SLAs
When a New Business Associate is setting up a group under 100 lives, the service level agreement is
15 business days
(Keeping in mind UW has the group for 3 of these days)
A new Business Associate reached out to a PA twice, with no reply, how should this group now be treated?
Zombie Protocol
The name of the automated system currently being used for creating booklets?
Xpertdocs
GroupStrength groups receive their new group email from Ashley W, once they receive this, what steps follow?
Set up CRM, and send welcome calls within 24 hours of that email.
How many steps are in the setup process?
There are 250 steps in the setup process, supported by a 200+ page manual
What is the % of Enrolme that is needed to be completed before proceeding with setup?
80%
Groups under 10 lives are to be enforced as?
Mandatory plan
What are the type of classes that do not require a booklet to be generated?
EFAP/travel and VHC classes
A Plan Administrator reaches out to the BS to add a new class to the plan (while still in setup). Any plan design changes need to go through what team first?
Sold case Underwriting
Where can you find detailed notes regarding setup at any point of setup and after set up?
Smartsheet tracker - group notes column
When does New Business SLA start and end?
the New Business SLA starts when received in good order from UW, and the SLA ends when welcome emails are sent and the plan is ready to use.
If a group has a retro-effective date resulting in the client being billed premiums for more than two months, who should deliver this information and when?
The Benefits Specialist is to inform the PA as soon as the NBA or BS is aware of this.
What is booklet's turnaround time to complete an amendment?
3 business days
Questions from Plan administrators that involve plan design changes or rates are handled by?
The Benefits Specialist as this falls under the scope of advising.
When are all three present teams in the office?
Booklets, New Business, and Benefit specialists are in the office on Tuesdays and Thursdays!
Please don't hesitate to chat with each other regarding situations, all desks are so close - TIME TO COLAB :)
When New Business is setting up a group of over 100 lives, the service level agreement is
20 Business days
(keeping in mind UW has this group for 3 of these days)
After a group is in force, where can you look to find setup information/details?
New group set up information: Sold documents, CRM cases, EE data spreadsheet.
Booklets are reviewed at least _ amount of times before being sent to the partner/BS/CSL/AM for approval.
two times
If a note is made in the sold email regarding SA Drugs /90-day grandfathering of medication, who is responsible for this process?
The New Business Associate handles these as long as the group is still in setup.
How many groups does a Benefit Specialist have at a time?
Roughly 90 groups, great job!
If there is an amendment during setup, this may take up to _ business days.
10 business days
There should only be one person resolving the setup case in CRM, who should that be handled by?
The New Business Assoicate
Creation of booklets, amending booklets, updating all booklets to current templates, and posting to proper portals are all done by how many associates?
3 booklet associates - great job team!
What is a Zombie group?
A group where the New Business Associate lacks information critical to setup that is preventing the setup from proceeding/finishing.
How many new groups were set up in 2022?
and how many were delayed due to missing information?
998 groups were set up in 2022, Great job :)
400 were delayed due to missing information!!