Employer Resource Center Training Guide Version 3 July, 2013 Page 1 07/2013
Overview Purpose The purpose of this Training Guide is to provide you with some basic information how to use the Blue Cross and Blue Shield of Vermont Employer Resource Center. The online tool has been designed in a way that we hope you find it easy to use, but if you have questions, this document may provide the answers you need to get you started. URL https://employerresource.bcbsvt.com/default.aspx Contents This Employer Resource Center Training Guide contains the following information: Topic See Page The Employer Resource Center 3 Registering with the Employer Resource Center 4-7 Viewing My Account Information 8-9 Submitting Transactions Enrolling a Dependent for an Employee 11-13 Enrolling a New Hire 14-15 Submitting Demographic Changes 16-18 Ordering ID Cards / Printing a Temporary Proof of 19-20 Coverage Canceling Coverage 21-24 Viewing Transactions Performed Online 25-26 Canceling or Changing Transactions Submitted in 27 Error Creating or Viewing Reports 28-29 Adding Users to My Account 30-39 Recovering and Resetting My Password 40 Troubleshooting 42-43 What if I have questions? If you have questions about the information you see on the website or how to use the Employer Resource Center, please contact our Sales and Retention Department during normal business hours for assistance. Call toll-free (800) 255-4550 Monday through Friday from 8:00 a.m. to 4:30 p.m. Page 2 07/2013
The Employer Resource Center Features of the Employer Resource Center The Blue Cross and Blue Shield of Vermont Employer Resource Center includes two features called: My Profile My Accounts My Profile My Profile is a section of the website that allows you to view and maintain information about your login as well as the ability for you to add other employees (Assistants) to access the information in the Employer Resource Center. My Accounts My Accounts offers you the ability to view your group and account information, employee and dependent demographics, billing status and the ability to perform online changes. Online Transactions is a function also available from My Accounts that allows you to easily service your employees without having to take the time to mail or fax paperwork to us. The following transactions are available from the site: New enrollments to existing accounts (new hire, rehire or dependent) Enroll Dependents Cancellation of Coverage Demographic Changes (address, phone, name etc) Order ID Cards for employees Print temporary proof of coverage for employees View Invoices and more The Employer Resource Center The Employer Resource Center has been created and verified to ensure that your Employer Group information is accurate and that you are able to perform transactions for your company via this website. Please be sure to provide us with any feedback to help us improve the Employer Resource Center so that is becomes a trusted and essential website for conducting business with Blue Cross and Blue Shield of Vermont. Page 3 07/2013
Registering with the Employer Resource Center Before you begin Before you can begin using the Employer Resource Center, you must have web access and open your Internet Browser. Use the following URL to access the BCBSVT Employer site: http://www.bcbsvt.com/employer/ How to register Follow the steps below to get started using the Employer Resource Center. 1. Go to www.bcbsvt.com and click Log in >Employer as shown below: 2. Click Register under Quick Links as shown below: Continued on next page Page 4 07/2013
Registering with the Employer Resource Center, Continued How to register (continued) 3. Enter requested information into the registration form and click Submit. Result: The Notice of Rights and Privacy Practices page displays. You must enter your signature exactly as it is displayed on the page in the signature box. Continued on next page Page 5 07/2013
Registering with the Employer Resource Center, Continued How to register (continued) 4. Once your request has been reviewed by BCBSVT, you will receive a secure email with a website link and RSVP code sent to the email address with which you registered. Click on the website link in this email. Note: If the text of the website link is wrapped and displays on 2 lines like shown below, you must copy the entire link (highlighted in yellow) in order to access the Registration RSVP page. https://wptest2.bcbsvt.com/dnn_ewp_acc/userregistration/38a59803-79b7-4070- 5. When the Registration RSVP page opens, enter the RSVP code sent to you in the Confirmation email and click on Continue. Page 6 07/2013
Registering with the Employer Resource Center, Continued How to register (continued) 6. Enter the user name and password created at time of registration Page 7 07/2013
Viewing My Accounts Information How to view My Accounts After logging into the Employer Resource Center, follow the steps in the table below to view My Accounts information. 1. Click on the My Accounts link to access your account information. Page 8 07/2013
