employer dashboard guide - best health accounts (hsas, … · 2020-01-15 · employers that use an...

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EMPLOYER DASHBOARD GUIDEA step-by-step guide to the functionalities and capabilities of the Employer Dashboard


Frequently Asked QuestionsWhy do I have access to some of the Employer Dashboard features but not all? ..............................................................8

How do I assign Employer Dashboard access to another HR administrator or Financial administrator? ............................8

How do I add a new employee? ..........................................................................................................................................8

How do I enroll an employee? .................................................................................................................................................8

How do I terminate an employee? ...........................................................................................................................................8

How do I change an employee’s enrollment status to COBRA? ..............................................................................................8

How do I change an employee’s address, phone number, or other information? ....................................................................8

How do I order a replacement healthcare payment card for one of my employees? ...........................................................8

How do I run a report? .........................................................................................................................................................8

What types of reports may I run? ........................................................................................................................................8

How do I see how much is left in an employee’s account? ..................................................................................................9

Can I see an employee’s claims detail? ...............................................................................................................................9

How do I update the company’s name, address, bank account or other information? ........................................................9

Do I need to approve contributions to employee accounts? When do I need to approve them? ............................................9

How do I set up automatic contribution approvals? ...............................................................................................................10

How is the Required Minimum Funding calculated for HRAs and FSAs? .............................................................................10

How do I make permanent changes to employer contribution or employee election amounts? ............................................10

What is the Customer Identification Program (CIP)? .........................................................................................................10

What is the CIP Dashboard and CIP Resolution Center on the Dashboard? ....................................................................10

How can I as an employer resolve accounts in pending status due to CIP? .....................................................................10

How can employees resolve accounts in pending status due to CIP? ................................................................................10

How do I enter direct deposit information for my employees? ...............................................................................................10

Who do I contact if I have questions about the Employer Dashboard? ...............................................................................10

Contents

ACCESSING THE EMPLOYER DASHBOARD .......................................................................................................................3

REPORTS ...............................................................................................................................................................................4

EMPLOYEE INFORMATION ...................................................................................................................................................4

EMPLOYER ADMINISTRATION ..............................................................................................................................................5

COMPANY PROFILE ..............................................................................................................................................................6

INELIGIBLE CLAIMS ...............................................................................................................................................................6

CUSTOMER IDENTIFICATION PROGRAM (CIP) ..................................................................................................................7

FREQUENTLY ASKED QUESTIONS ......................................................................................................................................8

FREQUENTLY ASKED QUESTIONS ......................................................................................................................................9

FREQUENTLY ASKED QUESTIONS ....................................................................................................................................10

Customer Identification Program (CIP) Process .................................................................................................................... 11


We make it easy for you to manage your plan using the Employer Dashboard. Each user assigned with an Administrator or Finance role is able to access the Employer Dashboard. Based on your role, you may or may not have access to all of the Employer Dashboard functions. You may request access to additional areas through the person at your company with the System Authorization role.

To log into the dashboard, simply log into your online account as a participant would. Each user will have separate log ins for their CYC Employer Dashboard and their personal myCYC participant portal accounts. Log on using your administrative employer dashboard credentials.

The Employer Dashboard is divided into the following sections: • Home• Reports• Employee Information• Company Profile• FAQs• Ineligible Claims*• CIP Dashboard/Resolution Center**Sections available depending on the account types CYC provides for your organization.

The Employee Data Management section allows you to easily look up an employee via quick search or advanced search. You may search by first or last name, SSN, and/or Employee ID if supplied to us. The advanced search function provides additional criteria to be used to identify an employee, such as searching by address or claim number. This area also includes a “My Recent Searches” section, which gives you a summary view of the last employees you have selected, allowing you to quickly go back to a record you were recently updating.

ACCESSING THE EMPLOYER DASHBOARD

EMPLOYER DASHBOARD

The Employer Dashboard is Your Online Assistant for

Account Administration

User Guide Tips

9 Saves you time with quick and easy access to information

9 Makes it easy with intuitive design, helpful tools and useful tips

9 Lets you get back to your business quickly - employee records updated in seconds and detailed account reports accessed in just a few minutes.

