Registration
What preliminary steps do we take when a customer can NOT register on MyCigna.com?
What is:
1.Validate the caller
2. Ensure basic Website Trouble shooting has been done.
3. Determine why the registration failed by accessing the SSO support tool.
Can Facets Customers wtih a hold code AME1 or ADM view their coverage?
What is: YES
Does a customer need to activate their id card?
What is No, your id card does not need to be activated. Your id card was activated when you registered for My Cigna.com
What Does SBC mean?
What is Summary of Benefits and Coverage?
If a past Cigna Customer had coverage within the last 24 months, and has new coverage NOT yet effective, what will show on MyCigna?
What is data from the terminated coverage will be considered the most recent and show that registration information?
What Incorrect data do we look for in the eligibility source system?
What is:
-Id Number
-SSN, DOB
-Name
-Zip Code
If a customer had a faux SSN and how has coverage under a new id, will the faux SSN match the source system?
What is NO, customer will have to register.
What would prompt the customer to think they had to Activate their card?
What is the sticker on the card that says activate your card on MyCigna.com
Where would we find the SBC in OneView?
What is the 360 View tab?
What if a customer asks for suggestions on picking a user id or password?
What is, Only give general suggestions and advise we are NOT able to provide specific ids and passwords?
We look for _______ in the applicable Source System.
What is the Eligibility Load Date?
When will Plan specific information be on MyCigna.com?
What is when their coverage is effective.
When would a customer NOT be able to view their Id card on MyCigna.com
What is, They do not have current active coverage.
What do we do if the SBC is loaded in OneView but not displaying on MyCigna.com?
What is we Open a tech ticket on Tech central to report the issue?
What is , in OLAM under the Logins Tab?
This is NOT a source System.
What is One View?
Where do we find the affective date of Coverage?
What is: Source Systems?
Who can View id cards for All Family members?
What do we if the SBC on myCigna is the same document loaded in OneView, but has incorrect information?
What is, Engage Health Assessment Details Request email box for Client outreach to verify document is correctly loaded?
What information will display on MyCigna for customers who have Dual Active Coverage as the subscriber?
What is, only the current most active plan will display.
Name the 4 source Systems we should refer to for the eligibility load date.
CED
Facets
DentaCom
Webster
Where do you submit a profile change Request? And is there an exception to this?
What is:
ICSA Digital HGS ID PW Chat? Yes, dependent who has a different last name than subscriber. A profile change is not submitted. Registration must always display the dependents first name and subscribers last name.
What will customers age 19 and over with pediatric dental coverage on an IFP plan see on the Id card page on Mycigna.com?
What is an informational message that they may have coverage under a different plan.
What next step would we take if the customer resides in California and requests a specific language?
What is Refer to the Language Assistance and Translation Requests Article in KX?
What is the call type code to transfer a Pre-Enrollment customer for Choice Fund/PreEnrollment FSA/HSA/HRA accounts?
Extra 2 points for an email address.