USG Benefits Update

Facilitator: Jennifer KenningtonThurs., June 14, 2018

Place your phone or computer on mute Don’t place your call on hold Let us know if you have difficulty hearing

Housekeeping Items

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• This WebEx is being recorded and the archive/presentation will be distributed following today’s meeting

• We will keep a “Parking Lot” for items that require additional attention

• Feel free to post questions in the chat

• Please place phone on mute to prevent background noise

Agenda

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• Purchasing Power Go Live

• Known Issues

• LOA Drop Letters

• Deceased Retirees/Survivor Reports

• Financial Quality Plan Update

• Non Financial Quality Plan Update

• HR Data entry concerns

• Toolkit

• Who to Contact

• InteractUSG Conference

• Open Enrollment Kickoff Session

• Call Volumes

• Service Connect

• Wrap-Up

Purchasing Power

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• Go Live 7/1/2018

• Employees can begin to make purchases directly via the Purchasing Power website or toll free number– www.USG.PurchasingPower.com or 1-866-670-3477

• Training sessions recorded and will be posted on USG website

• Communications– Marketing Materials will be emailed and mailed to institutions

– Coming Soon Email and home mailing to employees

– All materials will be posted to USG website

Known Issue

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Optum Enrollment File

• The Optum file for the week of 6/4 abended. Our team is working to resolve

Summer Accruals – Direct Billings and Payments Impact

• 38 impacted employees who received a bill in June that shouldn't have

received one. Alight is reaching out to inform them to disregard. They will

be informed to pay any past due balances

• 17 employees have incorrect SA amounts. Our team will be updating the

accounts and reaching out to the impacted employees

LOA Drop Letters

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• Employees who experienced a LOA 7/1/2017 – 4/1/2018 and did not pay premiums

• Letters were sent to practitioners at impacted institutions to disseminate directly to employees

• This is a one-time audit and exception exercise to make the employee aware of the discrepancy and take action retroactively if needed to maintain coverage during their time away from work for processed claims. Impact list was loaded to the SSC FTP server on Thurs., May 3, 2018

• Please ensure your office is counseling employees on the OneUSG Connect billing process and notices they will receive while on leave of absence. Action is required if they wish to retain coverage while on leave

Deceased Retirees/Survivors Processing

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• Deceased Retirees / Survivors

– Deceased Report is uploaded by Alight every Monday to the Plan Sponsor Portal (PSP)

– This is not a cumulative report, includes only new notifications from the prior week (First report on 3/30/2018 includes everyone back to 7/1/2017)

– If no report is posted, no new notifications were received the prior week

– Date of Death is updated to Personal Data screen in PeopleSoft

– Terminations- Due to Death are not currently loaded to Job Data– Institutions will need to make these entries in PS (future plans to automate)

– Survivor information for deceased retirees is sent by Alight and populated in Job Data

Deceased Retirees/Survivors Processing

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• Data Entry for Deceased Retirees / Survivors

– Enter New Job Row

– Effective Date: Day after the date of death for the Retiree/Survivor

– Action: Termination

– Reason: Death

• Job Tool available on support website

– https://www.usg.edu/assets/oneusg/documents/HR_JA014_Termination_Process_for_Deceased_Retirees_and_Survivors.pdf

Financial Reconciliation Quality Plan

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Objective:

• Identify and resolve issues that were financial in nature as well as add,

adjust or enhance processes that would improve the overall flow and

ensure accuracy of all components of the financial reconciliation

process.

• A team of your colleagues and leaders have been meeting weekly with

Alight and have resolved the majority of the issues that were identified

as urgent.

• All Urgent items are resolved and the weekly meetings are now focused

on the ‘high priority’ worklist items.

Non-Financial Quality Plan

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• A meeting was held in late April with a group of your colleagues and leaders who focused on identifying issues that are non-financial in nature. The objective was to identify the processes and services where improvements were needed.

• Improvements identified are both service related items as well as process related.