9 Employer Dashboard access is based on user role. If you require additional access, contact the person at your company with the System Authorization role.

9 Processes outlined in this document may not apply for:

• Groups that use an enrollment company to submit health care account census and enrollment data

• Groups that use a payroll administrator to submit payroll contribution information

9 For technical issues or problems with the site, please call the number at the bottom of each screen.


IMPORTANT Employer Dashboard & Enrollment Company Services

Employers that use an enrollment company to submit data to us should not use the Employer Dashboard for the following functions:

9 Manage new hires and terminations

9 Make changes to addresses or plan elections

9 Upload enrollment data

However, employers can use the search function to review the data on file and then submit changes through the enrollment company.

REPORTSThere are many reports to help you manage your plan. Reports are separated into three categories, and below are a sample list of reports included in each section.

Account Balance and Administrative Reports 9 Participant Accounts - provides employee level detail of savings

account elections and utilization for the selected plan year. 9 Utilization and Forfeiture - presents employee level data on savings

account utilization to determine amounts not used by employees.

Funding and Contributions Reports 9 Contribution Funding Details – provides a listing of contributions

successfully applied.

9 Employee Contribution – displays a listing of contributions for a particular employee for a given date range.

Claims Reports 9 Paid Claims - identifies all paid claims for a specific time period.

9 Claims Needing Documentation – provides a listing of all claims that are still in need of appropriate documentation, either claims already paid using the payment card or reimbursement requests made online or through the mail.

9 Rejected Claims Write Off – presents a list of ineligible claims that have been updated to show you added them to employee’s taxable income.

EMPLOYEE INFORMATIONUsing the Employee Data Management pages, you can quickly and easily update employee records, manage enrollment data and approve contributions. • New Hires - enter a new employee record by clicking ‘New Hires’

and entering their information. This process does not enroll the employee in any accounts. To enroll the employee in an account(s), be sure to update that information as well.

• Managing Employee Data - To make changes to employee data, use the Search tool to locate the record of the employee you wish to update. Once an employee record is selected, the employee’s name will show at the top center of the screen and you can make updates to the record.


AUTOMATED CONTRIBUTION APPROVALS

If you currently have to log into the Employer Dashboard every pay cycle to manually approve contribution invoices, you now have the option to set up Automatic Approvals instead. The Employer Dashboard is, of course, still available to verify the contributions scheduled to post are correct. This best practice will help to avoid allowing an error to process, that could cause downstream financial impact to your employees. We’ll send a reminder email to you to let you know when it’s time to review.

Set up of Automatic Approvals is as easy as a toggle switch. Here’s how: 1. Log in to the Employer Dashboard.2. Visit the process group contributions online by payroll cycle screen3. Select Auto Approval from the Approval Method drop down.4. Click Save Approval method.5. Your contributions will now be auto-approved.

You will receive automated reminders with each invoice cycle, and you can change your settings back at any time.

EMPLOYER ADMINISTRATION 9 Review or Update System Authorization – This function allows you to manage users’

Employer Dashboard permissions. There are three levels of access. A user may have any combination of roles.1. Human Resources or Administrator Role — allows user to view and edit all company information and employee data, and

run reports.2. Finance Role — allows user to view and edit the bank account information, approve contributions, and run

financial reports.3. System Authorization Role — gives user the authority to assign these roles to users.

9 Upload a Demographic and Enrollment Spreadsheet - This function is useful when you have a significant amount of demograph-ic and enrollment data to add to the system. There are help notes and a tutorial which can be downloaded with a step-by-step guide for formatting the data. Data is uploaded using an excel spreadsheet that includes three easy-to-use worksheets. The two main worksheet tabs are for demographic and enrollment information; header rows and sample data on these two sheets make it easy to follow. The employee information can be cut and pasted into the excel template or can be manually entered for each employee into the spreadsheet. The third worksheet tab reports the test results after clicking the validation button. The spreadsheet lists any errors, if applicable, like missing data, incorrect format, etc. Once the spreadsheet is populated, you may upload the file and review the information prior to submitting it to the system.

