Knowledge Base
How do you search Knowledge base?
Type in key word. Also, CTRL find once they are in a KB page.
When should you ask for help in the group chat?
After you have exhausted all of your resources.
After you receive a case with a resolution and you made your initial attempt to inform EE, but the EE did not answer, how far out should you schedule your 2nd call out.
The next business day.
What status should your case be in once a callback has been made with a resolution.
Waiting> pending participant.
How do you search a case number in CRM?
All> Cases> enter case number.
Newscorp allows domestic partner for HC Harper Collins and New York post?
False-
· DJ/HQ/PUBCO/STORFUL/NEWS TECH/REALTOR & NAM - same or opposite gender
· HC & NYP - no DP eligibility
Once a resolution is received how soon should the callback be made?
When should you start escalating a case to the lead that has no resoution?
After 5-7 business days.
When a caller calls in and is not in our system, what information should you gather to secure your call?
Normal Security verification
If a LSC employee calls in wanting to make a change to there TB surcharge, can we make the change?
We can only make the change mid year if the EE is within there NH enrollment window. Or if the EE has a mismatch in TB answers (medical- no Life-yes).
What resources can you use when assisting a Sanofi employee?
1. Knowledge Base
2. Resources tab
3. Sanofi 4 me
4. Sanofi Thrive
How do you set up a callback for a case via chat?
Go to the case, Click on activities, create callback.
How do you create a case when a participant is not in our system?
1. Cases
2. Create a case
3. Complete all fields that have a red asterisk.
4. Save Case
Where can you locate the phone number to remove the Acushnet tobacco surcharge?
In the benefits guide page 14.
Where in the Gallo knowledge base can you find UFCW medical contact information?
Common inquiries and rules page under the Union section.
Where can you locate the billing number in the global KB?
What is the standard timeframe to give an employee regarding an update to there case?
24-48 hours, unless otherwise advised by the EE.
What 4 things should you not put in your case notes?
1. PHI
2. Negative comments (these should be escalated to the lead or manager).
3. Slang language
4.Text language
5. Unknown abbreviations.
When completing a NH event for LSC, what are 5 things you should remember to advise the EE?
1. Beneficiaries are updated via Metlife.
2. They will receive a confirmation statement in the mail.
3. Carrier processing times
4. Payroll processing times
5. Verification timeline
What is the process for COVID extension with the following clients?
Mcdermott
Frontier
Gallo
Mcdermott and Gallo -Appeal
Frontier- only allowing births.
What is the retro deduction process for ISS?
ISS will take 125.00 once a month at the end of the month and will apply 100.00 to medical and the remaining balance to all other coverages until retros are paid.
When making or scheduling a callback, where should you document the phone number?
In your case notes.
Can you tell me which lead you should be assigning your cases to?
Refer to the email sent out.
1. Please explain what covid extensions are and where you can find them?