Resources
Resource to locate if a surviving spouse is funded
What is "Client Guide"
Customer calls with questions regarding Health Savings Account
What is "Chat Infosource for Number"
Paper checks+no email+paper notification
What is "Mailed EOP"
When you get this type of call, plans need to be cancelled and AR shut off to avoid issues
What is "Death Notification"
Also known as a "blackout period"
What is "Platform Enhancement"
Pega case used when a participant calls wanting to know why their reimbursement was denied
What is "Denied Reimbursement Request"
Seasonal employees use this segment for same day requests
What is "Leaving Early Approved"
Paper check+email+email notification
What is "No EOP At All"
Pega cases that requires a claim template
What is "Denied Reimbursement& Checking Status of Reimbursement, Void & Reissue"
Ticket type you make (& what system) to report funding website issues
What is "JIRA Report a bug"
Open case has exceeded 6 weeks, and clicking escalate
What is "Escalate a Pega Ticket passed SLA Timeframe"
Direct Deposit+email(on file)+Paper notification
What is "No Mailed EOP, but can access online"
Location in funding portal that shows pay cycle for clients when funds will be released for reimbursement.
What is "Participant Details"
Full time employees use this segment for same day leave early requests
What is "Paid Time Off"
Direct Deposit+email (on file)+email notifications
What is "No EOP AT ALL (not online, no mailer)
Where you can find the new resource for current & resolved website issues.
What is "Tools & Resources" or "SharePoint"
Process when you must go to Pega, "Call Center Workbasket", "Select Case....", review notes and resubmit for completion
What is "Incorrectly Submitted"
Participant removes email from SSC this is a result of that action
What is "No longer access HRA online"