9 Contribution Management - This function is extremely important because for most accounts, you must approve employee payroll deductions and/or employer contributions prior to every contribution cycle, or accounts will not be funded. We also offer the setup of automated contribution approvals. Please see the following section for this process. Contribution management tips:• The payroll contribution amounts shown for approval are calculated from annual enrollment and contribution cycle data. Any

changes made on an invoice are only changed for that one submission; they do not become permanent in the employee record. Permanent enrollment changes must be made in the individual’s record.

• Payroll contributions are displayed in the Employer Dashboard for approval approximately three days before the contribution cycle date. Online approval is required for both initial and ongoing funding of employee accounts.

IMPORTANT Contribution Management and Payroll Companies

Contribution management processes may differ for companies that have payroll administered and reported directly to us through a payroll company. It is a good idea to schedule a reminder to approve each cycle.


IMPORTANT Company Profile and Enrollment Company Services

Employers that use an enrollment company to submit data to us should also submit any company setup changes to the enrollment company, to avoid any chance of changes getting overwritten by data feeds.

COMPANY PROFILE

The following sections are available in Company Profile:• Company Information - allows you to quickly and easily update your company’s basic information including contact details.• Copays – allows you to add/edit your plan copay amounts to reduce the need for employees to submit receipts in certain situations.• Bank Account Information – allows you to edit the company bank information. Only users with the Finance Role have access to

this function. The company bank information is used for three financial functions:• Contributions• Claims Reimbursements• Payment of Administrative Fees

INELIGIBLE CLAIMS

The Ineligible Claims page allows employers to access a particular claim by participant or SSN. Additionally, it provides a quick view of the following reports:

• Ineligible claims by category• Card suspensions• Average length of claim ineligibility (30-60-90 days)• Reports and Tools Inbox• Specific Claims Reports:

• Claims needing documentation• Rejected claims requiring pay back• Rejected claims written off• Repayment details• Ineligible claim by member• Card suspensions


Customer Identification Program (CIP)(for CYC HSA NBT clients only)

The Employer Dashboard has functionality to monitor and assist participants who wish to enroll in a CYC Health Savings Account (HSA) in which CYC is the non-bank trustee (NBT). Participant records that will open HSAs, where CYC is the Custodian, will trigger the Customer Identification Program (CIP) Service when enrollment is received. The census/enrollment data we receive will automatically be sent to the CIP vendor. There are two areas for Employers to access participants’ statuses in the CIP process:

1. CIP Dashboard - This page will allow the employer to determine the CIP status for participants, from the processing stage through enrollment or cancellation. Employers will receive an email when each record in the batch has completed processing. The employer CIP Dashboard will list the status of each record, the requirements to clear failures for each participant, and provide a mechanism for uploading documents. To access the CIP Dashboard, click on the “CIP Dashboard” tab, within the Employer Dashboard. A search menu will display.

• Select the desired filters from the available drop-down menus. • Select “Display Report” to view the data on screen. • Select “Email Report” to send a csv version of the report to your email and Employer Dashboard inbox.

2. CIP Resolution Center - Users with access to the CIP Dashboard also have access to the CIP Resolution Center. Users can access the CIP Resolution Center directly by clicking the “CIP Resolution Center” tab. The participant will then need to be selected from the drop-down. The CIP Resolution Center will display the submitted demographic information. The “Pending Reasons” and “Documentation Required to clear the CIP failure” will also be displayed. Select “Upload Documents” to proceed.

The Document Type drop-down menu will allow selection of the document type that will be uploaded. The document to be uploaded can be selected by clicking “Choose File”. When completed, select “Upload Document”.Note: Only one file may be uploaded at a time. A message will display to acknowledge that the document upload was successful. Additional documents may be uploaded by repeating the upload process, or clicking the “Upload Additional Documents” button. Please see Appendix A (page 11) for an overview of the CIP process.


