Processes
What is the general processing timeframe to advise callers?
7-10 Business days
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: Patrick Robinson
DOUBLE POINTS: What steps should we take to update the SP #MBI number within a Medicare eligible event?
Spouse MBI Process - MAP > Events tab > select the event > Dependents tab > Locate the MBI field and update the number
True or False:
Employees who are defaulted into coverage are eligible for Base and Flex Wellness Credits
False
Those that default to medical coverage are NOT eligible for Wellness Flex Credits or Base Flex Credits
Who should Michelin cases requiring further research be assigned to?
All Michelin cases go to Cybunea unless otherwise advised by TM/TL.
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)
A retiree calls in on 3/1/2026 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 April's Pension check.
Who are MNAI RR QLE's processed with ?
Alight
Double Points:
An Active Member calls in requesting to process a LOC for 4/1/2026. 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
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
When are carrier files sent?
Weekly on Thursday's
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
MNAI:
What is the deadline to earn and submit points to receive the 2027 Wellness Flex Credit.
Members can earn and submit points before August 31, 2026
True or False:
RR Dental is one of the benefits being offered to Retirees (if eligible)
False
This benefit has been discontinued and is no longer offered as of 2026
Once a case is resolved and assigned back to you, what status and sub status should the case be in?
Waiting > Participant
Union Rep calls in to create a case for further research regarding a Michelin member. Under who's account should the case be created under? and who will we provide updates to?
Create the case under the Michelin EE's account and we will provide case updates to The Union Representative (Once there is a resolution)
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
When can the working Spouse/Child attestations be updated?
During QLE’s and Open Enrollment.
Double Points:
What is the Wellness Flex Credits for Newly Eligible Members: Spouse Provision
Hint: Located in Healthy Rewards Resource Document
Dependent spouses, domestic partners, and dependent child(ren) are not eligible to receive Wellness Flex Credits for that plan year. However, covered spouses/DP's of newly eligible employees have the opportunity to earn points for Wellness Flex Credits for plan year 2027 if they set up their own Vitality account, and earn & submit sufficient points by the deadline of August 31, 2026.
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)
What is the Golden Rule before sending a case for carrier update?
Hint: This has been sent via email and is also mentioned in Teams
GOLDEN RULE: Do not send a case without doing the CSR steps listed in KB and conferencing the carrier to see what the employee was advised. ( Unless the carrier is already calling in with EE) NO EXCEPTIONS.
Please advise if this scenario would be considered a EU:
A Michelin Member calls in stating DEPV was submitted and the Dependent is still not reflecting active coverage. You review the account and confirm DEPV is sufficient and it was a processing error.
Yes,
Any and all Empyrean errors are to be corrected and treated as an EU. In these cases please send an email explaining what happened so it can be escalated to Admin
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#.
What happens to Flex Credits once the Member Terminates/Retires from the company?
Flex credits are forfeited when you terminate/retire.
What is the current Callback rule until further notice?
Once the case is resolved place (1) callback, If no answer send NCL or No Contact Email then close the case.