2. Use the Quick Search page to search for a specific employee, accounts or just view all of your account and group information. Continued on next page Page 9 07/2013
Viewing My Accounts Information, Continued How to view My Accounts (continued) 3. Select the Group Number or Member Number to obtain additional information about effective dates, products, demographic information and more. Page 10 07/2013
Enrolling a Dependent for an Employee Policy The Employer Resource Center allows you to enter information to enroll a dependent online without having to mail or fax the paper form to Blue Cross and Blue Shield of Vermont. Note: You must keep a copy of the paper form with the employee signature for your records. How to enroll an employee s dependent Once you have logged onto the Employer Resource Center and selected My Accounts, follow the steps in the table below to enroll a dependent of an employee. 1. Select the Quick Search tab to find the Subscriber. Result: The Search Results Page displays. Continued on next page Page 11 07/2013
Enrolling a Dependent for an Employee, Continued How to enroll an employee s dependent (continued) 2. Select the Enroll Dependent transaction from the drop-down listing under the Subscriber. 3. Complete the four-step process to enroll the dependent. The Subscriber information is pre-populated for your convenience. Continued on next page Page 12 07/2013
Enrolling a Dependent for an Employee, Continued How to enroll an employee s dependent (continued) 4. The Employer Resource Center guides you through the process to complete the Enroll Dependent transaction. The following sections may require verification in order to complete the enrollment: 1 Subscriber Verify the accuracy of the Subscriber Information 2 Member Information Enter the Dependent information of the new enrollment 3 Other Coverage Required only if the Dependent has Other Coverage Result: Upon completion of the four enrollment steps, you receive a confirmation page verifying the acceptance of the enrollment transaction. Page 13 07/2013
Enrolling a New Hire Policy New enrollments may be accepted via My Accounts for new hires and rehires on existing accounts. Please refer to your Employer Group s probationary period eligibility rules for waiting periods and dates of hire in order to determine the effective date. How to enroll a new hire or rehire The website guides you through the enrollment process in a similar manner to the Enrolling Dependent topic. For a New Hire or a Rehire that has been cancelled for more than 18 months, follow the steps below. 1. Click on the Add New Enrollment tab from any page after the Quick Search page. The Add Enrollment Instructions page displays. Please review for any restrictions to your enrollment and select Continue to enter your new enrollment. Continued on next page Page 14 07/2013
Enrolling a New Hire, Continued How to enroll a new hire or rehire (continued) 2. Follow the steps to complete your new enrollment application. Prior to receiving a confirmation page, you will be asked to complete the following steps: 1 Subscriber Enter the Subscriber Information Information 2 Member Information Enter Dependents and additional information for the Subscriber. 3 Other Coverage Required only if the Member has Other Coverage 3. Are you processing a Rehire? If yes and that individual s coverage was cancelled within the last 18 months, you may search for the Subscriber from the Quick Search screen and choose Enroll Rehire from the drop-down listing. 4. The Subscriber information will be pre-populated for your convenience. Follow the same steps as outlined above for enrolling a New Hire. Page 15 07/2013
Submitting Demographic Changes Policy Demographic Changes are made effective on the date they are processed by Blue Cross and Blue Shield of Vermont. Types of Demographic Changes The following demographic changes are offered via the Employer Resource Center: Name changes Address changes for the Subscriber Phone number changes for the Subscriber Date of Birth Gender corrections 1. Once you have logged onto the Employer Resource Center and selected My Accounts, use the Quick Search page to search for the Subscriber or Member for whom you want to submit a demographic change. Result: The Search Results page displays. Select the Change Demographics transaction for the appropriate Member. Note that address changes made to the Subscriber are applicable to all dependents on the contract. Continued on next page Page 16 07/2013
Submitting Demographic Changes, Continued Types of Demographic Changes (continued) 2. Complete the new information that is changing for the Member on the right side of the form and select a reason for the demographic change. When verified, select Approve to confirm the transaction. Page 17 07/2013
3. Confirm the transaction. If the transaction was submitted in error, see the section on Canceling or Changing a Transaction in the Training Guide. Page 18 07/2013