FREQUENTLY ASKED QUESTIONSWhy do I have access to some of the Employer Dashboard features but not all? The features that appear in your Employer Dashboard are available based on the assigned user role, and you may or may not have all of these options depending on your role. For example, a user assigned with the role of Human Resources may have access to different tools than someone assigned the role of Finance. If you require additional access, please contact your Client Services Manager (if applicable) or contact the Employer Support Team at 877-891-1022.

How do I assign Employer Dashboard access to another HR administrator or Financial administrator?

• Select “Search” under Employee Data Management.• Enter search criteria for the employee to be updated

and click “Next.” Or, you may simply click “Next” with no search criteria to see a list of all employees.

• If the administrator you want to add is not already in the system, add them by following the directions in “How do I add a new employee?”

• Click on the employee’s name, and then select “Add/Edit System Authorization” from the menu on the left.

• Check the box under the access you would like to assign that employee, and then click “Confirm” to finalize your changes.

How do I add a new employee? To add a full employee record for someone expected to be enrolled in a plan:

• Click on “New Hires” from the Home page or Employee Information

• Enter employee information in all required field• Verify the employee information you entered is accu-

rate and confirm• Remember to ALSO enter their enrollment. See How

do I enroll an employee? for more information

How do I enroll an employee?• Find the employee using the Search tool.• Review the existing enrollment information in their

profile and update or add new enrollment information as needed.

How do I terminate an employee?• Find the employee using the Search tool.• Update and edit employment information. Select

“Terminated” from the Employment Status drop down and enter the termination date under “New Status Effective Date.”

• Verify the information and confirm.

How do I change an employee’s enrollment status to COBRA?You must first terminate the employee by following the termination instructions in the previous answer.

• Once the employee is terminated, find the employee using the Search tool.

• Update and edit the enrollment information.• Select “COBRA Enrollment” for the account being

continued. The COBRA Enrollment option only shows for those employees whose status is “Terminated.”

• Verify the information and confirm.

How do I change an employee’s address, phone number, or other information?

• Find the employee using the Search tool.• Review the information from their profile, update and edit

any section requiring changes. • Verify the information you entered and confirm.

How do I order a replacement healthcare payment card for one of my employees? You cannot order a replacement healthcare payment card through the Employer Dashboard, but you should use this opportunity to verify the employee’s address and work with the employee to have them update it if needed.The employee has access to order a replacement card easily online. Or you can contact customer service.

How do I run a report? • Select “Reports” from the Employer Dashboard home

page or toolbar.• Select the report you would like to run, for example

“Participant Accounts.”• Enter any selection criteria and click “Next.”• Depending on the report and the data resources re-

quired, your report may appear on screen, and may be exported to CSV, Excel, or XML using the links at the bottom of the report. • Or select the Email option to be notified by email

when your report is available. It will be securely delivered to your Report Inbox, visible at the top of your Reports page.

What types of reports may I run? Depending on your assigned role, you may have access to the following reports. If you cannot see the reports listed, see the following FAQ: Why do I have access to some of the Employer Dashboard features but not all?• Participant Accounts: this report displays the following

information for each employee.o Employer and employee elections


o Employer and employee depositso Claims and fees (except HSA)o Funds available (except HSA)o Account balances (except HSA)

• Weekly Claims Detail: this report provides a listing of all paid claims supporting the weekly invoices and ACH trans-fers. (Not available for HSA)

• Claims Needing Documentation: this report provides a listing of all claims that are still in need of appropriate doc-umentation. These can be either claims already paid using the CYC payment card or reimbursement requests made online or through the mail. (Not available for HSA)

• Rejected Claims Requiring Refunds: this report provides a listing of all claims that were paid and then were rejected or partially rejected. Since the payments were already made, the employee needs to refund the plan for the rejected amount. Reasons for rejection include lack of required documentation, ineligible expenses and dates of service outside the plan year parameters. These claims require a refund to the plan. (Not available for HSA)

• Paid Claims: this report allows you to identify all paid claims for a specific time period. (Not available for HSA)

How do I see how much is left in an employee’s account? Due to Gramm-Leach-Bliley regulations, employers may not see employee’s HSA balance.To see balances in other accounts:

• Select “Participant Accounts” under Employee Data Management.

