Customer Service Representative Overview

After This Training You Will Know: Who AmeriGas is

What AON Hewitt does for this client

What AmeriGas’ STD process entails

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Did you know AmeriGas Propane:

Has over 8,000 employees

Supplies propane gas for commercial and residential use

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STD Only – FMLA is handled by AmeriGas HR

Always notate height & weight on claims for back and knee issues.

ROI/HIPAA forms can be emailed if the employee insists.

Always document the diagnosis in the comments section for “Other/Unknown” conditions.

AmeriGas STD Benefits:

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Who Can Report AmeriGas Leaves?

Employee, HR, Supervisor, or Family Member can call in to

report a leave of absence.

STD claims can be opened within the

same calendar year.

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AmeriGas STD Provisions: Eligible on the 1st of the month after 6

months of active employment with the Company

Allows up to 26 weeks of benefits once waiting period has been satisfied

Waiting period: 7 consecutive calendar days; Sick Time is used first. If EE has no Sick Time, Vacation or Floating Holiday will be used for the first week.

Medical is reviewed by Case Manager for potential approval of claims – (no nurses review medical)

Intakes should have a Leave Reason as “Employee's Own Illness,” except for Maternity claims which should have the leave reason as “Maternity”

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Amerigas STD Pay Information 12 weeks @ 70% of pay, then 13 weeks @50%

of pay.

All Benefits are paid by AmeriGas biweekly through normal payroll process.

STD payments are fully taxable and subject to offsets of income from alternate sources – (state benefits are subtracted from STD)

Medical and dental and other benefits will continue to be deducted.

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STD benefits are payable once supporting medical information has been provided.

If an Employee is on STD for 30 days or more days, the Employee will not earn or accrue vacation days during the absence.

To remain eligible for STD benefits Employees disabled due to mental/behavioral or substance abuse disorders must be under the care of a mental/behavioral health professional no later than 21 consecutive calendar days after the start of the of absence. AmeriGas provides referral service.

AmeriGas STD Provisions:

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AmeriGas STD Concurrent Claims:

If an employee returns to work and goes back out of work again for the same condition within 32 consecutive calendar days, it will be considered the same claim.

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AmeriGas Statutory State Payments:• Employee who work in CA, NJ

or RI must file a claim in that state.

• NY paid by AmeriGas• RI paid by AmeriGas• NJ paid by the state• CA paid by the state

• NJ/CA benefits are deducted from employee’s AmeriGas benefits.

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For questions regarding LTD benefits, please refer the employee to Aetna at 1-866-326-1380

AmeriGas LTD Payments:

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For information regarding Employee Assistance Programs (EAP), please refer

employees to Carebridge at: 1-800-437-0911

AmeriGas Employee Assistance Program

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AON Hewitt Does Not Manage FMLA Leaves for AmeriGas

AmeriGas processes FMLA

leaves for all employees in

house.

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AmeriGas Claim Creation• Verify eligibility before claim creation. If profile

populates, continue with the claim.

• If no profile populates, proceed with entering the claim. In comments document “Eligibility failed to populate”

Maternity claims are entered as “Maternity.” Otherwise, select “Employee’s Own Illness.”

Date of Disability (DOD) is the 1st scheduled day the employee is out due to disability.

Leave Start Date (LSD) always = DOD.

Last Day Worked (LDW) is the last day the employee was physically at work BEFORE the DOD. Enter any gaps in the Comments.

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AmeriGas Return to Work Procedure Employees must notify AON Hewitt if they

aren’t able to RTW as expected.

Employee must submit RTW forms for restricted or full-duty to their Case Manager

Case Manager coordinates RTW with AmeriGas

Employees with medium to heavy duty occupation who are out of work for 14 days or more must take a Work Fit exam in order to RTW.

Case Manager will forward the Work Fit form to the AmeriGas physician who will examine the employee.

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AmeriGas WorkFit Questions

For questions regarding the Work Fit Exam, please refer

to Jean Tyrell who can be reached at 610-768-3690.

Fax is 610-482-9444

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AmeriGas Workers’ Compensation Employees should be directed to contact Supervisor,

Manager or HR Representative to report a claim

STD benefits are not provided for work related accidents that are covered by Worker’s Compensation. If Worker’s Compensation benefits are subsequently approved, AmeriGas will file a lien to recoup STD benefits paid.

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AmeriGas Security AuthenticationEmployee Initiating a Claim:1st and Last Name of EmployeeEmployee ID or Last 4 of SSNDate of Birth of EmployeeZip Code of Employee

Security Authentication is listed on the AmeriGas Cheat

Sheet in Newsflash

Supervisor, HR Rep or Family Member:1st and Last Name of EmployeeEmployee ID or Last 4 of SSNDate of Birth of EmployeeZip Code of Employee

Reviewing Confidential Information1st and Last Name of EmployeeEmployee ID or Last 4 of SSNEmployee’s Date of BirthZip Code of Employee

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AmeriGas Important NumbersCustomer Service: 800-931-8881Corporate HR: 800-414-5368Payroll: 610-337-7000 Fax Number: 847-554-1650

Please advise that claim numbers should be on all documents faxed to

AON Hewitt.

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AmeriGas Cheat Sheet

AmeriGas is not currently in Callflows. The cheat sheet is located in NewsFlash in “Client Specific

Information” under the “AmeriGas” tab.20

AmeriGas Claim ManagersTeam Lead

Heather Fracchia

Case Managers:Denise D. LeeKaren Blakely

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