Open Enrollment
How do you communicate any updates or urgent items to the core OE team during year-end?
OE Tracker - also for volume and lessons learned
How should you start your partner calls?
Non work topics/questions, take a few minutes to get to know them
What is an important step in partner meetings?
Agenda/activity tracker/notes/follow up
Where are two places you can you find process documentation?
PSM shared google drive, RightNow, Agentspace, etc.
Partner is requesting training for their team members. What steps should you take?
Planview, PS intake form!
How are escalations handled during year-end?
No different than our standard process!
What is one way you can be proactive with your partner?
FR prioritizations
Open Enrollment volume/Expectations
Open items list, check in with them before they can ask you for updates
List 2 resources or systems that PSMs should or do use regulary?
PSM shared google drive, team chat, WHC, COBRA, Learning Central, etc.
DAILY DOUBLE!!!!!!!
What are 3 things you should do when your partner asks for escalation of a SR?
Ask them for the SR#, review the SR Title, summary, and information listed in the body to ensure there is adequate information for support, find out why the SR is important to them so that you can write a strong business impact, submit the SR for prioritization, update the SR notes, monitor the SR for updates, ask the partner to add additional details to the SR
Partner wants to update their employees who receive WEX email blasts. How do you check who receives them today and what steps should they take to update their list?
RightNow SR or Support Portal>Your Account tab
They should create a distribution list, they can then manage who is part of that list themselves!
What date were custom plastic orders required by?
7/15
If partner is highly escalated, what method of communication should be used to contact partner?
Phone call followed by email or vise versa
If your partner is not happy about the response time when they submit SRs, which report in RightNow can you use to help you?
TAT - "Closed SR Summary TAT by Partner & Product & Category - 24 Hour Day"
What are some things you can do prior to requesting prioritization on a SR?
identify the urgency of the request, how long ago was it submitted, does it contain sufficient information, do you have a solid BI, does the SR appear to have been routed correctly, is it assigned, etc.
Partner has been notified via SR that their issue in question is an FR. They are requesting that it be escalated. What steps should you take?
Email manager and Deb - include why it's so important - BUSINESS IMPACT!
What date do enrollments need to be submitted by in order to ensure cards are in the mail with adequate time to be delivered for 1/1 plans?
12/8
What are three qualities that make an efficient, effective PSM?
Empathetic
Open, Honest, Transparent Communication
Proactive
Lists
What are some key expectations of a PSM during OE?
Gather projections, assess and document debit card volume, review blast for dates and topics, check in with partner to ensure their readiness, etc.
Why is the Business Impact for an escalated SR so important?
Partner requesting new SFTP setup, what steps do you take?
Planview, PS intake form
Where can partners see debit card mailing timeframes during peak season?
Announcements section of the Support Portal
What builds a valuable relationship important between PSM and Partner?
Trust
How often should you be reviewing your partners SRs?
Weekly at a minimum, more often for high touch or enterprise partners.
What are two examples of topics should you be reviewing with the PAE regarding your shared partner?
What is going well vs. what is not going well, billable items/ProServices requests, current escalations, how do you support each other, etc.
An existing partner wants to use Doxim for check printing. What steps should you take?
Have them submit an SR, SR should go to Lane for check setup, testing and going to production