands for..?
Michelin North America Inc.
If we are creating a case for further research, what timeframe should the initial Callback be set for?
The initial callback is to be set within 24-48 business hours
We receive a call and we are unable to locate an account in CRM, what probing questions should we ask to further assist?
Are you a New Hire/Retiree? -If a NH, when was the official first day of work? If a RR, When did they retire?
What segment are/were you a part of? (MNAI,BFG,ASRC)
Alight
A retiree calls in on 8/1/2025 to process a Spouse GOC QLE and has the pension indicator set to "yes". In what month will pension reflect premium changes?
The premium changes will reflect on September's Pension check.
Double Points:
An Active Member calls in requesting to process a LOC for 8/1/2025. What complete information should we advise?
-Acknowledge the Loss of coverage is a QLE
-Kindly explain how we are unable to process future dates events, however once coverage has officially ended they will have 60 days from event date to report the QLE by calling in or visiting Benefitlink
Who is the designated Team NCL Person?
Diane Plemons 🎉
When are carrier files sent?
Weekly on Thursday's
True or False-
BFG/ASRC's Vison carrier, VSP sends out ID cards
False
VSP is a paperless provider and does not send out ID cards.
If a BFG/ASRC RR who is not currently enrolled in Medical coverage is requesting to enroll in the Medicare plans, What are the 3 requirements needed to enroll?
-Certificate of Creditable coverage
- MBI#
- Valid QLE
True or False:
Active Dental and Retiree Dental are handled by the same carrier?
False
Active Dental coverage is handled by Delta Dental
Retiree Dental coverage is handled by MetLife
An Employee calls in to check on a open case and the CSR provides the current case update. What actions should be taken with the callback?
Reset the Callback in accordance to the callback rules
2 - 3 business day (or at mutually agreed upon intervals)
Union Rep calls in to create a case for further research regarding a Michelin member. Who's contact number should we obtain and provide updates to?
The Union Representative
What steps should we follow when asking a question via Five9 Support chat?
Hint: It is listed in the email sent on 7/9
include D.D.C.- Demographics. Details. Contact info.
What is the pending inquiry?
True or False-
Employees who are attempting to retiree could contact the benefits center and request a retirement packet prior to retiring.
False (This was a process with the old admin however it has since changed.)
KB >Retiree> New Retiree Billing -
Effective 07/01 all new retirees will be placed on Direct Bill for Health premiums
Employees who will be retiring won't receive communication until we receive the termination status on the EDF
What does VERP stand for?
Voluntary Early Retirement
(P is for Population? lol)
DEPV -True or False:
Member's need to be on a desktop to upload DEPV via the benefits portal.
False
Member's do not need to be on a Desktop to upload documents to the benefits portal. If we have an EE calling in wanting to know how to upload via their phone they are able to follow the same steps they would do via the desktop on their phone.
Hint: It is listed in the Teams Chat
GOLDEN RULE: Do not send a case without doing the above steps and conferencing the carrier to see what the employee was advised. ( Unless the carrier is already calling in with EE) NO EXCEPTIONS.
ASRC/BFG RR Medical-
What is required in order to be eligible for the Humana plan? And can you enroll without it ?
MBI#
No, you cannot enroll in the Humana plan without first providing the MBI#.
Please advise if this scenario would be considered a EU:
Union rep called in stating BFG/ASRC member is not showing active with carrier and is requesting urgent update. Advised Union rep EU's are reserved for True emergencies and probed to confirm if Member is experiencing a life or death emergency. Union rep advised there is no EU but wants this updated urgently.
No
Union Rep stated there is no EU and is only requesting for this to be worked on urgently. The CSR will reassure the caller that this will be taken care of and set CB for follow ups.
Retiree -
True or False:
The coverage tab in MAP will reflect RR Dental Eligibility only (If eligible) and is not actual coverage ( Example: MNAI RR - Maxine Osborn)
True
Please Do not advise retirees they are enrolled in Dental at no cost. Empyrean only sends eligibility data—actual enrollment is done through MetLife.