MYCL
This helps employees cover some of the costs that provincial health care plans may not pay for, including prescription drugs, dental, hospital, vision, paramedical services
What are (Group) Benefits
Although rare nowadays, these members are using the My Canada Life At Work sign in page, once they enter their email address, they are able to see their dental, vision, and prescription drugs coverage if applicaple, along with the menu options on the side: HOME, COVERAGES & BALANCES, MAKE A CLAIM, CLAIIM HISTORY, BENEFIT CARDS FORMS, FIND A PROVIDER, PROFLE, HELP CENTER and CONTACT US
What is NON MIGRATED GLH member
A tool that allows us to check our schedules and adherence among other many functionalities. No username or password is required
What is VERINT
These are the troubleshooting steps to resolve the FAILED TO GET CUSTOM LABELS error message
What is Send a Website Issue Reporting Form
The correct handling for Federal Members with Dental only plans who want to update their mailing addresses
What is Proceed to Update their address on BEN
or
What is guiding a member to update their own home address
These are the 4 TPLs in the MYCL tech support dept.
Who are Anne, Satbir, Brayden, Ashley?
The number of checkmarks appearing on SF that lets you know that this email address they are registering with is attached to another/older plan. To resolve, do a Plan + Id number search to locate the plan numbers that will indicate that an email address is currently in use with them
What are 3 checkmarks.
The page on the Resource Guide that contains the Disability Flow Chart as well as the abbreviations for the Disability Offices
What Is Call Transfer and Benefit Handling
One of the few error messages that doesn't require a Website Issue Reporting Form as the member is either entering the details incorrectly and/or there might be an issue with the autofill/cache settings on their device.
What is "The Access ID/email address and password combination you entered is incorrect. Try again"?
The correct handling for Federal Members with Medical only plans who want to update their mailing addresses
What is call 1-855-415-4414 (and select Medical)
This service offers unlimited online consultations with health care professionals (nurses or physicians). The Healthcare professionals can help provide medical advice, make a referral to a specialist, or write a prescription.
Although the benefit is available under Canada Life group plans, the actual service itself is provided by a a third-party service provider.
What is Consult Plus
This is generally the result of a change to the member's information being done incorrectly (either the name, DOB or mailing address). When THIS happens the member's policies/assets will separate from each other in SF, thereby giving the member two or more unrelated policies/Assets. There are processes today for handling and resolving these scenarios - usually a form
What is a PARTY SPLIT?
A tool to manage applications and processes in Microsoft Windows . It allows user to check current processes and end their task if an app or process is causing issues or malfunctioning, we do this for PEGA when it says its already running
What is the Task Manager
There could be a number of reasons members receive this error message.
The error message will also read: "This usually happens for one of the following reasons: We’re waiting on info from your plan sponsor, your plan has terminated, you’re no longer covered under this plan, or you’ve already registered.”
We’re Sorry. We’re Unable to Complete Your Registration
These are 2 examples of Federal Medical plan numbers (5 digits)
What is 52111, 52112, 52113, 52114, 52115?
In order to setup the ability to submit eClaims online, a member must complete these following two steps
What is Banking Information and Online EOB (explanation of benefits)
Members may call us for these for a variety of reasons such as:
• Inactive/Terminated Plan
• Claims Outside of the 2 Calendar Year Reporting Window on MYCL
• Member Does Not Have Access to a Printer
The forms are processed by the 2nd level support team
What is a Request For Claims Summary Report Form
The page on the Resource Guide which gives us the different Individual Health Unit (IHU) call types. Such as Questions on coverage or claim assessment on an existing Individual Health/Dental plan or Customer wanting to purchase an Individual Health and Dental plan.
What is Call Transfer and Benefit Handling
This is what you do even if you, the agent gets the error message in Sales Force: "Email Already In Use" when updating a member's sign in email address
What is send a website issue reporting form?
This is what the acronym PSHCP stands for
What is Public Service Health Care Plan?
This section of Salesforce will display all green when the plan member has successfully completed the registration process and is currently able to log in to their account on the My Canada Life At Work site, as well as displaying the reset password, unlock account and update email buttons when a case is created.
What is Identity Management?
My Canada Life at Work works on these 4 common browsers. We recommend that you always use the latest version
IT IS IMPERATIVE THAT THE ONLY INFORMATION UPDATED ON A MEMBER’S PROFILE IS THE EMAIL ADDRESS. IF YOU ACCIDENTALLY UPDATE ANY OTHER INFORMATION, YOU MUST FILL THIS FORM OUT
What is the Incorrect PI Information Update form?
not exactly an error message, more of a situation:
"Unfortunately, all access to the website is on hold for your group at this time"
If caller requires further clarification advise:
"Unfortunately, I don't have access to any specific details. Please contact your employer/Plan Administrator/Plan Sponsor if you have any further questions regarding this matter"
What is Arrears
confirm if special directions exist for maintaining/updating personal info in our records that may impact handling - things like ADDING DEPENDANTS may show up here
What is the Eligibility section