Ordering ID Cards / Printing a Temporary Proof of Coverage Policy ID Cards ordered from the Employer Resource Center will be mailed to the Subscriber address on file within five to seven business days. How to order ID Cards The website guides you through the process to order ID cards or print a temporary proof of coverage directly from the website. After logging in to the Employer Resource Center and selecting My Accounts follow the steps below. 1. Use the Quick Search page to search for the Subscriber or Member for whom you want to order an ID Card or print a Temporary Proof of Coverage. Continued on next page Page 19 07/2013
Ordering ID Cards / Printing a Temporary Proof of Coverage, Continued How to order ID Cards (continued) 2. The Order/Print ID Cards page will display. Check the Order box for each Member who needs an ID Card. Check the Print box if you wish to print a Temporary Proof of Coverage document. That document will be created as a PDF attachment for local printing. 3 The new ID Card(s) will be mailed to the Subscriber s address within 5-7 business days. Page 20 07/2013
Canceling Coverage Policy Your Group cancellation policy is built into the Employer Resource Center to ensure that cancellations are processed appropriately. If you are requesting a special cancellation date, please contact Account Services. Cancellation of Coverage can be requested for individual dependents or the entire contract can be cancelled. If the Subscriber/Employee coverage is cancelled, the entire policy will be cancelled. It is the Employer s responsibility to keep a signed copy of the enrollment form on file verifying the Employee s knowledge of the cancellation of coverage. Continued on next page Page 21 07/2013
Canceling Coverage, Continued How to cancel coverage The website guides you through the process to Cancel Coverage for a Member or entire Subscriber policy. After logging into the Employer Resource Center and accessing My Accounts follow the steps below. 1. Use the Quick Search page to search for the Subscriber or Member for which you want to Cancel Coverage. Result: Continued on next page Page 22 07/2013
Canceling Coverage, Continued How to cancel coverage (continued) 2. To Cancel a Subscriber and all Enrolled Dependents: Use the Check Boxes provided in the Cancel Coverage screen to verify that you are canceling coverage for a subscriber and therefore each enrolled dependent. Select a reason and the date of the event, and then select Calculate Effective Date. Using your Group s cancellation policy, the actual cancellation date will calculate. Once approved, select the Approve button. Continued on next page Page 23 07/2013
Canceling Coverage, Continued How to cancel coverage (continued) 3. To Cancel a Single Member: Using the Check Boxes provided in the Cancel Coverage screen, verify that the appropriate Member(s) are checked for cancellation. Select a reason and the date of the event, and then select Calculate Effective Date. Using your Group s cancellation policy, the actual cancellation date will calculate. Once approved, select the Approve button. 4. The Cancel Coverage Confirmation page displays. The cancellation has been submitted. Remember, you are required to retain a signed copy of the cancellation enrollment form for your records. Page 24 07/2013
Viewing Transactions Performed Online Description The Employer Resource Center includes a Transaction Log that provides you with a historical record of all the transactions submitted by the Administrator and any Assistant Users. The Transaction Log The Transaction Log allows you to view a summary and status of the transactions performed online. Please note that online transactions may take a minimum of 1 business day to be updated on the website. Page 25 07/2013
Viewing Transactions Performed Online, Continued How to access the Transaction Log After logging into the Employer Resource Center and selecting My Accounts, follow the steps in the table below to View Transactions performed online. 1. Select the Transaction Log tab from any screen after the Quick Search page. Result: The Transaction Log page displays. Page 26 07/2013
Canceling or Changing a Transaction Policy Transactions are stored on the Employer Resource Center until the end of each business day. You may edit or delete a transaction prior to the close of business while the transaction status is In Process or Pending. You cannot edit or delete a transaction once it has been Submitted. How to edit or cancel a transaction After logging into the Employer Resource Center and selecting My Accounts, follow the steps in the table below to Edit or Cancel a transaction 1. Select the Transaction Log tab from any screen after the Quick Search page. Result: The Transaction Log Page displays. 2. Select the Edit or Cancel link to change or delete the transaction. Requirement: When you change information on a transaction, you must continue all of the way through the process to receive a new confirmation page in order for the transaction to be accepted. Page 27 07/2013