• We are working through the improvement items that were identified and have reached the 50% completion mark for all but one category but even that category has had a great amount of progress. Several of the items rely on you sharing your feedback. Example, if you opened a Service Request ticket and did not receive an accurate answer or your ticket was closed prematurely.

HR Data Entry

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• Data entry must be as accurate as possible when keying data into the HRIS

• Examples that impact benefits:– New Hire/Termination Benefits Eligible

– FTE change newly Benefits Eligible

– Leave of Absence

– Corrections/Backdating

• If data is inaccurate, benefit eligible employees enrollment notices are delayed or not sent

• Please reference Job Aide’s and Toolkit located on the Faculty and Staff page on the OneUSG website

• For assistance, submit a ticket to SSC @ OneUSGSupport@usg.edu

Job Aids

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Job Aids

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Job Aids

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Job Aids

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Who to contact

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OneUSG (New Email Address)• Shared Services Center (877) 251-2644 or OneUSGSupport@usg.edu

• OneUSG Payroll• OneUSG HR Data• Cohorts

OneUSG Connect- Benefits• Employee Benefit Escalations – oneusg.connect.escalations@alight.com• Financial Escalations (premium issues, BCAF, and Reconciliation)-

usgfinancialmanager@alight.com• E-Service Connect Help • Appeals

InteractUSG Conference

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• InteractUSG Conference (previously the Georgia Summit and the Annual Computing Conference)– Sept. 12-14

– The Classic Center in Athens

• Open Enrollment news and demo of OneUSG Connect – Benefits

• Find out what you need to know about preparing your employees and retirees to choose their 2019 benefits

Open Enrollment Kickoff Session

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• This year, we will not have Open Enrollment Kickoff meetings at various locations around the state– September 17 – 19

– Jekyll Island Conference Center

• We will have an Open Enrollment Kickoff session, including participation from our benefit providers, at this year’s USG Human Resources Association 2018 Conference

• We will introduce any new offerings or changes to our benefits for 2019

• Plan to host OE Benefit Webex sessions

Call Center Performance

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Date Baseline Forecasted Call Volume

Actual Call Volume

Percentage Over/Under Baseline Forecast

Average Queue Time Service Level (Calls answered in 30 seconds)

Avg Speed to Answer

Calls Abandoned

Abandonment Rate

First Call Resolution

21-May 120 111 -8.00% 96.40% :07 0 0 79.00%

22-May 99 102 3.00% 97.06% :13 0 0 91.00%

23-May 88 82 -7.00% 93.90% :30 0 0.0121 89.00%

24-May 84 82 -2.00% 100.00% :02 1 0.0122 84.00%

25-May 86 91 5.00% 96.70% :08 0 0 83.00%

28-May Holiday

29-May 134 157 17.00% 91.08% :22 0 0 90.00%

30-May 117 112 -4.00% 79.09% :34 2 0.0179 85.00%

31-May 106 128 21.00% 85.94% :22 0 0 88.00%

1-Jun 102 Not available Not available Not available Not available Not available Not available 91%

Totals 936 865 0.924145299 0.9252125 :17 3 Less than 1% 86.88%

Call Center Performance

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Trends

• Direct Billings and Payments continues to be the top trend

• Coverage confirmations

Report Notes

• Call actuals vs. forecasted is approximately 8% below forecast.

• First call Resolution is averaging less than the target of 90%.

• Call center statistics tools was down on 6/1.

Service Connect Tickets

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Date Overall YTD Created Closed YTD Number Pending > 5 days

21-May 2611 2510 44

22-May 2634 2533 42

23-May 2659 2559 32

24-May 2684 2579 33

25-May 2700 2598 35

28-May 2830 2755 22

29-May 2873 2782 22

30-May 2902 2814 25

31-May 2928 2837 28

1-Jun 2966 2853 30

Next USG Benefits Update WebEx

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Tentatively scheduled for July 12th

Review Parking Lot

Questions and Wrap Up