Customer Focus (payment and reconciling)
System Express Bill is located in.
OSC (Online Service Center)
On the first month of missing premium do we send a letter to the insured to collect?
No, it is sent on the second month. The first month it is added to the discrepancy report.
The system we should send emails from.
Salesforce/AF Service
The sub account code for missing premium (debits) that was recently added to indicate collection needed.
LBC (List Bill Collection)
What are the three types of payment we accept?
EFT, Check, Wire
How often are we supposed to send discrepancy reports?
After each invoice (Monthly)
After claiming a case or creating a case, the first and most important step a colleague should take next.
Tying to an account (employer or policyholder)
The two systems that suspense can be located in, and should be worked in by colleagues.
Mainframe & OIPA
Preferred document type for deduction registers.
Excel
According to our process guidelines we send the discrepancy reports to...
The Customer, the AM, and an SARC/EC if assigned.
What should be added to an email response that supports our brand?
A template
Charge off limit for colleagues.
1 month of premium
What is it called when a colleague logs into the OSC with the Customer?
CARP
The system charge off documentation needs to be imported to.
OnBase.
If an email/case cannot be worked until a later date what status should it be changed to?
Future Date or Follow-up
The activity used in OIPA to charge off suspense without applying anything.
Clear Suspense
What is the format for express bill deductions registers?
SSN, Name, Deduction Amount, Product Code
What is the collection letter AMED/Word number for both divisions AFES & AWD?
AFES 7003 AWD 4003
Billing department's turnaround time (health metric) for emails.
1-2 business days
Billing department's health metric for suspense, (what is the oldest age our suspense should be, excluding stop loss groups).
Less than 3% of total suspense is older than 120 days. (120 days)