Transcription
WageWorks Onboardingand Welcome GuideConsumer Health andSpending Account (CHSA)and COBRA/Direct Bill Services
IMPORTANT INFORMATION ABOUT THIS GUIDE Direct Bill, where referenced in this guide, is limited to clients administered on the former ADP COBRA system,not the Payflex system. If your ADP contract is for Comprehensive Services or has bundled billing that includes CHSA and/or COBRA/Direct Bill services, re-contracting information will not apply until your current ADP contract expires or you requestdirect re-contracting with WageWorks. Information related to fee billing and payment of administrative fees becomes applicable after your WageWorkscontract is signed.Return to Table of Contents 2018 WageWorks, Inc. All rights reserved.4290 (201808)
TABLE OF CONTENTSWelcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Summary of Transition Activities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Readiness Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Security Protocols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Email Whitelisting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Receiving WageWorks Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Action Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Additional Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Billing for Administrative Fees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Receiving Invoices from WageWorks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Paying Administrative Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Form W-9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7CHSA Disbursement and Funding Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Client Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Participant Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Funding Comparison . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Daily Funding (FSA, HSA, HRA, Commuter). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Prefunding (FSA, HSA, HRA, Commuter) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Presentment (FSA, HRA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11COBRA and Direct Bill Payment Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Client Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Participant Experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Sending File to WageWorks (FTP for COBRA and CHSA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Next Steps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13COBRA Carrier Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Onboarding Questions and Answers (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Re-contracting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Fee Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17CHSA Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Health Savings Accounts (HSAs). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21COBRA Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22CHSA Money Movement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24COBRA Money Movement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25FTP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26COBRA Carrier Enrollment (CES). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Appendices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Return to Table of Contents 2018 WageWorks, Inc. All rights reserved.4290 (201808)
WelcomeWELCOME TO WAGEWORKS!As an industry leader, WageWorks provides innovative product solutions, effective engagement initiatives and anextraordinary customer experience. Our expertise helps you and your employees maximize your benefit programs,including Consumer Health and Spending Account (CHSA), COBRA and/or Direct Bill (DB).We’re working closely with the Client Service teams to facilitate the full onboarding of your account administrationinto the WageWorks solutions suite. For most clients, this includes re-contracting and the initiation of billing byWageWorks, CHSA funding management by WageWorks, and the redeployment of data files directly to or fromWageWorks.Re-contracting began in early summer and will continue for the next few months. When you receive the WageWorksOrder Form (Agreement) request, it is important that you respond by the indicated deadline so we can activate youraccount in our systems and continue your transition process.We executed the transition to WageWorks banking in August 2017. In the fall, we’ll complete the onboarding processby moving all web and email addresses to wageworks.com. At the same time, we’ll introduce our enhanced mobileapp for CHSA.It’s our pleasure to assist you and your employees during this important transition from ADP to WageWorks.Sincerely,Dale MillerVP, Service and OperationsWageWorks, Inc.Return to Table of Contents 2018 WageWorks, Inc. All rights reserved.14290 (201808)
