Resources
Resource to locate to see if a surviving spouse is funded
What is "Client Guide"
Customer calls with questions regarding Health Savings Account with employer
What is "Chat Infosource for Client Number"
Seasonal employees use this segment for same day requests
What is "Leaving Early Approved"
When you get this type of call, plans need to be cancelled and AR shut off to avoid issues
What is "Death Notification"
Transitional process moving funding accounts from Payflex to Via Benefits Funding Admin.
What is "Platform Enhancement"
Pega case used when a participant calls wanting to know why their reimbursement was denied
What is "Denied Reimbursement Request"
Pega cases that requires a claim template to be manually entered
What is "Denied Reimbursement& Checking Status of Reimbursement"
Full time employees use this segment for same day leave early requests
What is "Paid Time Off"
WTW 5 core values
- Excellence
- Respect
- Integrity
- Client Focus
- Teamwork
You can search for this document in Resource center to view talking points & postcard.
What is speed sheet "Funding and Reimbursement Platform Enhancement"
Ticket type you make (& what system) to report funding website issues
What is "JIRA Report a bug"
Open Pega case has exceeded 6 weeks, what process do you follow?
What is "Escalate a Pega Ticket passed SLA Timeframe"
This tab is used to request a different shift
What is 'Trading' tab
System used to track tardy/adherence points
What is 'SSC'
Period of time a participant cannot access funds or get reimbursed
What is 'Black out Period'
Location in funding portal that shows pay cycle frequency when funds will be released for approved reimbursements.
What is "Participant Details"
Process when you must go to Pega, "Call Center Workbasket", "Select Case....", review notes and resubmit for completion
What is "Incorrectly Submitted"
When Workforce approves a time off request, you will see a ___ colored segment.
What is 'Blue.'
Documentation needed to qualify for Cat RX/Special Payment account.
Cat Rx/Special payment Form & EOB from carrier showing threshold is met
During the blackout, where on the website will it give the ppts notice that their funding portal is unavailable?
What is 'Reimbursement Center' button OR Funds & Reimbursements tab
Where you can find known and resolved website issues/bugs & troubleshooting tips.
What is "Current Website Issues" in Confluence JIRA.
Situation(s) you would use the 'benefit outsourcing' speed sheet in resource center .
- Active Employee/dependent questions
- Pension Questions
- Split Coverage issues
You will find your UPTO/PTO balance in this tab.
What is 'Time Off' tab
Participant removes email from SSC to get mailed EOPs. This is a result/consequence of that action
What is "Can no longer access online web account"
When is the current Wave 9's 'Go Live' Date?
When is April 5th