Chat
What teams chat would you place any questions in regards to a member or a member issue?
UAW Help Chat
If a member does not state the last 4 digits listed in a zip code (89183-4444), what other PHI information can you collect?
Phone Number, Last 4 digits of SSN, or DOB
What is the member ID number for UAW members?
Last 4 digits of the member social
Where in the Now would you find the most recent updates for all Health Plans?
Home page - Most recent updates
What is the attendance line phone number?
(877)438-0397
Who do you reach out to if you are having system issues?
PM your direct supervisor and the supervisor on duty
What are the two ways you can get to the Storefront from CRM?
Member Info or Order History
What phone greeting must you use on all UAW calls?
Hello, thank you for calling the UAW Trust Over-The-Counter service center. My name is <your name> and because quality is important to us, this call will be recorded and may be monitored. Who do I have the pleasure of speaking with today?
What folder houses all of the call flows for the different Health Plans?
MEA Procedurces- Begin Call
What are all of the names of the UAW Remote Supervisors?
Malu, Helena, Jayde, Brittney, Pheel, Fran, Karriema, and Derly
What template must you use when requesting help EVERY time in the UAW help chat and what information must be included?
Request for help template:
Communication: I understand only questions where I need assistance goes into the UAW help chat in the request for help template format (Please save this template into your notepad).
Member Name:
NH#
Health Plan:
Member Id:
Reason/Request for Sup:
Where would a member go to see if an item is eligible in stores?
Nations OTC App
How many orders can a UAW member place in 1 year?
2
What keyword would you use to search to process a Reship/Manual order?
Forms
Who is our NationsBenefits CEO?
Glenn Parker
What is the timeframe do you have to respond to a teams chat from a supervisor?
2 minutes
How long is the shipping time on a catalog?
7-10 days
When do you refer the member over to UAW?
Never- To the members we are UAW
What keywords would you use to find an IT ticket template?
IT ticket
How many distribution centers does NationsBenefits have?
5- California, Utah, Pennsylvania, Tennessee, and Florida
What chat would you go into to get assistance with anything in regards to the shipment of a members order? I.E a reship with no shipping info, an order that has not been received, or a manual order that has not been processed?
Member Care Operations (MCO)
Where would you go to see a Member's past orders?
OTC orders in CRM or Order History in the storefront
When is the only time an MEA can change a UAW members address?
When processing a reship
If a member is not coming up in CRM what process do I follow to get the member added?
If a UAW Trust member calls in and cannot be located in the CRM:
Send email to: MemberOutreachRequest@nationsbenefits.com
CC: Steven Fernandez
Email Subject: UAW Member Cannot be Located
Body of Email: Primary policy holders:
full name,
DOB, address,
phone number and
last 4 of SSN
Do not submit a ticket or refer member back to UAW Trust.
Advise the member a callback will be completed. Hint Outreach
How many rings/ seconds do you have to answer a call?
3 rings / 6 seconds or less