Forms
When should a site use a Preferred form?
In an IC, 3 stubs can be accepted for weekly pay if the applicant is a new hire. Yes or No?
No, for ICs, 4 stubs are required to support income from wages.
Before going on PTO
Clear your view as much as possible
Fax strips for verifications- The Highmark Way
Highmark accepts any fax strip when receiving verifications.
When we receive a call about someone else's file, and the site asks a correction to be removed, we should... (state a best practice in this situation)
Try to help, but do not change any corrections. Let the file owner know about it, and let them decide what the next steps should be.
What should be completed when the person does not receive any income?
The Zero Income form and the Self-Certification of Non-Employment form
What 3 states do not allow the WorkNumber for income verification?
CO, NC, SC: All states with a C!
When you get a file from Team Synergy
You should not send it back to the original owner. It is yours until the final approval.
Income on the application that is $1000 HIGHER will be addressed. According to The Highmark Way, is this true or false?
False. $1,000 is the Preferred Way. Highmark wants a $2K difference addressed.
Late recerts: the reason why this recert (full AR or self-cert) is late should always be clarified by management. True or False?
False. Highmark does not want us to ask why a recert is late.
When someone is separated they must complete a Self-Certification of Estrangement and Absent Spouse form. True or False?
False. They must complete the Self-Certification of Marital Separation Status form.
What 3 states require YTD calculations?
CO, MD, NC
When the site did not complete ANY correction requested
Write a comment before resending the correction request
Highmark allows phone clarifications for EVs.
If the employer marks the applicant does not receive any tips or commissions, the Tip Income Declaration form is NOT required for those in the service industry. True or false?
False. The Tip Income Declaration form is always required for the service industry since they could receive undeclared tips to the employer that should be counted as income.
On the Zero Income form, what CANNOT BE accepted on source of payment? Name at least 5 possible answers on the form.
Ditto marks (" "), sister, son, blanks, husband, first name only (Bob, John, Sara), a line running through all the column,
The asset income will be listed on the TIC ONLY if the total cash value of the assets is over the threshold. Yes or No?
No. The asset income will always be counted regardless of the total cash value of the assets.
When the TIC is not sent in the file:
The file should be reviewed regardless of any missing documentation.
Generic Emails- The Highmark Way
Highmark accepts generic emails as long as there is a connection between the employer's name or the person completing the EV and the email address.
When is the Regional Approval required in a file?
When 50% or more of the THI comes from gift income
If there is no EV or stubs, can a site phone clarify all the income information with the employer and include it in a management clarification?
No. Phone clarifications cannot substitute any income verification document. Phone clarifications are allowed when something on the original document is not clear or is missing.
We must deny a file if they cannot provide the Child Support Payment Declaration because the provider does not want to sign it. True or False?
False. The applicant can complete a Verification of Self-Declared Income form listing a valid reason for not providing the Child Support Payment Declaration form.
Calls on dialpad
Chats in NG
Messages on Teams
Emails
When showing available, calls must be answered.
When a chat pops up, it should be responded.
All messages must be acknowledged and replied to if applicable.
Emails must be answered within the same business day. Ideally, check email every 2 hours.
When is the low stub calculation required for The Highmark Way?
Only when the first stub reflects an incomplete pay period because they are a new hire and therefore, it is lower than the rest because it was their first stub.
Regarding the WorkNumber, when is the CSS's approval required in a file?
100 bonus points: Name one case in which the CSSs approval is not required in a file and stubs will be requested instead.
When the report shows all necessary information to run calculations, but the site insists on sending paystubs.
Bonus points possible answers:
1. When the net earnings are missing
2. When there are not enough payments on the report