• Enter the “Plan Year Active On” date and the “As Of” date for your report and click “Next”.

• Your report will appear on screen, and may be exported to CSV, Excel, or XML using the links at the bottom of the report.

Can I see an employee’s claims detail? Due to HIPAA regulations, employers may not see employees’ claims details.

How do I update the company’s name, address, bank account or other information? To make changes to company name, address, tax ID, company type, or broker email, contact the Employer Support Team at 877-891-1022 or your Client Services Manager.

Do I need to approve contributions to employee accounts? When do I need to approve them? Employers may either set up automated contribution approvals OR approve employee contributions for Health Sav-ings Accounts (HSAs) and Dependent Care Flexible Spending

Accounts (DCAPs), and many Health Reimbursement Arrangements before each contribution payroll cycle to ensure that all information is accurate and up to date. Depending on your plan design, you should also approve contributions for Flexible Spending Accounts and most Health Reimbursement Arrangements.

Contributions can be entered directly into an online form or uploaded via Excel spreadsheet. Each option can be selected from the Employee Information page. Process group contributions online by payroll cycle:

• A contribution notice is generated a few days before each payroll cycle. Select the applicable open invoice.

• Expected contributions based on each employee’s enrollment will be displayed in an online form. Review the amounts and change as needed.

• Recalculate the totals and approve the contributions to submit.

Process off-cycle group contributions online:• These contributions will be entered outside a standard

payroll period. • Enter any selection criteria.• Employees enrolled will be displayed in an online form

but with no expected contributions since this entry is off-cycle. Enter any amounts needed.

• Calculate the totals and approve the contributions to submit.

Use a spreadsheet to submit contributions:• Instead of entering contributions by typing online, it

may be easier to submit via spreadsheet. • Enter any selection criteria.• Download the Excel template and enter all contribu-

tions to be posted. • Upload the completed spreadsheet and complete the

process. Please note: Any changes made to contributions are for the upcoming cycle only and are not saved for future contribution cycles. See How do I make permanent changes to employ-er contributions or employee election amounts? for making changes to the employee records.

If you do not set up automated contribution approvals, keep in mind that if these contributions are not approved, employees will not see funds applied to their accounts, so you may want to put a reminder in your calendar! Please see How do I set up automatic contribution approvals? for details on setting up automated contribution approvals. Contribution reporting and approval is necessary to post accurate contributions to employee accounts; however, except for HSAs, funds only move from your designated bank account when claims are submitted.

FREQUENTLY ASKED QUESTIONS


How do I set up automatic contribution approvals?Set up of Automatic Approvals is as easy as a toggle switch. Here’s how: 1. Log in to the Employer Dashboard.2. Visit the process group contributions online by payroll

cycle screen3. Select Auto Approval from the Approval Method drop down.4. Click Save Approval method.5. Your contributions will now be auto-approved.

How is the Required Minimum Funding calculated for HRAs and FSAs? HRAs and FSAs (including dependent care FSAs) are “no-tional” or record-keeping accounts. They are not fully funded when contributions are posted or when elections are made. Instead, we require employers to provide an upfront deposit based on a percentage of their total annual elections, known as the Required Minimum Funding (RMF). The RMF covers daily payment card transactions and reimbursement checks or direct deposits. A weekly process will then be followed to replenish back to the RMF for claims paid to always maintain a deposit available to cover claim payments.

The RMF will be automatically re-calculated each month. If enrollment increases by more than 25%, an adjustment will be required. RMF calculation example: Assume the RMF level is 10% of the annual elections.15 employees elect an FSA or dependent care FSA. All annual elections total $10,000. Additionally, 40 employees are enrolled in the HRA which totals $40,000. Total annual elections for all plans are $50,000. RMF is 10% of $50,000 or $5,000 and will be pulled via Electronic Funds Transfer (EFT) prior to the start of the plan year.

