TPA Transition Update

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TPA Transition Update

• PPMS October 8, 2009

Brian Riehs, Service Representative VEBA Service
Group, LLC brian_at_veba.org
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Introduction

• Why the change?
• REHN ASSOCIATES made a business decision to
  resign and focus on other business
• VSGs role has not changed
• Technical support
• Onsite service
• Meritain TPA responsibilities
• Customer service
• Claims processing
• Recordkeeping

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Todays topics

• TPA services
• Enhancements
• Transition-related challenges
• Service stats
• Whats new?
• Redesigned veba.org
• Online employer portal
• Contribution remittance
• Plan literature and forms
• Help reduce costs
• Conclusion

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Service enhancements

• Online employer portal
• Employer reports, electronic handbook, upload
  contribution data
• 150 employers registered
• myVEBA Plan online
• Additional, more user-friendly online services
• 2,500 participants registered

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Service enhancements

• Daily participant account valuations
• Permits investment allocation change at anytime
  during the month
• Industry standard
• Extended customer service hours
• 5 a.m. to 5 p.m. (Pacific)

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Service challenges

• Your feedback is important
• VSG working closely with Meritain
• Additional training, experience, and personnel
  should result in
• Improved accuracy of responses to inquires
• More timely response and follow up
• Shorter call hold times

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Blackout period

• June 26 through July 19
• Data transferred, tested, downloaded
• Certain services temporarily unavailable
• Claims processing
• Enrollments
• Contribution posting
• Investment allocation changes

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Backlog

• Slower-than-expected processing was result of
• Volume
• New coding within Meritains system
• Processed items triple checked to ensure
  accuracy
• Backlog prioritization
• Contributions
• Enrollments
• Claims
• Investment changes, etc.

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Service stats

• Call center
• 100 calls received per day
• Average call time about 5 minutes
• Call metrics analyzed daily/weekly
• Claims
• 15,000 line item claims received in August
• Most processed within one to three days of
  receipt
• Random audits reveal 100 statistical and
  financial accuracy

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Redesigned veba.org

• Quick links
• Most common items just one click from homepage
• Improved education/information resources
• How is VEBA helping you?
• About VEBA Trust
• Frequently asked questions (FAQ)
• Logins
• Online employer portal
• myVEBA Plan online

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Online employer portal

• VEBA Plan Employer Handbook
• Upload contribution data
• Employer reports
• Employer Contribution Posting Report
• Participant Asset Allocation Snapshot
• Disbursement Report
• Employer News and Participant News archives

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Employer Portal . Dashboard

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Contribution remittance

• Electronic (recommended)
• Upload contribution data report via online
  employer portal
• Remit contributions via ACH or wire transfer
• Paper
• Mail or e-mail contribution data report to
  Meritain
• Mail paper checks to lockbox

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New plan literature and forms

• VSG conducted critical review
• Improve efficiency
• Better communicate and gather important
  information
• Recycle/discard all outdated materials
• Order up to a six-month supply
• Plan literature (VSG)
  formsrequest_at_veba.ws
• Forms (Meritain Health) employersupport_at_meritain
  .com or 1-888-828-4953

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Education and enrollment

• Introductory Overview (for education)
• Enrollment Kit (for new enrollments)
• Basic Plan Information Enrollment Form
• Investment Fund Information brochure
• Investment Fund Overview (inserted by employer)

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Claim Form

• Improvements
• All necessary information contained on front side
• Instructions and supporting information on
  reverse
• Use single form for multiple covered individuals
• Dont have to itemize each expense (receipts
  still required)

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Participant Status Change Form

• Replaces Notice to Third-party Administrator of
  COBRA Qualifying Event
• Gathers information needed to comply with
• COBRA
• Medicare secondary payer reporting requirements

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Systematic Premium Reimbursement Form

• Automatic reimbursement of ongoing insurance
  premiums
• Direct deposit or paper check reimbursement to
  participant
• Current direct payments to HCA or other providers
  will continue until cancelled or account runs out
• HRAs are a reimbursement tool, not intended to
  make direct payments

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Help reduce costs

• Encourage your participants to use these
  recommended services
• e-Communication
• Direct deposit
• Online forms

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e-Communication

• Skip the paper go electronic
• Statements (quarterly)
• Explanation of benefits (EOB)
• Consent required
• New enrollment form
• myVEBA Plan online registration
• Account preferences
• 9,500 participants signed up

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Direct deposit

• Get your money back faster
• More secure than paper checks
• Sign-up required
• New enrollment form
• New systematic premium reimbursement form
• myVEBA Plan online

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Online forms

• Download and print forms at veba.org
• Electronic fillable format
• Forms tab contains lists and descriptions of all
  participant and employer forms

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Conclusion

• Your service providers are committed to providing
  you and your participants with excellent service