Transcript Slide 1
TPA Transition Update
PPMS | October 8, 2009
Brian Riehs, Service Representative
VEBA Service Group, LLC
[email protected]
Introduction
Why the change?
◦ REHN & ASSOCIATES made a business
decision to resign and focus on other business
VSG’s role has not changed
◦ Technical support
◦ Onsite service
Meritain TPA responsibilities
◦ Customer service
◦ Claims processing
◦ Recordkeeping
Today’s topics
TPA services
◦ Enhancements
◦ Transition-related challenges
◦ Service stats
What’s new?
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Redesigned veba.org
Online employer portal
Contribution remittance
Plan literature and forms
Help reduce costs
Conclusion
Service enhancements
Online employer portal
◦ Employer reports, electronic handbook,
upload contribution data
◦ 150+ employers registered
myVEBA Plan online
◦ Additional, more user-friendly online services
◦ 2,500+ participants registered
Service enhancements
Daily participant account valuations
◦ Permits investment allocation change at
anytime during the month
◦ Industry standard
Extended customer service hours
◦ 5 a.m. to 5 p.m. (Pacific)
Service challenges
Your feedback is important
VSG working closely with Meritain
Additional training, experience, and
personnel should result in
◦ Improved accuracy of responses to inquires
◦ More timely response and follow up
◦ Shorter call hold times
Blackout period
June 26 through July 19
Data transferred, tested, downloaded
Certain services temporarily unavailable
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Claims processing
Enrollments
Contribution posting
Investment allocation changes
Backlog
Slower-than-expected processing was
result of
◦ Volume
◦ New coding within Meritain’s system
◦ Processed items “triple checked” to ensure
accuracy
Backlog prioritization
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Contributions
Enrollments
Claims
Investment changes, etc.
Service stats
Call center
◦ 100+ calls received per day
◦ Average call time about 5 minutes
◦ Call metrics analyzed daily/weekly
Claims
◦ 15,000+ line item claims received in August
◦ Most processed within one to three days of
receipt
◦ Random audits reveal 100% statistical and
financial accuracy
Redesigned veba.org
Quick links
◦ Most common items just one click from
homepage
Improved education/information resources
◦ How is VEBA helping you?
◦ About VEBA Trust
◦ Frequently asked questions (FAQ)
Logins
◦ Online employer portal
◦ myVEBA Plan online
Online employer portal
VEBA Plan Employer Handbook
Upload contribution data
Employer reports
◦ Employer Contribution Posting Report
◦ Participant Asset Allocation Snapshot
◦ Disbursement Report
Employer News and Participant News
archives
Employer Portal . Dashboard
Contribution remittance
Electronic (recommended)
◦ Upload contribution data report via online
employer portal
◦ Remit contributions via ACH or wire transfer
Paper
◦ Mail or e-mail contribution data report to
Meritain
◦ Mail paper checks to lockbox
New plan literature and forms
VSG conducted critical review
◦ Improve efficiency
◦ Better communicate and gather important
information
Recycle/discard all outdated materials
Order up to a six-month supply
◦ Plan literature (VSG):
[email protected]
◦ Forms (Meritain Health):
[email protected] or
1-888-828-4953
Education and enrollment
Introductory Overview (for education)
Enrollment Kit (for new enrollments)
◦ Basic Plan Information & Enrollment Form
◦ Investment Fund Information brochure
◦ Investment Fund Overview (inserted by
employer)
Claim Form
Improvements
◦ All necessary information contained on front
side
◦ Instructions and supporting information on
reverse
◦ Use single form for multiple covered
individuals
◦ Don’t have to itemize each expense (receipts
still required)
Participant Status Change Form
Replaces Notice to Third-party
Administrator of COBRA Qualifying Event
Gathers information needed to comply
with
◦ COBRA
◦ Medicare secondary payer reporting
requirements
Systematic Premium
Reimbursement Form
Automatic reimbursement of ongoing
insurance premiums
◦ Direct deposit or paper check reimbursement
to participant
◦ Current direct payments to HCA or other
providers will continue until cancelled or
account runs out
HRAs are a reimbursement tool, not
intended to make direct payments
Help reduce costs
Encourage your participants to use these
recommended services
◦ e-Communication
◦ Direct deposit
◦ Online forms
e-Communication
Skip the paper; go electronic
◦ Statements (quarterly)
◦ Explanation of benefits (EOB)
Consent required
◦ New enrollment form
◦ myVEBA Plan online registration
◦ Account preferences
9,500+ participants signed up
Direct deposit
Get your money back faster
More secure than paper checks
Sign-up required
◦ New enrollment form
◦ New systematic premium reimbursement
form
◦ myVEBA Plan online
Online forms
Download and print forms at veba.org
◦ Electronic “fillable” format
◦ Forms tab contains lists and descriptions of all
participant and employer forms
Conclusion
Your service providers are committed to
providing you and your participants with
excellent service