Creating or Viewing Reports Policy Employers will be able to view reports uploaded by Account Managers, or other approved users. In addition, all Employers will be able to view membership reports created from the My Accounts data. How to create a multi-group census After logging into the Employer Resource Center and selecting My Accounts, select the Reports tab. Page 28 07/2013
1. Select the Reports tab from any screen after the Quick Search page. Result: The Multi-Group Census page displays. Click on the Download Census button to create a census containing all members from all your groups. You may choose to create a census for all groups to which you have access or you may choose specific groups from your group list. 2. Select the Download Census button to generate the multi-group census. Continued on next page Page 29 07/2013
Creating or Viewing Reports, Continued How to download a report After logging into the Employer Resource Center and selecting My Accounts, click on the Reports tab and then select the Hosted Files tab. 1. Select the Reports tab from any screen after the Quick Search page. Result: The Multi-Group Census page displays. Select the Hosted Files tab. You may open any report that has been posted to your Hosted Files folders by clicking on the Open button next to the file. Page 30 07/2013
Adding Users to My Accounts Description You may authorize access for additional employees who can perform daily job functions through the Employer Resource Center. Assistant Users can be set up to view the same information and/or perform the same transactions as the Administrator. These authorizations are established within your Profile. Policy Recommendation Blue Cross and Blue Shield of Vermont recommends that you provide assistant access only to those in your company who have permission to view personal information of your employees. The access should be limited to submission of enrollments and edits. Blue Cross and Blue Shield of Vermont strongly recommends that unique Usernames and Passwords be created for Assistant Users granted access to the Employer Resource Center. It is your responsibility to monitor Assistant User access to the Employer Resource Center and to disable access if a user terminates employment or changes roles within your company. The Employer Resource Center allows your company to have up to six active Assistants Access Levels Allow Read means that Assistant Users will only have access to view the My Accounts Information Allow Update means that Assistant Users will have the ability to perform online transactions (enrollments, changes, cancellations) View Billing means that Assistant Users will have the ability to view the bills for the selected accounts (rolls up to the Bill To Account). View Reporting means that Assistant Users will have the ability to view any reports upload for a designated group or account. Definition: Filters Filter All Fields allows the user to search all fields in the table for the value entered in the text box. No Filter allows the user to ignore any value that might be in the text box and return all the accounts. Continued on next page Page 31 07/2013
Adding Users to My Accounts, Continued How to add users You may authorize access for additional employees who can perform daily job functions. These authorizations are established within your Profile. Follow the steps in the table below to view transactions performed online. 1. Logon to the Employer Resource Center with your Username and Password. 2. Select Portal Admin and select Manage Users from the drop-down listing. Click on the Add User button. Continued on next page Page 32 07/2013
Adding Users to My Accounts, Continued How to add users (continued) 3. Enter the requested information and select Submit. Continued on next page Page 33 07/2013
Adding Users to My Accounts, Continued How to add users (continued) 4. You must set account permissions for each group and/or section within your organization s health plan. Please make sure that the RGC Codes, Group Numbers and Account Numbers are assigned properly for the Assistant User being created. Filter All Fields allows the user to search all fields in the table for the value entered in the text box. No Filter allows the user to ignore any value that might be in the text box and return all the accounts. Once you have determined all the settings are correct. Click on the Submit button. Result: Your Assistant User will receive an email with an RSVP code and will be directed through the process to complete online registration. To complete the assistant registration process, click on the Commit button on the User Detail page. Continued on next page Page 34 07/2013
Adding Users to My Accounts, Continued How to add users (continued) Assistant Self-Registration 1. In Assistant self-registration, assistants complete the registration process just the same as administrators. Click LOGIN TO THE EMPLOYER RESOURCE CENTER link as identified below. 2. Click Register in the right-hand nave under Quick Links: Continued on next page Page 35 07/2013
