CSR - Data & Funding Post Assessment

When the information is not available in the SSC or incorrect in the SSC, it is sent to the Data Team. They are responsible for working directly with the Client to resolve the issue.

The correct answer is Funding Team. The Funding Team is responsible for working with files and information sent or received by the External Funding Departments. They handle the financial aspects of external funding and ensure that all necessary documentation and information is properly managed and processed.

The correct answer is 5 Business days. This means that it takes 5 business days for the Funding Departments to receive and load files that are sent to them.

To create a good customer experience, it is important to set proper expectations and provide correct information. By setting proper expectations, customers will have a clear understanding of what to expect, avoiding any potential disappointment or confusion. Providing correct information ensures that customers are well-informed and can make informed decisions. This builds trust and credibility with the customers, enhancing their overall experience.

The Claims History tab under the Funding Amounts tab provides a summary of all the claims made during a specific time period. This tab allows users to view and track the history of claims, including information such as the date of the claim, the amount claimed, and the status of the claim. It helps in monitoring and analyzing the claims made, providing a comprehensive overview of the claim activity for the specified time period.

The correct answer is "Must Notify Extend Health." This means that the customer is required to inform Extend Health about their current coverage before the deadline in order to access their Health Reimbursement Arrangement (HRA) funds. It does not state that the customer needs to enroll through Extend Health, only that they need to notify them.

The Transaction Date under the Contributions transaction heading on the Funding Amounts tab reflects when Extend Health sent the file to the funding department. This means that the date indicates the time at which the file containing the contributions transactions was sent by Extend Health to the funding department.

The Funding Guides tab provides information on various topics related to funding. This includes the Allocations Schedule, which outlines the schedule of allocations for funding. Account Settings can also be found under this tab, allowing users to manage their account preferences and settings. Qualification requirements are listed to provide users with the necessary criteria for eligibility for funding. Additionally, the tab includes information on reimbursable expenses, detailing what expenses can be reimbursed through the funding program.

The customer complains about not receiving their funding, so the CSR should check if the customer is showing qualified, if they have met the client eligibility requirements by the specified deadline, if their funding has been retracted, and if EH has received their information from the client. These checks are necessary to identify any potential issues or reasons for the funding delay.

CSRs should always use the Client Guide on EVERY call because there may be important information regarding the Funding Department that is not included in the SSC (System Support Center). This suggests that the Client Guide contains additional information that is necessary for CSRs to effectively assist clients. Therefore, it is important for CSRs to refer to the Client Guide on every call to ensure they have access to all the relevant information.