Guidehouse
How often does Guidehouse update MBO? (if they actually do it)
Once a week.
When do we escalate to AR if an invoice is past due?
Once the invoice is 5 days past due.
Have their own care team separate from Client Care.
PwC
AARP, UHG, Kincentric, Siemens
What is Client Care's phone number/What is PwC Care's phone number?
Client Care: 703-793-6200
PwC Care: 703-793-6407
Should we comment on the problem ticket for status updates?
We should wait for the update as the comments can get lost.
For invoices from a VMS, what day do the net terms begin?
The invoice date in the VMS.
Has Direct and Indirect.
Booz Allen Hamilton
Who are the next clients that are scheduled to go live?
Unilever, Standard, HP Inc., and RVO Health.
What format is needed for a phone number in order to dial out of Zendesk?
+1 then the phone number.
If it says "past due" on the status spreadsheet and it is okay to advance, do we need additional approval?
No.
Where can you find the net terms of a client?
CRG, in the Business Center under Billing or under Billing terms in the invoice, Payment Calendar
Enters time/milestones in MBO and then gets concierge into Beeline.
Microsoft
What is the payment timing for talent in new system?
2 weeks after the work period ends (given that they submit and their manager approves on time).
When dialing out, what do we need to make sure we say?
That we are calling on a recorded line.
Who should we loop in if we need to escalate the ones we cannot advance?
Holly
Is this an appropriate reply to talent inquiring about a past due invoice: "Our AR team has started their collection efforts for this invoice"
No, we want to avoid using the term "collections".
Enters time into VNDLY.
L Brands and soon to be Northwestern Mutual.
How do non PS workers update their direct deposit?
We need to follow the steps to delete the old DD form and send them a new one to fill out.
Once a call has ended, what steps do we need to take in the case and what do we do if the caller ID is not linked to a user profile?
Update the subject line, add any necessary notes, and merge the caller ID to the correct user profile.
When can we not advance an invoice?
If the note says, "mbo/holly working on approval / invoice correction" or MBO is actioning something.
How can you see if payment has already been advanced to a worker for a past due invoice?
It will x amount has been advanced in the Outstanding Invoice section and you can check the Ledger to confirm.
Majority of their workers transitioned to Tapfin, but they still have a few international IC's still under MBO.
Salesforce
How do you find what program someone is enrolled in?
Search name in JobDiva, click on user fields (ladder/bookcase icon), and then profile.
What do we do if someone calls in and starts with asking to speak with a specific person on the team?
Unless the person has pinged the group ahead of time, we want to try and help first in case that person is on another call or away from their desk. If they are persistent we can then let the person know and if they aren't available can let the person on the phone know they will call them back.