Benefits
This is the maximum amount an individual participant may contribute to an HSA per year.
What is $3500?
The two apps used to clock in and out of shifts, and to track hours worked and pay.
What is Humanity and ADP?
This option in Zendesk gives us the ability to email an Account Manager, coworkers, or HSA banks within the same ticket that it corresponds to.
What is a Side Conversation?
There are currently this number of people working in the call center.
What is 15?
The amount of funds that are available to a participant for the allotted plan year.
What is an Annual Election?
The amount of time that a participant has to send in payment for the first month of coverage.
What is 45 days?
The online portal that replaced the phones drive in November 2019.
What is Insightly?
The name of the Zendesk tab that has access to all of the articles and resources available for participants and RMR employees.
What is the Zendesk Guide?
This account manager has the highest percentage of companies that we cover at Rocky Mountain Reserve. Some of their companies include Boulder County, Billings Clinic, and National Jewish Health.
Who is Vicky Daniels?
The two ways that a participant can be reimbursed and the amount of time each method takes.
What is Check (7-10 business days) and Direct Deposit (3-5 business days)?
When a cobra participant has this abbreviation under their status column they have elected and paid, but are now terminated.
What is TE?
The two pieces of information required when chatting any of the google chat groups.
What is the First and Last name and Employer?
After receiving a bad ticket review you only have this amount of time to send it to Lizzie for review before the ticket becomes Closed and unchangeable.
What is 3 days?
This RMR employee is apart of our finance department, processes our payroll, and answers all questions about BMW tuition reimbursement accounts.
Who is Brad Warnick?
This is a good place to check after someone submits an online claim and would like to see if we successfully received it before it is reviewed by our claim processors.
What is Adjudicate?
The tab that allows you to check all of the actions taken on the account, including First day of Cobra, Payment Received, and Carrier Notification.
What is the Timeline Tab?
When answering the phone, this is the greeting required to best direct your phone call and gather the information needed.
What is "Hi this is (insert name here) with Rocky Mountain Reserve, may I get the first and last name of the primary account holder?
The three things all call center employees must achieve in Zendesk to receive the monthly incentive bonus.
What is a minimum of 200 tickets solved, percentage of solved tickets surveyed at or greater than 75%, and a satisfaction score at or above 90%?
This employee brought many clients from Moody with them when they were hired on at RMR.
Who is Kim Kania?
The Employer ID for Zayo
What is RMRITI?
The address to send all cobra payments and premiums that we give to participants.
What is P.O. Box 2440 Omaha NE, 68103?
When assigned to the info account in Humanity, your shift will be marked with these words.
What is "Email/Chat"?
This Zendesk Product is used to see how many calls are waiting in the queue, what agents are online, and to monitor live calls for training.
What is Zendesk Talk?
This RMR Call Center employee worked the most hours during the month of August, working over 40 hours a week.
Who is Mason Alldredge?