Adding Users to My Accounts, Continued How to add users (continued) Assistant Self-Registration 3. Enter requested information into the registration form and click Submit. Result: The Notice of Rights and Privacy Practices page displays. The assistant must enter their signature exactly as it is displayed on the page in the signature box. Continued on next page Page 36 07/2013
Adding Users to My Accounts, Continued How to add users (continued) Assistant Self-Registration 4. The confirmation page displays. 5. Once the assistant s request has been reviewed by BCBSVT, when you, the Group Administrator, log on to the portal and navigate to the Manage Users page (select Portal Admin and select Manage Users from the drop-down listing), you will be able to view the assistant in your Users listing. The new assistant will be marked with a status of Pending. Click on the Assistant s last name. 6. This will open the User Details page. On this page, click on Edit Account Permissions. Page 37 07/2013
Adding Users to My Accounts, Continued How to add users (continued) Assistant Self-Registration 7. Verify that the permissions are set correctly for each group/account to which the assistant has access. Use the check boxes to make changes and click on Submit. 8. Back on the User Details page, click on the Commit page. The assistant will now display in your users list with a status of Approved and will receive a RSVP email. Continued on next page Page 38 07/2013
Adding Users to My Accounts, Continued How to add users (continued) Assistant Self-Registration 9. The assistant will receive a secure email with a website link and RSVP code sent to the email address with which he/she registered. The assistant should click on the website link in this email. Note: If the text of the website link is wrapped and displays on 2 lines like shown below, the assistant must copy the entire link (highlighted in yellow) in order to access the Registration RSVP page. https://wptest2.bcbsvt.com/dnn_ewp_acc/userregistration/38a59803-79b7-4070- When the Registration RSVP page opens, enter the RSVP code sent in the Confirmation email and click on Continue. Page 39 07/2013
Adding Users to My Accounts, Continued How to view a list of Assistant Users To view a list of Assistant Users at any time, you may select Portal Admin Manage Users: Page 40 07/2013
Recovering or Resetting My Password How to recover or reset My Password Follow the steps in the table below to recover or reset My Password. 1. Click LOGIN TO THE EMPLOYER RESOURCE CENTER 2. Click Forgot Password in the right hand nav as shown below: Continued on next page Page 41 07/2013
Recovering or Resetting My Password, Continued How to recover or reset My Password (continued) 3. User enters a valid username/email address associated with their profile and completes at least 3 out of 5 of the Challenge Questions that were provided upon registration. Click Submit. Result: Upon clicking Submit, responses the Challenge Questions are validated and an email is sent which contains a secure link to the Password Reset page. Troubleshooting Problem Cause Solution Need to Change Group Administrator Previous Group Administrator is no longer with company. Please contact our Sales and Retention Department during normal business hours for assistance. Call toll-free (800) 255-4550 Monday through Friday from 8:00 a.m. to 4:30 p.m. Group Usually occurs Please work with your IT personnel for help in resolving the Page 42 07/2013
Problem Cause Solution Administration hasn t received e- mail when email is blocked by spam filter or incoming email service. issue. If this isn t possible, you should contact BCBSVT Sales and Retention Department to request that your existing registration to be deleted. Once that is done, you will be asked re-register using an alternate email address. Group Assistant hasn t received e- mail confirmation Invalid RSVP code Forgot User Name Group Administrator has not set assistant s permissions. Link sent in the RSVP email is wrapped onto 2 lines. Forgot User Name Once the assistant s request has been reviewed by BCBSVT, the Group Administrator must log on to the portal and navigate to the Manage Users page (select Portal Admin and select Manage Users from the drop-down listing). The new assistant will be in the Users list and marked with a status of Pending. See Adding Users to My Account, 5. If the text of the website link is wrapped and displays on 2 lines like shown below, you must copy the entire link (highlighted in yellow) and paste it in the browser address bar in order to access the Registration RSVP page. https://wptest2.bcbsvt.com/dnn_ewp_acc/userregistration/ 38a59803-79b7-4070- Please contact our Sales and Retention Department during normal business hours for assistance. Call toll-free (800) 255-4550 Monday through Friday from 8:00 a.m. to 4:30 p.m. Page 43 07/2013