Manage your employees health benefits online

Transcription

1 Manage your employees health benefits online EmployerAccess is a quick, easy-to-access tool that makes it simple to get everything you need in one spot. This helps to save time, reduce paperwork mistakes and make doing business with us easier than ever before. With EmployerAccess, you ll have a convenient way to add, change or cancel your employees benefit information online. You can also view and pay your bill quickly and securely through the Online Group Billing feature. Enroll members Check eligibility Look at your contract Check on coverage Online Group Billing Manage your bills. It allows you to: View Pay Download 27128GAEENBGA VPOD 03/16

2 Here are some frequently asked questions about EmployerAccess and Online Group Billing. Please feel free to call your Billing Representative if you have any additional questions. Q: What type of computer do I need to use EmployerAccess? A: You can use EmployerAccess with either a PC or Mac computer that gives you access to the Web. Mac OS X: You ll need Safari 4 (or higher). PC: If you re running Microsoft Windows 7, your Web browser can be either Firefox 22 or higher, Internet Explorer 9 or higher or Chrome 28 or higher.> Q: How do I sign up for EmployerAccess? A: To register, follow these steps: 1. Go to <anthem.com>. bcbsga.com. 2. Select Employers. 3. Choose your state and select Enter Site. 4. In the Self Service section, you ll find demos, frequently asked questions and registration information, including the Self-Registration guide. Q: On the registration form, what does user mean? A: A user is a person who is authorized at your company to view or enter member data in EmployerAccess. There can be more than one user in the company. Q: On the registration form, what does site administrator mean? A: The site administrator is the person in your company who manages the EmployerAccess account. He or she also manages access for other users in your company. Q: I m the site administrator and want to make changes to my company s EmployerAccess users information. How can I do this? A: To add a new user, select the Admin tab. Then, you ll be able to add other group administrators, delete a user, reset passwords and give your broker access to your group s account. Q: What services can companies get through EmployerAccess? A: Among the many services available, employers can: Enroll members. Add dependents. Add, change or cancel coverage. Re-enroll or reinstate coverage. Change member personal information. View a summary of benefits. Request Evidence of Insurance (also called a Certificate of Coverage). Request ID cards. View ID cards. Print temporary ID cards. View your employee roster. View eligibility. View your company s billing information. Pay invoices online. View reports. View and process work pending. Change a primary care physician (PCP). Access your Small Group Renewal packet electronically. Employers who offer life and disability products may also: File life and disability claims online. Calculate imputed income (the amount of taxable income on coverage). Access conversion and portability tools. Q: Can I make changes to my employees benefit information during our open enrollment period? A: Yes, open enrollment changes can be made via EmployerAccess 30 days prior to and 30 days after the renewal date. However, retroactive maintenance changes, such as a new hire effective prior to the renewal date will have to be submitted by paper application to Enrollment & Billing. Q: What do I do if I m having issues or need my password reset? A: Call the ebusiness help desk at Choose option 3 for employer and 9 for all others. Q: What is the difference between the pending activity report and the activity report? A: The activity report shows transactions that have been successfully submitted to us. The pending activity report has activity that has been saved but not submitted. A system error may cause a transaction to be saved in pending activity. 2

3 Q: What s the difference between re-enroll and reinstate? Q: When are ID cards automatically generated? A: Re-enroll is when a member comes back to the same group after a break in coverage. Reinstate is when a member comes back to the same group without a break in coverage. Reinstating a member will give the member and his or her dependents the same coverage. A: If you re updating your member information, an ID card is automatically generated when you: Q: What do I do if I find the same employee under two member ID numbers? Add a subscriber or dependent. Add coverage. Re-enroll. Change a name. Change coverage. A: Call Enrollment & Billing at the toll-free number on your billing statement to void the incorrect policy. Q: Can I view a temporary ID card? Q: How long do I have to submit a termination for an employee? A: Yes, if you need to access an ID card before it has reached a member, you can view, download and print a temporary one. A: You have <60> days. 60 days. Q: How long does it take for the member updates to get to the prescription drug vendor? Q: If I remove a dependent and it changes the coverage type on the contract, do I need to do another transaction to change the coverage type? A: It takes two days. Transactions are processed in real time and will be loaded into the system right away. An eligibility file is sent to the prescription drug vendor that evening. A: No, EmployerAccess will update the coverage type. Q: What hours can I use EmployerAccess and Online Group Billing? A: Our site is available 24 hours a day, 7 days a week. 3

