Williams
What page in the KB is the Williams RR guide posted on?
Document library
What benefits cannot be changed if a FTR EE is on leave?
Life and Disability
CSR lead has assigned you a case to get in contact with the employee regarding dependent verification. You have made the required call back attempts and is unable to make contact with the employee. What should I do with the case?
You should attach address template and contact us letter to the case under history. Then you should send it to the appropriate CSR Lead for peer review.
What is the average handle time goal?
Under 8 minutes
Employee calls in regarding open case #123456 which is in another CSR's name. You advise the caller of the resolution and nothing else is needed on the case. What should you do with the case?
You should close any callbacks that are assigned and close the case.
I added my newborn onto my medical coverage effective 2/01/2021 and I would like to know the deadline to submit the baby's birth certificate? I am currently waiting on it to be mailed to me.
Dependent Verification Required
Temporary Exception
Due to the COVID-19 impacts the below extensions are allowed for dependent verification until further notice:
I received communication that I can increase my DCFSA. I would like to increase it to 7,000. Can you assist me?
Yes, CSR should take down the amount he wished to contribute and send the case to the CSR lead for further processing.
Where can you locate the Covid QLE extenstions?
How many points will you get deducted for not providing accurate information?
20 points
Children's employee calls in with Quantum requesting a COCC. What should you advise?
The EE will need to speak with UMR at 1-800-826-9781. This is located on the medical page in KB.
I am retiring next month and I am currently contributing to an HSA. I would like to know what would happen to my HSA once I retiree?
Health Savings Account. If you are contributing to a Health Savings Account (HSA) through payroll deductions, your contributions and deductions will end effective with your last paycheck. Your HSA and any funds held in the account are owned by you and will continue to be available to you. Williams will not make any further contributions to your HSA. The Optum Bank fee structure may change after your termination. As the account holder, you may transfer these funds to another financial institution without incurring a penalty.
I am a New hire and I would like to add my domestic partner to coverage can you advise me how I can add her to my benefits with Frontier?
BAG 354
BAG 354 does not allow DP coverage.
I was added to my spouse's coverage on 2/1/2021 and I would like to drop my coverage with Children's Health and read that the IRS allowed extensions due to Covid. What would you advise the employee?
Employee would need to appeal if they push back, Gain of coverage is not a QLE covered under the IRS QLE extensions
What is the Quality dispute process and where can you find this process documented?
EE calls in regarding open case #12345, you provide the employee with the case notes then EE ask another question irrelevant to the original case that they called in for. How would you document this call?
You would document the call details within the open case.
I am a RR from Williams and I would like to enroll into my RR coverage since my William's COBRA coverage has run out. Can you help me?
If you are eligible for subsidized retiree medical and you enroll in COBRA for medical coverage you waive your eligibility to subsidized retiree medical.
Today, I added my newborn to my coverage. She was born on 5/01. Can you let me know the deadline for me to submit her verification?
Documents are due within 30 days of QLE completion (extra 15 days not communicated) – Applies to ALL BAGs
30 days from 5/04
EE calls in and ask if we have received there documentation to verify there dependents. What steps should you take to ensure that nothing else is needed from the employee?
- Confirm that dependents are added to coverage
-Confirm EE is within the timeframe to submit documents
-Look at the documents to confirm that we have everything that we need to complete verification.
- Obtain a good contact number in case that we have to reach back out to the EE.
Please advise me what the metrics to meet are for Hold time, adherence and Quality?
Hold time- Under 2 minutes
Adherence- 95%
Quality- 93%
A case will be created to generate the COCC and it will be mailed out to the address on file unless EE provides an alternate address.
List 2 places that you can locate the Via Benefits contact number?
RR enrollment guide
Vendor resources
When is FTS coverage effective, if they have exceeded there 30 day Child Loses Eligibility update window?
EE calls in to confirm that his dependent is verified. You read the case notes and confirm that we received verification documents but dependent was not associated to coverage. What should you do?
Get the event open to make the changes and then send the case to CSR lead for further processing.
List 4 critical success factors that can drop your evaluation score to 0.
-Security verification
- No documentation
-Callback/ Task is not assigned to the case
-Callback/Task is not completed on time
When will LSC employees be able to contact the CDB team for assistance with COBRA and direct bill.
Employees are able to contact CDB on 5/5 for COBRA questions. If an employee is on direct bill, they will have to wait until 6/01.