SUMMARY OF TRANSITION ACTIVITIESJuly 2017ClientCOBRA/Direct Bill & CHSA B egin outreach to clients’ Information Technology contacts, carriers and ADP partners forsecure file transfer readiness (FTP) Continued outreach to clients eligible for re-contracting with WageWorksCOBRA/Direct Bill C ontinued outreach to vendors’ Information Technology contacts to initiate WageWorks’ rebuildof outbound COBRA files Notification of Upcoming Money Movement Changes for participantsParticipantCOBRA/Direct Bill Website banners for ACH reauthorization requestAugust 2017ClientCOBRA/Direct Bill & CHSA C ontinued outreach to clients’ Information Technology contacts, carriers and ADP partners forsecure file transfer readiness (FTP) Continued outreach to clients eligible for re-contracting with WageWorksCOBRA/Direct Bill C ontinued outreach to vendors’ Information Technology contacts for WageWorks’ re-build ofoutbound COBRA filesCHSA N otification of freeze in CHSA Funds invoicing / ACH debit and new WageWorks bank details (debitcards will continue to process without interruption)ParticipantCOBRA/Direct Bill ACH reauthorization email campaign ACH reauthorization letters (U.S. Mail, if no email address on file) ACH reauthorization letters (to only those participants who have not reauthorized yet) Lockbox address change buck slip with payment coupon Premium prepayment refund and letterCHSA Website banners, direct deposit, uncashed checks, claims payment freeze Begin outreach to CHSA participants too Encourage the use of direct deposit for claims reimbursements Notification of claims processing freeze (5 business days) and no disruption to debit card useReturn to Table of Contents 2018 WageWorks, Inc. All rights reserved.24290 (201808)
SUMMARY OF TRANSITION ACTIVITIESSeptember 2017ClientCOBRA/Direct Bill & CHSA Transition to WageWorks notification (i.e., change from adp.com to wageworks.com) Continued outreach to clients’ eligible for re-contracting with WageWorksCHSA R eminder of ACH debit and new WageWorks bank details (debit cards will continue to processwithout interruption)ParticipantCOBRA/Direct Bill & CHSA Lockbox address change buck slip with payment coupon Transition to WageWorks notification (i.e., change from adp.com to wageworks.com)CHSA Continued outreach to CHSA Participants to:o Encourage the use of direct deposit for claims reimbursements Inform of planned void/reissue of uncashed checks Transition to WageWorks Mobile App notification (i.e. change from ADP to WageWorks app)October 2017ClientCOBRA/Direct Bill & CHSA Transition to WageWorks (i.e., change from adp.com to wageworks.com) Continued client/carrier/ADP partner FTP outreach campaign (FTP Cutover) Continued outreach to clients’ eligible for re-contracting with WageWorksCHSA Transition to WageWorks (i.e., change from adp.com to wageworks.com)ParticipantCOBRA/Direct Bill & CHSA Transition to WageWorks (i.e., change from adp.com to wageworks.com) Continued outreach to clients’ eligible for re-contracting with WageWorksCHSA Transition to WageWorks (i.e., change from adp.com to wageworks.com)Return to Table of Contents 2018 WageWorks, Inc. All rights reserved.34290 (201808)
READINESS CHECKLISTCHSA BankingActivityDescriptionDue DateUpdate Bank Filters –CHSA Funding U pdate filters for CHSA funding bank to allowWageWorks to:Completed by August 1, 2017o Process pre-note (early August)o Process ACH debit for greater dollaramount per full week of claims/funding activityafter week of funding hold Funding hold scheduled for August 14 – 18 Recovery debit scheduled for August 21 P rovide W-9 to funding team (copy included inthis guide) A s desired, reduce bank filter dollar limit to alignwith typical spend after Sep 1, 2017COBRA/DB BankingActivityDescriptionDue DateSeverance/SubsidyPayments I f applicable, WageWorks Money Movementteam will provide new banking details for thoseclients.N/ARe-Contracting & Fee BillingActivityDescriptionDue DateEmail Whitelisting W hitelist @EchoSign.com and@WageWorks.com to ensure emailed contractsand associated deadline reminders are receivedCompleted by May 15, 2017Sign Contract R eview and electronically sign WageWorkscontract after receiptBy 18th of the month followingcontract receiptProcess W-9 P rovide WageWorks’ W-9 to Accounts Payableteam (copy included in this guide)After Contract signedUpdate Bank Filters –Fee Billing I f fees are paid by ACH debit, client bank filtersmust be updated to allow WageWorks to:After Contract signedo pre-noteo d ebit for fees commencing the month afterthe contract is signed C HSA billing debit occurs on or around the 23rdof each month C OBRA/DB billing debit occurs on or aroundthe 8th of each monthReturn to Table of Contents 2018 WageWorks, Inc. All rights reserved.44290 (201808)
