Chrysler Benefit Express Benefit Center & YSA An Integrated Partnership

Transcription

1 Chrysler Benefit Express Benefit Center & YSA An Integrated Partnership

2 Agenda Benefit Center Overview Your Spending Account Overview Your Benefits Resources Demo Preview of UPoint Proprietary & Confidential (Optional) Date (Optional) 1

3 Benefit Center and Your Spending Account (YSA) Working Together Your HRA/RHCA claim submissions are administered by Your Spending Account (YSA) which is managed by Benefit Express Benefit Center maintains the actual eligibility and enrollment information o This information is sent to YSA to fund the HRA which allows for claims processing Proprietary & Confidential (Optional) Date (Optional) 2

4 Benefit Center Enhancing the Customer Experience

5 Distinctive Customer Experience "The right people, trained and managed the right way, using the right tools to make it easy for our customers." The right people, trained and managed the right way, using the right tools to make it easy for our customers. Proprietary & Confidential (Optional) Date (Optional) 4

6 The Customer Experience Picture Push Print Outbound Automated Voice Web Mobile Self-Service Assisted Phone Automated Voice

7 Our Customer Service Vision: Make It Easy Customer Help me choose by keeping things simple Understand my needs and anticipate future issues Listen to my feedback to make improvements Representative Arm with information to guide customer interactions Remove constraints and barriers to delivery Look through the lens of the customer -- focus on ease, not delight Proprietary & Confidential (Optional) Date (Optional) 6

8 Benefit Center Overview Drive better outcomes an integrated, simplified experience for customers to choose benefits and manage their health and retirement. Customer Team Healthcare & Pension Specialists 8 a.m. 4 p.m. Eastern Standard Time Technology Desktop Portal Case management Imaging Customer content Web chat Voice Response System Identification and authentication Routing to third parties and within Aon Hewitt Specialized messaging Additional Support Customer satisfaction survey Translation line Relay service Customer Support Login and password help Site navigational support Warm transfers, escalated issues assisted Plan information Retirement modeling New hire and annual enrollment elections Qualified status changes Life events Direct deposit inquiries Proprietary & Confidential (Optional) Date (Optional) 7

9 Benefit Center Is Structured to Efficiently Serve Customers Generalist Health benefits Pension Access Direct Specialist Retirement Life Benefits Proprietary & Confidential (Optional) Date (Optional) 8

10 Chrysler Benefit Center s Specialist Model Are My Benefits Accurate? Customer Service Representative Can I Make Any Changes To My Pension? Pension Specialist What Do I Do Now? Life Benefit Specialist Proprietary & Confidential (Optional) Date (Optional) 9

11 Timely Resolution of Customer Inquiries Escalation Research Client Escalation & Appeals First Call Resolution Our goal is always first call resolution but there are situations that are more complex and require further research and follow-up. Proprietary & Confidential (Optional) Date (Optional) 10

12 Evaluating The Customer Experience Personal Service Relationship building Helpful attitude Listening carefully Empathy Confidence Building Taking ownership Outlining process Checking understanding Timely Resolution Efficiency Hold times First call resolution Call back timing Knowledge Probing Utilizing tools and resources Accurate information Transaction processing Expectation setting Proprietary & Confidential (Optional) Date (Optional) 11

13 Benefit Express Benefit Center & YSA Always a Resource Log on to the Your Benefits Resources Website at with your user name and password or call Benefit Center representatives are available from 8 a.m. to 4 p.m., Eastern Time, Monday through Friday o HRA Funding Questions o Update your home or personal address o Direct Deposit Banking Information- must be updated through the automated system o RHCA Beneficiary information Proprietary & Confidential (Optional) Date (Optional) 12

14 Benefit Express Benefit Center & YSA Always a Resource (Con t) When you call and hear the Option for Your Spending Account, you will be transferred to YSA o YSA representatives are available from 8 a.m. to 8 p.m., Eastern Time, Monday through Friday When you call , and hear the Option for Enroll with Aon Hewitt Navigators, you will be transferred to AH Navigators. Proprietary & Confidential (Optional) Date (Optional) 13

15 Your Spending Account

16 Top 5 HRA Questions 1.What is an eligible expense? 2.How do I file a claim? 3.How do I update my information? 4.How do I sign up for auto-reimbursement and/or direct deposit? 5.What is my available balance, including why does my RHCA balance show less than what is in my account? Proprietary & Confidential (Optional) Date (Optional) 15

17 Chrysler Retiree Accounts with YSA HRA and RHCA Eligible Expenses Premiums for Medicare Parts B and D, Medicare Advantage plans and Medigap plans Premiums for other health care coverage such as Dental, Vision, Hearing and Prescriptions Deductibles, coinsurance, copayments, and supplies Note: Expenses incurred solely for cosmetic reasons such as liposuction, hair transplants, and face lifts are not covered. Proprietary & Confidential (Optional) Date (Optional) 16

18 HRA and RHCA Prescription Drugs/OTCs RHCA HRA Rx Yes Yes* OTC meds Yes with doctor s prescription Yes*, with doctor s prescription OTC supplies Yes Yes * Proprietary & Confidential (Optional) Date (Optional) 17

