Card Types
Provides members with convenient access to participating retailers with the S3 technology to purchase a variety of products with their benefits and rewards.
What is the s3 card?
"Thank you for calling Healthy Benefits Plus Member Support! This is <<your name>>. Who do I have the pleasure of speaking with today?”
What is our greeting?
Email address and prefferred phone number
What are the 2 things we can update on the cardholder info tab?
When we stay on the line with the member to introduce them to the new rep after supplying all necessary information to that new rep. Is also how every transfer call is handled.
What is a warm transfer?
Scheduled Benefits, Discounts, Rewards
What are the main Healthy Benefits Plus Programs we work with?
Combines many members benefit and rewards programs into a simpler, integrated experience with access to more than what members get with a traditional member ID.
What is the UCard?
Part of our call flow that Lets member know that we are willing to go above and beyond to help them
What is a Willingness Statement?
The info needed to activate members card after account has been verified
What are the last 4 digits of the card number?
The service used when an interpretor is needed
What is translation services?
This info is provided to member after confirming all needs have been met on the call and is found at the top of the Call Wrap Up page for us the read to the member before ending the call
What is the benefit recap script?
Combines the S3 payment technology and Visa all in one, which creates the opportunity for members to utilize a wider variety of benefits and have a broader member shopping experience.
What is the Dual Card?
This is where to find the members HPP phone number as well as tier 2 number when needing to transfer the member
What is the Program Information tab used for?
Balance information for all programs, Benefit Tiles and Healthy Savings Offers
What is found on the Available Balance tab?
Transfer/ Conference> dial transfer number> provide callers info and reason for transfer> conference> introduce and thank them for calling> transfer
What are the steps to follow to complete a warm transfer?
All dispositions and notes made on every account will appear here.
What is the Contact History Tab?
Offers the flexibility for members to utilize their benefits offered by their health plan provider by using the Visa network to make a payment.
What is the Visa Debit Card?
Displays information specific to the member’s plan such as the card image, overview, eligible items, Ways to shop and website the member can access there account from
What is the details button?
First go back to cardholder search and Research the system to see if the member has an active account( after account was already located and opened)
What is the first step in troubleshooting an Inactive-Expired account?
Reason for the transfer, members name, DOB and zip code, callers name( if other than the members)
What is the info needed from rep before taking over a transfer call?
“Before we end the call today, I would like to remind you of your current benefits. You have $10 available on your
healthy food benefits that will expire at the end of this month. You get $50 each month. Your next deposit will be on February 1, 2025."
What is an example of a Benefit Recap Script?
A payment technology that allows the store to implement the Healthy Benefits Plus programs
What is s3?
Where all process steps for all call types are found, as well as answers to most members questions. This is also required to be opened and used on every call
What is KIP?
Click call wrap up button, provide: Current available balance, Benefit type, Expiration frequency, Benefit amount and frequency, Next benefit deposit date and then click the back button to return to previous screen
What is the process for handling a balance inquiry call?
2 minutes
What is the maximum amount of time a caller can be placed on hold for?
Resolution, name of caller (other than member), name of rep
What is the info needed to be notated in the comments field?