4 Q: Whom can I contact with questions on how to process a transaction through EmployerAccess? A: Call Enrollment & Billing at the toll-free number on your billing statement or you can <employeraccesssupport@anthem.com>. employeraccesssupport@anthem.com. Q: If I sign up for Online Group Billing, can I still pay my bill in other ways? A: Yes, contact Enrollment & Billing for other payment options. We hope these questions and answers are helpful. If you need more information, please call your broker or Blue Cross and Blue Shield of Georgia (BCBSGa) representative. Thank you for the opportunity to provide quality health benefits to you and your team. Q: How will I know that the changes I made in EmployerAccess were accepted? A: After submission, you can view the eligibility changes right away. Also, changes made in EmployerAccess will appear on a future billing statement. Q: Can I make monthly payments (premiums) on future invoices? A: No, you can make payments only on invoices that show up on the Open Invoices page. Q: Can I pay part of my bill online and pay the balance some other way? A: Yes, you can make partial payments using Online Group Billing. However, until 100% of the payment is received, claims payments may be affected. Q: When can I use the Pay Online Now feature? A: As long as there s an open invoice, you can use the Pay Online Now feature. Q: How long does it take for an online payment to show up on my account? A: It may take up to three business days for your group policy to be updated when you make a payment online. Q: Can I cancel my Pay Online Now payment? A: Yes, you have two hours to cancel a Pay Online Now payment. After that, we will process the payment and it can t be canceled. <Q: Can I I order ID ID cards for for life and disability benefits? i A: No, you can t order ID cards for life and disability products.> <Q: Can I I terminate life and disability coverage for for a a member using EmployerAccess when the coverage is administered by Greater Anthem Georgia Life Insurance Life Insurance Company? Company? A: No. You need to access Greater Anthem Georgia Life Insurance Life Insurance Employer Self-Service on bcbsga.com. anthem.com. To get access to to Greater Anthem Georgia Life Employer Life Employer Self-Service, Self-Service, us at us at CompassiCustomerSupport@anthem.com or call Greater Anthem Life Georgia Online Life Administrators Online Administrators > at

5 Here is a chart of EmployerAccess error messages and the reasons why you may be getting these messages. Transaction Error message Reason/possible solution Your enrollment request cannot be processed on-line at this time. The Initial/ Special Enrollment Period has expired. Please refer to your Group Administrator Manual for Enrollment Guidelines. If you need further assistance, please call our Customer Service department at <(xxx) xxx-xxxx>. Thank you. Add new subscriber/ re-enrollment Please select at least one product to Continue. Basic Life product must be selected. Basic Life product must be selected. Basic Life product must be selected. The provider ID (<Provider ID>) entered is not valid. Please validate the ID and The subscriber phone number is required for enrollments in HSA products. Your enrollment request cannot be processed on-line at this time. The Initial/ Special Enrollment Period has expired. Please refer to your Group Administrator Manual for Enrollment Guidelines. If you need further assistance, please call our Customer Service department at <(xxx) xxx-xxxx>. Thank you. Failed retro rule 0,30,60,90 You ve missed the initial/special enrollment period. This means the signature date is more than 120 days over the effective date. You can go to the Group Administrator Manual for help or call Customer Service. Select coverage product then choose Continue. You'll get this message when you choose a short-term disability product and not Basic Life. Choose Basic Life. This happens when you choose the Supplemental Life product and not Basic Life. Choose Basic Life. Choose Basic Life, not just the Dependent Life product. This message pops up when you choose the health savings account medical product. You need to also enter a valid phone number. Add dependent Only one active dependent can have relation as spouse. The event date must match the birth date of at least one of the dependents being added. This application cannot be submitted online. Please mail in the application with the Affidavit of Domestic Partnership. CA SG only (with gender different than subscriber). The dependent (<First Name>) is overage and not eligible for coverage. The system can either re-enroll canceled dependent(s) or add new dependent(s). Dependent s effective date cannot be before the subscriber s effective date. The provider ID (<Provider ID>) entered is not valid. Please validate the ID and 5 If you ve added a spouse of the same sex as a subscriber, you ll need to check your Group Administrator Manual for help. You can also call Customer Service. Add just one spouse or domestic partner. If you ve just had a baby, make sure the newborn event date matches up with the birth date of at least one of your dependents. If you ve selected the domestic partner relationship, you ll have to mail in the application with the Affidavit of Domestic Partnership. CA SG only (with gender different than subscriber). Make sure the child or student you ve added is under the maximum dependent age. Choose either to re-enroll canceled dependent(s) or add new dependent(s). You can t do both. The dependent s effective date needs to fall before your effective date.