19 Electronic Claim Submission- How do I submit a claim? Must submit a claim form with proper documentation Sign on to YSA via Your Benefits Resource (YBR) Click on the HRA/RHCA tab Click on Create HRA/RHCA Claim from drop-down menu OR Click the Blue button on the right side of the page Select Upload method to send your documentation Complete the online information Enter Expenses Upload copies of your receipts or proof of expense (keep the originals) Note: Upload does not have to be printed and signed Proprietary & Confidential (Optional) Date (Optional) 18

20 Fax or Mail Claim Submission- How do I submit a claim? Must submit a claim form with proper documentation Claim forms are available online or by calling YSA. For Online Claim Forms: Sign on to YSA via YBR Click on the HRA/RHCA tab Click on Create HRA/RHCA Claim from drop-down menu OR Click the Blue Button on the right side of the page Select Fax or Mail method to send your documentation Create a cover sheet on this site Print and sign the cover sheet Send signed cover sheet and documents to YSA via - Fax or (outside US) - Mail - P.O. Box , Orlando, FL Proprietary & Confidential (Optional) Date (Optional) 19

21 Your Spending Account Home Page Top of Page Proprietary & Confidential (Optional) Date (Optional) 20

22 YSA Home Page Bottom of Page The RHCA will always show zero since we do not store balances on this plan All balances are held with Merrill Lynch Proprietary & Confidential (Optional) Date (Optional) 21

23 Submit a Claim Proprietary & Confidential (Optional) Date (Optional) 22

24 Submitting a claim Select method of submission, upload, fax or mail Select the plan you want the funds to come from Proprietary & Confidential (Optional) Date (Optional) 23

25 Direct Deposit

26 Contact Us

27 Secure Messaging Mailbox

28 Mobile Phone Text Message Alerts HRA Only Manage Text Messages Mobile Number Choose Text Messages Note: Standard text message charges may apply.

29 Top 5 Claim Mistakes 1. Missing Claim supporting documentation 2. Claim submitted outside of coverage period or after funds exhausted i.e. sufficient funds not transferred into proper account at Merrill Lynch for RHCA claims or claims submitted for the prior year when all balances from prior years are already exhausted 3. Documentation missing patient name, date, amount, or description 4. Claim form not signed or dated 5. Ineligible expense Proprietary & Confidential (Optional) Date (Optional) 28

30 New Items to the YSA Home page - For HRA Participants Only (found on the right side of the YSA Home page) Neither items is available for RHCA since we do not store balances for the RHCA plan Proprietary & Confidential (Optional) Date (Optional) 29

31 Invalid vs Valid Receipts

32 RHCA Funds RHCA Funds housed at Merrill Lynch (ML) YSA requests RHCA funds from ML to cover claim payments Be sure there are sufficient funds in your Institutional Money Market Fund to pay the claim. If there is not enough money in the Institutional Money Market Fund, the needed amount will be pulled from all of your mutual fund holdings on a prorated basis from Merrill Lynch. To choose specific mutual funds to be used for claims, you may liquidate those funds and move them to the Institutional Money Market Fund (must be done at the same time as when you submit the claim.) If you see a claim denial notice due to not enough funds available, it may be that the funds are not in the Institutional Money Market Fund. Contact ML to move sufficient monies into the IMMF. Note: This could take several days to process.

33 RHCA at Merrill Lynch Institutional Money Market II Fund

34 RHCA at Merrill Lynch Merrill Lynch website Benefits OnLine Phone call Merrill Lynch, Participant Service Center (800) (SAVE) Proprietary & Confidential (Optional) Date (Optional) 33

35 How HRA (YSA) differs from HSA (Bancorp)

36 Health Savings Account (HSA) Health Savings Accounts are similar to a 401(k) retirement account for medical expenses. You can only have an HSA if you enroll in a highdeductible medical plan. Funds may used to pay deductibles, coinsurance, and certain other eligible healthcare expenses. You own the account. You can deposit money directly into the account (up to the IRS annual limit); Pension deduction not available. Money put into the account that s already been taxed is tax deductible. Money in the account can roll over from year to year. Has investment opportunities

37 Healthcare Retirement Account (HRA) A Healthcare Retirement Account is established by Chrysler specifically for retirees, spouses/domestic partners and surviving spouses. Funds can be used to pay for medical insurance premiums (including Medicare Parts B and D, Medicare Advantage plans, Medigap policies, and other health care coverage such as dental, vision, and hearing) deductibles, coinsurances and copayments, OTC medications (with a valid RX) and supplies The fund is owned by your employer. Your employer (in compliance with IRS guidelines) decides which expenses are covered by the HRA. You don t have to pay taxes on money you get from an HRA used for qualified medical expenses. Leftover money in your HRA can roll over to the next year. Expenses must be incurred in current plan year to be eligible for reimbursement from the current year s funds. No investment opportunities

38 How HRA differs from HSA HRA HSA Funded by Chrysler* Chrysler** and Retiree Claims processing YSA Interest No Yes Invest Funds No Yes Portable No Yes Bancorp *Currently HRA funded by Chrysler up to $1,975 for Retirees and $1,750 for Spouses **Currently Chrysler contributes $500 single and $1,000 family coverage

39 Your Benefits Resources Demo

40 Questions