RKS Services
What are 3 inquiries we might get for a RKS call?
What is my coverage?
Who are my beneficiaries?
Beneficiary change
Coverage Change
Profile/Address Change
Billing questions
Website Help
What is a Plan Highlight?
Document that shows the group contract and what services we provide. Can include rates.
An Employee would like to start paying through their bank account. What would they want to set up?
Electronic Funds Transfer (EFT)
What is the icon that we click on to search for someone?
The phone icon
What do we type into the url bar to get to Service Platform?
serviceinc/
Where can we locate what services we provide for a specific client?
Plan Highlight
What database do we go to in order to find Plan Highlights?
RKS Plan Highlight Database
For automatic drafts: Do we take credit card, bank account information, or either?
Bank Account Information
When inputting the information we would like to look up (ex: name), we then hit ___ or ___ in order to conduct the search.
Query button or F8 on the keyboard
In which 2 tabs of a policy can we see who the Insured & Coverage Owner are?
At a Glance & Coverage
What are the 4 Core Record Keeping Services?
Beneficiary Record Keeping, Assignments, Death Claim Facilitation, & Term Package Mailing
In an Excel document Plan Highlight, which tab would we go to to find which services we provide? (Note: If would like to look one up, can use 53121 Amazon).
Client Info & Special Handling
What are the billing frequencies in which someone can pay by check?
Quarterly, Semi-Annual, or Annual (Monthly is EFT only)
When updating an address in Compass, what date is used in the Expiry Date field?
The day prior (Yesterday's Date)
An Employee would like to decrease their coverage. Assuming we record keep for them, which SR would we submit, or would it be a form?
SR Decrease Coverage
What are the 4 Full Administration Record Keeping Services?
Core Record Keeping Services, Eligibility & Coverage Maintenance, Payroll Deduction, & Retiree or Individual Billing
Please go into PH 53121 Amazon. Which Termination Service Type do we provide?
On-Demand
When is EFT automatically drafted each cycle?
First Friday of each billing cycle (will also accept between the 1st and the 15th)
In the Insurance tab, it shows Optional Life Insurance listed. They have $75,000 listed under Standard/Benefit Select. They have $50,000 listed under Free Cover. What is their active/current coverage amount?
$50,000 since under Free Cover. Standard/Benefit Select shows what the original amount was.
An Employee would like a copy of their policy with their coverage amounts on it. Which SR do we submit/what are we sending to them?
SR Summary Page
An active Employee calls in wanting to confirm their coverage and beneficiaries. However, we do not record keep for them. What would be an appropriate response to them/would we refer them elsewhere?
"My apologies, however, we do not do the record keeping for your employer so I would not be able to see that information. You would need to contact your Employer's Benefits Center and they would be able to further assist."
Please go to the PH for 91475 Commonwealth of PA. When did their STD & LTD lapse with Prudential?
STD/LTD lapsed effective June 30th, 2024
Bill due date is 10/01/2024. The EE is now calling in on 10/08/2024. They have so far paid $25 applied towards the bill and the remaining amount owed is $75. Are they able to set up EFT over the phone effective for 10/01/2024 and therefore the outstanding balance will be paid? (Important: Please include the "why" for your answer."
No due to there being a partial payment applied. If the full balance was still owed, then we could set it up. However, we cannot set up EFT on partial balances.
What does it mean if there is X amount of money showing in the "Payer Account" under billing? (May give an example for explanation if preferred).
It means that there is a check in their account that has not been applied to any direct bills yet. (Ex: Someone sent in too much money and the amount in the payer account will be applied to the next bill. OR the check in the payer account is still being processed and will be applied to the bill).
When searching for an insured, their profile is not coming up. In order to create one for them in SVP, what is it called that we are creating and what button in SVP do we click to do so?
Epiphany Account & Capture Insured Information