6 Add coverage Change active coverage Cancel coverage Search member This transaction can only be done during the retro guidelines. Failed retro rule 0,30,60,90 There are no dependents with active coverage. If you don t have any dependents, you won t be able to add dependent-level coverage. There are no products available to add. There s no coverage available to assign to dependents. The provider ID (<Provider ID>) entered is not valid. Please validate the ID and This message pops up when you choose the health savings HSA requires a phone number. Please choose Edit Personal Information to add a phone number prior to processing this Add Coverage transaction. account medical product. You need to also enter a valid phone number. Edit your personal information and add your phone number. Change Coverage is only available during Open Enrollment. If you ve tried to make a change to a non-federal COBRA group, you ll get this message. Change coverage is not available online for this employer group. Please mail or fax the Group Change Form to the UniCare membership department. You won t be able to make a change online. Please mail or fax the Group Change Form to the UniCare membership department. The provider ID (<Provider ID>) entered is not valid. Please validate the ID and Please select at least one coverage to cancel. You haven t selected a product to cancel. Choose at least one. Please select a Declination Reason. Choose one reason for declining. Please check that you have read and understood the contents of this page. Confirm you ve read the legal disclaimer. Valid reasons for dependent cancellation are Subscriber Request, Cancel dependent with cancellation reason of termination Death or Divorce. of employment, COBRA participant request or employee changing to part-time. This request requires special handling and cannot be processed online. Cancellation date is less than effective date. This ID is currently in Work Pending. Do you wish to Resume or Delete? Choose Resume or Delete to continue with your search. Information on ID Number <XXX-XXX-XXXX> cannot be changed at this time. It is currently being worked on by someone else. ID exists as Work in Progress but doesn t belong to you. This change cannot be processed online. If you need further assistance please contact our Customer Service Department at <XXX-XXX-XXXX>. Change member information This change cannot be processed online. Please mail in the request with the Affidavit of Domestic Partnership. Only one spouse/domestic partner is eligible. This change cannot be processed online. If you need further assistance please contact our Customer Service Department at <XXX-XXX-XXXX>. 6 If you ve changed the existing member relationship to spouse and the gender is the same as you, then you can call Customer Service for help. Applies to all states, except Georgia. If you ve selected the domestic partner relationship, you ll have to mail in the application with the Affidavit of Domestic Partnership. If you ve changed your current dependent relationship to spouse and there is already an active or future active spouse, you ll need to choose either a spouse OR domestic partner. If you ve changed the existing member relationship to spouse and the gender is the same as you, then you can call Customer Service for help. Applies to all states, except Georgia.

7 Change PCP Reinstate The Provider ID (<Provider ID>) entered is not valid. Please validate the ID and The requested <PCP ID><PMG/IPA><Network ID> code for member <member name> is the same as the current PCP/PMG code. Life must be selected. Life must be selected. The cancel date for one or more members is beyond the period for reinstatement. Reinstatement of overage child is not allowed. Reinstatement is not allowed because one or more of the members is beyond the period for reinstatement or is an overage child. Your enrollment request cannot be processed on-line at this time. The Initial/ Special Enrollment Period has expired. Please refer to your Group Administrator Manual for Enrollment Guidelines. If you need further assistance, please call our Customer Service department at <(xxx) xxx-xxxx>. Thank you. Make sure you enter a new doctor s name before you choose Submit. You ve selected Supplemental Life but not Life when both products are canceled with the same cancellation date. Choose Life coverage. You ve selected short-term disability but not Life when both products are canceled with the same cancellation date. Choose Life coverage. Check the cancellation date to make sure it isn t outside the retro period. The dependent is over the maximum dependent age so isn t eligible for reinstatement. You may not be able to reinstate your dependents because they have canceled coverage outside the period of reinstatement or may be over the maximum dependent age. Add new subscriber / Re-enrollment The dependent (insert dependent first name) is not eligible for coverage. Please delete the dependent to continue. This application cannot be submitted online. Please mail in the application with the Affidavit of Domestic Partnership. If you ve added a spouse of the same sex as a subscriber, you ll need to check your Group Administrator Manual for help. You can also call Customer Service. You ve enrolled a dependent who isn t disabled or he or she is over the maximum dependent age. You need to delete the dependent to continue. If you ve changed the existing member relationship to spouse and the gender is the same as you, then you can call Customer Service for help. Applies to CA SG only. Only one spouse/domestic partner is eligible for enrollment. Make sure you choose just one spouse. (First Name) has a future birth date. Please enter a valid birth date. Check to make sure you ve added correct birth date. A future date has been selected. Add dependent This transaction can only be done during the retro guidelines. Failed retro rule (based on group level retro value). Add coverage All members are currently active in all products. You re already enrolled in all available coverage so there s no coverage available to assign. Dependent level coverage cannot be added without the subscriber enrolled in You need to enroll before you can choose coverage for Medical, Dental, Vision, EAP and/or Life (if offered) Coverage. dependent(s). Change active coverage There are no products available for change. You re enrolled in the only available product. No Products Selected. Choose new coverage. Cancel coverage The cancellation effective date does not fall within retro guidelines. You won t be able to cancel coverage if the effective date doesn t meet retro guidelines. Request ID cards We are unable to process your request at this time. Please try again later. When you choose the View/Print ID Card button, you may see this error. You can try it again later. Search for a member Member ID <XXXXXXXXX> not found. Check the Member ID to make sure it s correct. Coverage may be with another group. 7

8 Blue Cross and Blue Shield of Georgia, Inc. and Blue Cross Blue Shield Healthcare Plan of Georgia, Inc. are independent licensees of the Blue Cross and Blue Shield Association. The Blue Cross and Blue Shield names and symbols are registered marks of the Blue Cross and Blue Shield Association.