How do I make permanent changes to employer contribution or employee election amounts?

• Find the employee using the Search tool.• Review the enrollment information from their profile and

update as needed.• Verify the information you entered and confirm.

What is the Customer Identification Program (CIP)? CYC utilizes industry leading partners for identify verifica-tion under CIP to meet Know Your Customer requirements, anti-money laundering and anti-terrorism, Office of Foreign Assets Control (OFAC) and Specially Designated Nationals (SDN) checking as required by the USA PATRIOT Act and other regulations. CYC collects the following information as part of the census/enrollment process: first name, last name, physical/

residential address, date of birth, Social Security Number and phone number. This information is used to verify the employ-ee’s identity as part of the aforementioned requirements. For employees who fail CIP, the HSA account will be pending until CIP is resolved.

What is the CIP Dashboard and CIP Resolution Center on the Dashboard? The Employer Dashboard provides real time, transparent information regarding the status of all accounts requiring CIP. In the Employer Dashboard, the employer has transparency into which employees have pending accounts and what is required in order to resolve CIP failures to allow the account to be established. The employer may also upload documents in the Resolution Center to facilitate timely passage of CIP.

How can I as an employer resolve accounts in pending status due to CIP? Employers may upload documents in the Resolution Center to facilitate timely passage of CIP. Items such as I-9, W2 or Driver’s License can usually be relied on to resolve any CIP issue. Valid forms of identification required for CIP resolution can also be uploaded to the Resolution Center by the employee in the myCYC participant portal or mobile application.

How can employees resolve accounts in pending status due to CIP? Valid forms of identification required for CIP resolution can be uploaded to the Resolution Center by the employee in the myCYC participant portal or mobile application.

How do I enter direct deposit information for my employees?You may enter direct deposit information online using the employer dashboard, or you may direct your employees to enter the information using a similar process in their online accounts. If you choose to enter the information for an employee, simply:

• Find the employee using the Search tool.• Review the direct deposit information from their profile

and update as needed.• Change the Claim Reimbursement Process Method to

read “Direct Deposit into this account.”• Verify the information you entered and confirm

Who do I contact if I have questions about the Employer Dashboard? The Employer Support Team is available to assist you with any questions at 877-891-1022.

FREQUENTLY ASKED QUESTIONS


Customer Identification Program (CIP) ProcessAppendix A

< 2%

1 2 3

PASS!

FAIL

(pended)

Client sends

employee census

and enrollment data

exchange

CIP Passed?CYC verifies

identity

Welcome

email sent to

participant

YES

Penny funding

opens HSA

₵

Account ready

to receive

contributions

NO

98% average pass rate

12

1

FAIL

A failure puts an account

into a pending status

*If proper documentation is not provided to pass the account within the

90-day time limit, the account will be declined, enrollment will be

canceled, and all pending contributions will be returned to the employer.

Fail?

90-Day countdown

for CIP deadline

begins

Notifications to

employee begin

2

CYC system

reviews and verifies

3

Repeat

Step 2 if

fail again*

PASS!

Welcome

email sent to

participant

Penny funding

opens HSA

₵

Account ready

to receive

contributions

Employee or Employer

use Resolution Center

Tools

Employee (EE) or

Employer (ER) provide

documentation

needed

Notifications to

participants: every 15,

45, and 65 days.

Notification to HR

admin 15 days before

deadline

13

FAILDECLINED

Within 90 day timeframe:

No documents or incorrect

documents provided

CYC sends

notification email to

participant

Enrollment

canceled

CYC returns any

submitted

contributions

END.

Account not

opened.

14

4© 2019 ConnectYourCare. All Rights Reserved.

Provides Employer with an

overview of all outstanding

CIP-related items

• Days until decline

• Contributions pending

• Acceptable documentation

for resolution

• Statuses: Passed,

Pending, Failed

Provides reporting and

the ability to download in

different formats

HR Command:

15