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A guide for Plan Administrators

A guide for Plan Administrators

17th August, 2015

 

Video Transcript

A guide for Plan Administrators

In this video I’ll cover essential information for Plan Administrators to maintain and manage plans through the Now Health website.

You’ll see how to manage a company plan through:

Updating the administrator and company details,

Managing how your insurance documents are delivered to you and your employees

Managing existing members, adding new ones and deleting old ones

Reviewing employee claims activity

Viewing essential management information about your plan

And how to view multiple plans if you have employees in different regulatory environments

Ok let’s get started

To access your account click the Log into ‘My Portfolio’ link at the top

Use your administrator email address and password to log in…

Forgetting log in details isn’t a problem – just click the Forgotten Password button and follow the password reset process. This is also covered in another video.

Once in, you’re directed to the Portfolio Home page

As a plan administrator this gives a complete high level view covering all areas of the plan.

Here we have 8 panels going across the page; these are also accessible from the tabs on the top menu:

Working our way from the left we’ll start with the About Me section. In here we see details about the current group administrator. This information is editable at any time, but if you want to reset your password, it can only be done once in any 24-hour period.

Moving on to the next tab… About My Company

This section contains company details for the plan which the Group Administrator is managing.

The company name, the address, where they are located and the country.

The fields here can’t be edited, as any changes made would impact on the terms of contract.

You can opt-in to receive notifications of our updates to services by checking this box.

If changes do need to be made to this page, contact us by using one of the 3 tabs at the top of the screen – and select either ‘Call me back’, ‘Call us direct’ or ‘Chat with us’.

The most important area of this section is the Document Delivery Settings

Here you can select how to fulfil the plan, by either downloading documents when they’re needed, or whether you prefer Now Health to print and post them to the address on the account.

The plan is preset to the option chosen at the application stage, however by returning here it can be updated at any time. But bear in mind that changes to this selection will impact all your employees as well.

If the plan documents were originally opted to be available online only, and now physical copies are required, we’ll print and dispatch printed certificates of insurance and members’ handbooks for everyone on the plan.

Likewise, if it was originally opted for printed plan documents and now they are required on-line, all additions to the plan will receive their documents online, however a physical membership card will still be dispatch regardless of the selection.

The next section we’ll look at briefly is the Quotes Area …

The Quotes area list any quotes bought direct from Now Health prior to the current plan being activated.

The next tab takes us to the Plan and Members area.

Here we see 5 panels each with downloable documents for the

Certificate of insurance
Members Handbook
Group agreement
Claim form
And cover note

These are all the documents relating to the plan and policies.

By clicking on any document it will open in a new window

This first panel contains the Certificate of insurance – it’s specific to the company and is your formal evidence of the insurance document.

This certificate must be read thoroughly and checked to make sure that it is accurate and if any information is found incorrect we MUST be notified immediately.

The second panel lists a copy of the Members Handbook

This contains everything you and your employees need to know about the plan.

Next to the Members handbook we have the Group Agreement.

This also forms part of the contract of insurance and is bespoke to your plan. These documents are dynamically generated at the time the plan is activated.

Moving down we have a blank Claim Form – The form can be either completed through a browser or downloaded for completion at a later date. If you chose to fill out the form through your browser you must print the completed copy as the data can’t be saved.

In the last panel we have the Cover Note – This temporary notification of insurance is issued at the outset of the plan to give immediate cover until the premium has been paid, once the premium has be paid this cover note is deactivated.

That covers the main panels – if we move further down the page you will see the section: Make Plan Member Changes

This section gives you access to all the current members on your plan…

Employees are listed in groups of 10. You can sort your list using any of these tabs at the top of the table in ascending or descending order. For example, by clicking on the Last name tab, it will sort the employee list in ascending order (from A-Z). Click it again and it will sort it in descending order.

If you have more than 10 employees, you’ll see additional page numbers appear at the bottom of the member list, navigate to each page by clicking on the page number.

If employee’s dependents are covered, they appear within the employees’ record and not as a separate member.

To view an employee record, click on their name and wait for the record to load.

The page will refresh and the employee you have selected will be highlighted in purple and the Edit employee – add / remove dependant button will turn from grey to green. Select this button and the employee record will open in a modal window – these are similar to a pop-up.

The modal window contains all the information we have about each employee, including any dependent’s details if they are included on the plan.

Most of the information is greyed out as making a change would impact on the insurance contract. If you want to make changes to a field that’s greyed out, please contact us using one of the three options at the top of the screen.

When you’re finished just click the ‘X’ at the top right of the window to go back.

To add a new employee make sure you’re in the Plan & members area…

At the bottom of the membership list, select the green Add a new member button to bring up the new window.

Complete all the information, including any dependents

Select the date you want to add the employee from. This is the date you want the cover to start, but you can only select a date 15 days in the future.

To review this addition, go to the Member changes tab…

Select the change you have proposed and if you want to go ahead, select Accept change.

