Claim Inquiry
What does the candy cane mean on a calendar? Example NTN:
NTN-2131140-ABS-01
Mixed decision
What KB should you use when a claimant has a $0 payment?
Zero Dollar ($0 ) Payments
KB0010279
Who is our APM? Associate program manager
Kayla M. Augustonovich
What chat should you report your dropped calls in?
AUX changes, IT issues, Dropped calls
How many agents does team Desiree have?
10!
The claimant uploaded their documents on 10/23. It is now 12/5 and no updates have been made. The task of reviewing the document was never generated. What do you do now?
Create the task and send it to adj following
FINEOS Claim Inquiry - Adjudication Status
KB0010840
"My payment is wrong you guys keep sending me the wrong amount. Why is this happening?"
What KB should you use for this?
Payment Amount Investigation KB
KB0010300
Where do you request time off?
NICE and UKG
What aux should you be in for a 1x1?
Coaching!
What time does Desiree go to lunch?
12:15 pm - 1:15 pm
"My employer said they responded but my portal says otherwise. Can you check this for me?"
What kb do you use?
FINEOS Claim Inquiry - Adjudication Status
KB0010840
" I am trying to add my claim to the portal but it keeps giving me an error and I need to upload my documents."
What KB should you use AND what is the first troubleshooting step?
Claimant Portal Guide - Troubleshooting and Common Questions
KB001080
Check the date of hire
How long should you have a claimant on hold before checking in?
2-3 minutes OR 5 minutes if you informed them the hold may be longer!
When should you switch your aux in MAX?
- your supervisor pulls you
- you ask permission to restart/for a tech issue
What post need a response from the full team?
Any post made by a sup!
What notice are they talking about AND where do I check what information is needed?
RFI and check the notice and the notes
"My employer fired me while I was on leave and I need you guys to move forward with legal action."
What KB would you use AND what would you tell the cl?
Job Protections Questions from Claimants and Employers
KB0010091
What is Savi's mascot?
Savi the cat!
WITH OUT CHECKING: how many CHATS does team Desiree have?
3
How many hours of sick time can you use in a calendar year?
24 hours
"My claim is in review and I submitted my documents already."
What KB do you use?
FINEOS Claim Inquiry - Advanced
KB0010424
A claimant calls in and is making threats to harm themselves. What do you do and what kb do you use?
First, make an important post tagging your supervisor and wait for a sup to respond. Then use
Distressed Caller - Self Harm
KB0010365
What Holidays do we have off?
- New years Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
Who is Desiree's sup buddies?
Emily and Janell!
What is Mass earned sick time AND how can I use it?
Mass earned sick time is coverage through the state that allows unapproved time off without points. In order to use this, you need to have either sick or vacation time. You need to use the form through HR and request this.