Claims
YSA Card
General
Client Specific
Overpayments
100
How do you send a healthcare claim form by postal mail?
Callflows Claims Callflow Submitting a Claim Callflow Information to View/Transactions to Process: Sending a healthcare claim form by postal mail.
100
What is the Reset PIN phone number for the YSA card?
Callflows YSA Card Callflows About Your YSA Card Callflow General Information and Probing: - reset their PIN if needed: Reset PIN phone number: 888-999-0194.
100
How does auto reimbursement works?
Callflows General Callflows Auto Reimbursement Feature Callflow Information to View/Transactions to Process: -How auto reimbursement works Health Plan Data Feeds (HPDF) load to the system to allow claims to be substantiated or paid out automatically.
100
Where can you find a list of plans administered by YSA
Plans Administered by YSA
100
What is an Overpayment?
Callflows Claim Callflows Overpayments Callflow An overpayment occurs when YSA has paid for something that has not yet been validated as an eligible expense.
200
What must you do before voiding a PPT's check?
Callflows Claims Callflow Void/Reissue Payment Callflow Information to View/Transactions to Process: Voiding a Check Before voiding the check you MUST: Provide the voided/stale dated check number, date and amount of the check to customer. Advise the participant to NOT cash the check if they receive it. Advise them that their bank may charge them a fee if they attempt to cash the check.
200
Are chargebacks the preferred method for returning funds?
Callflows YSA Card Callflows YSA Card Chargeback and Returns Callflow Information to view Chargebacks are NOT the preferred method of returning funds back to a customer's YSA account.
200
For HCSA, customer may exhaust their ENTIRE goal amount even if total contributions will not be made?
Callflows General Callflows Leaving Callflow General Information and Probing For HCSA, customer may exhaust their ENTIRE goal amount even if total contributions will not be made.
200
What knid of plans do American Airlines offer?
Client Specific Information American Airlines Plan Specific Information
200
Should we offer the YSA Card as an option to resolve an OP?
Callflows Claim Callflows Overpayments Callflow What are ways a participant can cure their overpayment? DO NOT offer the YSA Card as an option to resolve an overpayment
300
How should the PPT submit receipt if he/she does not have access to the internet or mobile app?
Callflows Claims Callflow Resubmitting a Claim Callflow General Information and Probing: customer should not be counseled to re-fax/mail a copy of the previously completed claim form with additional documentation. Instead counsel the customer to use the resubmit feature from the web site.
300
My YSA card is about to expire. When will my new YSA card be sent and is this automatically done?
Callflows YSA Card Callflows About Your YSA Card Callflow General Information and Probing: - New Cards sent to replace expiring cards: These cards come with advisement that they require activation. New cards are created approximately 60 days before the old YSA Card expires. Updated expiration dates can be seen via HCC and on the participant account in TBA. New cards are then mailed 15 days before the old cards expire. Mailing date can be seen via HCC.
300
How should you explain forfeiture to the PPT?
Callflows General Callflows Forfeiture Callflow Forfeitures Example Scripting
300
Where can you find a list of clients YSA no longer administer
Client Specific Information Converted Out Clients
300
What are other reasons an overpayment may occur?
Callflows Claim Callflows Overpayments Callflow Other reasons an Overpayment may occur Claim was denied due to an ineligible date of service or ineligible expense....
400
How should you handle duplicate claims?
Callflows Claims Callflow Handling Duplicate Claims Information to View/Transactions to Process Types of claims What to do IF:
400
What is a Participant Level YSA Card Choice?
Callflows YSA Card Callflows Participant Level YSA Card Choice Participant Level Choice allows each individual participant the option to choose between the YSA Card and Automatic Reimbursement through Health Plan data feeds.
400
What is the requirement before you process the direct deposit event for a PPT in TBA?
Callflows General Callflows Direct Deposit Address Processing Viewing the Information Requested - Change Direct Deposit Information on TBA Before processing, setting up or changing direct deposit, you must read this script and the customer must confirm also required if payment delivery defaults to an existing direct deposit financial address on file. Before I process or change your direct deposit election, I need to ask you to confirm that you are not transferring your total payments to a bank or financial agency located outside the United States.
400
Does Target offer the YSA Reimburse Me Mobile App?
Client Specific Information Target General Information.
400
What happens when a YSA Card Is suspended due to an overpayment under the choice model plan?
Callflows YSA Card Callflows Participant Level YSA Card Choice: What Happens When A YSA Card Is Suspended Due To An Overpayment under the choice model plan?
500
Who can offer and/or send an appeal form?
Callflows Claims Callflow Claims Appeals Callflow Information to View/Transactions to Process If customer demands an appeal for the decision, please transfer the call to an OFS member. Only OFS members can offer and/or send an appeal form.
500
If my wife has an YSA card on my account, will my YSA card still work if I report that my wife’s Card was stolen, assuming I have a Multiple-Unique Card?
Callflows YSA Card Callflows Tokenization Summary Callflow - Multiple-Unique Cards Reporting one card lost will NOT require all cards to be turned off.
500
Where can we find Internal Pod Transfer numbers?
Callflows General Callflows Access to YSA Services Callflow Internal Pod Transfer numbers
500
What is Ecolab Overpayment Threshold?
Client Specific Information Ecolab YSA Card Information Action to be taken for Overpayments.
500
What happened if an OP is not cleared or paid?
Callflows Claims Callflow Year End Processing Callflow Plan Year Close Deadline has passed and there is an overpayment on the account
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