If you don’t want to go ahead just select the Undo change option.

You must complete this stage or your change will remain in proposed status and will not be made.

If your plan is underwritten on a Medical History Disregarded basis, your member will be added to the membership list within 24 hours.

If your plan is underwritten on a Full Medical Underwriting basis, your new member will need to complete a Group Employee FMU Application Form, which you can find in your Actions and messages tab.

The employee should return their form directly to us and we will underwrite their application and inform you within two working days of our decision.

We will issue you with a Cover note and an invoice for the updated premium or if you are on an end of year adjustment basis, we will allocate the final premium adjustment at the end of the plan year

To add a new dependent, to the plan…

Click on the Plan & Members tab and scroll down to select the employee you wish to add the dependent to.

Wait for the employee record to load: the page will refresh, the employee you have selected will be highlighted in purple and the Edit employee, add/ remove dependent button will turn from grey to green as before.

Select the Edit employee, add/remove dependent button and the employee record will open in a modal window.

Click on the Add a new dependent button and a new section will appear under the existing employee record

Complete all the required fields and select the date you would like to add the dependent from.

You cannot select a date in the past and you can only select a date 15 days in the future

If your plan asks you to select the ‘Family type’ … make sure if you’re adding a 1st child dependent, you also change the family type from ‘married’ to ‘family’

When you’re done Click Finished

Review your addition in the Member changes area and either Submit or Undo the change as we covered before in the adding an employee section.

You must complete this stage or your change will remain in proposed status and will not be made.

If you need to delete an employee, click on the Plan & members tab again and select the employee record.

Wait for the record to load: the page will refresh and the employee you have selected will be highlighted in purple and the Edit employee, add/remove dependent button will turn from grey to green as before.

Select this button and the employee record will open in a modal window

Just check the Cancel employee name policy here and choose the date you want to delete the employee from – again you cannot select a date in the past and you can only select a date 15 days in the future.

Click Finished and you all done

Review your deletion in the Member changes tab and follow the process as before to either Select or Undo the change.

Deleting a dependent follows the same process:

Click on the Plan & members tab

Open the employee record and select the Edit employee, add/remove dependent button.

Select the Remove dependent name from this plan button

Choose the date you want to delete the employee from

Click Finished

Review your deletion in the Member changes area as before.

The next tab on our menu is Renewals

This section will remain empty until 45 days before the plan’s renewal date. After this time an invitation will appear with a link to download a PDF to renew the plan which contains details of the renewal quote for the next year

This invitation will only be seen if the plan was taken out directly with Now Health. If the plan was taken out through an intermediary then they will contact you when your plan is ready to renew.

Next to this we have the Claims tab

This gives a high level overview of all claims activity employees are making on the plan. For the protection of employees’ privacy, we never show information about the benefit claimed against or any diagnosis information.

Claims can be searched by employee name or any plan year – No claims are ever deactivated from the system so a full claims history will be shown.

Select the name of the employee you wish you view then the year. The employee’s claim record will appear in a table underneath their name, if any claims have been made.

Claims are listed in a group of 10 at a time. You can sort your employee’s claims using any of the tabs at the top of the table in ascending or descending order. For example, by clicking on the Last name tab, it will sort the employee list in ascending order (from A-Z). Click it again and it will sort it in descending order

To view the detail of a specific claim:

Click on the claim record you want to view

Wait for the page to refresh. The claim record will be highlighted in purple and you can now select the View details button

The claim record will appear in a modal window

You can view the basic details of the claim in the claim currency, payment currency and the plan currency

To close this window select the ‘X’ at the top right of the window

The next tab takes us to Actions and Messages

Every form needed to run the plan can be found here and downloaded.

From a Claim Form – for employees to claim back expenses they’ve incurred.

A pre-authorisation request form – for when an employee’s GP needs to provide us with any additional information

An application form – for when a new employee needs to complete the underwriting process

And a change of contact information form – to make any amendments to employee’s details off line.

To download any of these forms, select the region and wait for the page to refresh and click the Download now button. The form will download as a pdf in a new window.

If one of your employees needs a replacement membership card, it can be requested here.

Scrolling down we see this section which is used to register a complaint.

Just fill in any comments

Tell us how to respond and submit it the form.

The complaint details will be listed below and any response will appear giving a full audit trail.

The final tab on the menu is – M I S

This area is for reports and is specifically for group administrators

Here we supply 3 standard reports

An up to date members list
A statement of account
A claims summary

These reports are available as a downloadable Excel file and can be manipulated for inclusion into a company’s own format.

If some employees are in more than one compliance environment, separate plans are created so they always meet regulatory requirements.

To access multiple plans, just toggle between them by selecting from this dropdown list.

Once you’re logged into the account as an administrator, all plans are available from here.

This concludes the video for Plan Administrators. If there any questions, please contact your local office. Or use the options at the top of our website any time.

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