Scenario 1
Scenario 2
Scenario 3
Scenario 4
Scenario 5
100
Can we help every client with their Annual Enrollment?
No. Always check the TipSheet to see what services we offer.
100
What is the difference between an active and a passive enrollment?
Active- ppt will need to enroll in all benefits.
Passive- all benefits will roll over, except FSA, LPF, DCA, and HSA.
100
What should you do if a ppt calls in and needs help in another language?
Use the interpreter line.
100
What tab in the TipSheet will you find the ppt’s annual enrollment start date?
100
Based on the screenshot below, can we assist with Annual Enrollment?
Yes. Enrollment assistance is only available during the Annual Enrollment time frame.
200
Ppt’s spouse from the City of Detroit calls in to enroll her spouse into benefits since he works night shifts. Can we assist the ppt’s spouse?
No, we cannot talk to the spouse unless there is a POA or HIPAA form on file.
200
Ppt called in stating they are trying to enroll online but cannot seem to locate the annual enrollment. Why is that?
Either AE has passed, they are on the wrong page (confirm the website they are on), or they are not eligible for benefits. If they believe they should be eligible for benefits, are on the correct site, and are within the AE dates, escalate to the team to review.
200
Ppt calls in and would like to get a confirmation sheet for their AE. Where can you locate this?
-Saved Docs
-Enrollment tab, then the confirmation sheet
-Impersonating and going to the confirmation statement
-If there is an enrollment window still open, you can impersonate and go to the last page of the enrollment also.
200
Can we take Annual Enrollment elections over the phone for Advance Auto?
As an orange icon, we CAN take Annual Enrollments over the phone.
200
Based on the screenshot below, what should we advise the ppt to do if they missed their enrollment window?
Reach out to Kohler Global Shared Services.
300
Ppt has a dependent who he wants to remove from his medical plan, but keep on the dental. There is an Annual Enrollment window open. How would we do this?
After securing the call, impersonate the ppt in MBE. From there, go into the enrollment window. When you get to the medical page, uncheck the box next to the dependent's name to remove them from that coverage. Save and Continue to the next page and assist with walking through the rest of the enrollment.
300
If a ppt has a question about the benefits offered in their AE, where can they go to find more answers?
Ppt can go to their benefits guide or plan info buttons. They can also compare plans.
300
Ppt only wants to enroll his wife into the plan. He does not want to add himself or other dependents. Can he do that?
No. For active benefits, the ppt must be included in the benefits if a dependent is on them.
300
During Annual Enrollment (for any client), besides medical, dental, and vision, what other benefits could be offered in the enrollment?
Spending Accounts (FSA/DCA/HSA/LPF), EAP, Life Insurance, AD&D, Legal, Pet Insurance, Hospital Indemnity, Critical Illness, STD, LTD, Identity Theft Protection, etc.
300
Can we take enrollments for clients with the image below?
No. We do not assist with enrollments for Shared Service clients.
400
What benefits do the ppts need to elect every year, (if they wish to elect them), even if AE is a passive enrollment?
LPFSA, FSA, DCA, HSA
400
Where should you always go if they have a question about any client information?
Always check the TipSheet.
400
Ppt has a disabled child over the age of 26. Can he keep him on benefits?
Yes, as long as the disabled child is marked as disabled in the system. If not, the ppt will need to contact the carrier to prove the child is disabled.
400
Below is a screenshot from the Cracker Barrel TipSheet. Ppt calls on 11/17. Can the ppt still enroll?
It is after the silent window. Per the TipSheet, we would need to escalate to see if an exception could be made.
400
Can we send confirmation statements to the ppt?
Yes, confirm the email address where they want the confirmation statement sent.
500
Can we advise the ppt on which plan to select in an enrollment?
No. We cannot advise them on what plan to select. We can give them benefit breakdowns (deductibles, etc.) but should not advise on what plan is best for them.
500
When is the effective date for AE?
Typically 1/1, however, some clients have a mid-year enrollment. It depends on the client so, always check the TipSheet.
500
Ppt wants to add their grandchild to their benefits. Are they able to do this?
No. They will not be able to unless they have legal custody of the grandchild. However, always check the TipSheet for special rules.
500
Based on the screenshot below, why does the ppt have two enrollments?
This is what we call a split enrollment. They have two active enrollments with different effective dates.
9/1- Annual Enrollment for core benefits.
1/1- DCA and FSA Enrollment.
500
Which icons in the TipSheet signify we can take elections over the phone for a ppt?