SECURITY PROTOCOLSWageWorks uses cutting-edge technology to enforce strict security protocols on all operating systems, dataexchanges, websites, and emails. We will never share information with unauthorized parties, and you can trust thatyour organization’s and participants’ information is secure.EMAIL WHITELISTINGRECEIVING WAGEWORKS COMMUNICATIONSAlthough WageWorks sends emails in accordance with SPAM laws, your SPAM filter may occasionally consideran email to be SPAM. Please follow the steps below so these important communications can reach you and youremployees. For additional support, contact the WageWorks Welcome Team at WelcomeTeam@wageworks.com.ACTION ITEMSSend a message to your IT group requesting them to allow emails from the below IP addresses to pass through thecompany’s mail server. If you do not whitelist at the IP level, please add @wageworks.com to your safe senders. 142.0.163.142 through 142.0.163.144 167.216.128.0 through 167.216.131.255 69.89.50.201 69.89.48.1 .WageWorks uses the below email addresses to send important communications to employers, employees andbrokers.WageWorks Standard Email Communications (Eloqua)IP address: 142.0.163.142 through 142.0.163.144Email Address: ServiceNotice@wageworks.comFees and Funding Invoices (NetSuite)IP addresses: 167.216.128.0 through 167.216.131.255Email Address: AccountsReceivable@wageworks.com – or – FinOpsDept@wageworks.comFTP Whitelisting IPsIP address: 69.89.50.201IP address: 69.89.48.1ADDITIONAL INFORMATION Communications are sent to email addresses provided by the employer or extracted from the WageWorkssystems of record. WageWorks email communications are processed through “do not reply” email boxes. It is noted in thecommunications that responses sent to these email addresses will not be received, reviewed or otherwiseprocessed. If you have questions about an email communication or need additional assistance, please contact yourWageWorks Client Service Team.Return to Table of Contents 2018 WageWorks, Inc. All rights reserved.54290 (201808)
BILLING FOR ADMINISTRATIVE FEESRECEIVING INVOICES FROM WAGEWORKSWageWorks will begin directly invoicing your organization for administrative fees after your new contract withWageWorks becomes effective. Invoices are sent from the email address AccountsReceivable@wageworks.com to your organization’s designatedbilling contact(s) within 2 – 3 business days of generation. Please ensure this email address is whitelisted by yourorganization. Partners/Brokers paying on behalf of their customers will receive a consolidated invoice, listing service details foreach of the customers under their umbrella of responsibility. Please contact your WageWorks Client Service Team for any questions about your administrative fee invoices.COBRA/Direct Bill Fee Invoices: 8th of each month Invoices for COBRA and/or Direct Bill are emailed, beginning on the 8th of each month (or the first businessday thereafter). COBRA/Direct Bill fees are billed in arrears, based on the participant count for the prior month. No other products are invoiced with COBRA/Direct Bill.CHSA Fee Invoices: 23rd of each month Invoices for all CHSA products are emailed, beginning on the 23rd of each month (or the first business daythereafter). C HSA fees are billed current, based on the participant count for the current month. Please note that ADPbilled CHSA in arrears (based on the participant count for the prior month).Transition of Service Fees Billing from ADP to WageWorksPlease be sure to advise your accounts payable group of this information so invoices can be paid timely andto the correct party. In the first month after your contract becomes effective, you’ll receive two separate CHSAinvoices: Y our final invoice from ADP for the prior month (in arrears), per the usual billing cycle; and Your first invoice from WageWorks for the current month, emailed on or around the 23rd of the month.For example, if your WageWorks Contract has an Agreement date of August 1, 2018, you would receive: Your final ADP COBRA/Direct Bill invoice for July services, dated August 5th. Your final ADP CHSA invoice for July services, dated August 20th. Your first WageWorks CHSA invoice for August services, dated August 23rd. Your first WageWorks COBRA/Direct Bill invoice for August services, dated September 8th.Return to Table of Contents 2018 WageWorks, Inc. All rights reserved.64290 (201808)
BILLING FOR ADMINISTRATIVE FEESPAYING ADMINISTRATIVE FEESThe administrative fee invoice you receive from WageWorks via email will contain detailed remittance instructions,based on the payment method outlined in your contract.Pay by ACH Debit WageWorks should be added to your bank account filter immediately after signing your WageWorkscontract. WageWorks will pre-note your bank account to ensure that we’re able to debit fees. Administrative fees will be debited from your designated bank account under WageWorks’ ACH CompanyIdentification Numbero 1943351864, ANDo N943351864.Pay by ACH Credit Please include the invoice number and y
WageWorks email communications are processed through “do not reply” email boxes. It is noted in the communications that responses sent to these email addresses will not be received, reviewed or otherwise processed. If you have questions about an email communi
