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1 HEALTH SAVINGS ACCOUNT SUBSCRIBER WEBSITE GUIDE CONTENTS BROWSER COMPATIBILITY... 2 ONLINE ENROLLMENT... 3 Online Enrollment Process... 3 REGISTERING YOUR ACCOUNT FOR ONLINE ACCESS INDIVIDUAL ENROLLMENT SECURITY ENHANCEMENTS SETUP SECURITY ENHANCEMENTS Existing User New User (Enrolled by Employer or Self) LOGIN AFTER SECURITY ENHANCEMENT SETUP MAKING CHANGES TO SECURITY ENHANCEMENTS SECURITY ENHANCEMENT FAQS YOUR ACCOUNT PAGES Make a Contribution DISBURSEMENT New Disbursement View Disbursement Manage Payees Archive Documents Managing Bank Accounts User Login Page 1 of 47

2 BROWSER COMPATIBILITY This website is compatible with the following browsers: IE 10 and higher Opera Safari 3.0 and higher Firefox 3.0 and higher Chrome 3.0 and higher Page 2 of 47

3 ONLINE ENROLLMENT Sterling Administration s HSA Online Enrollment allows individuals, independent of employer affiliation to create HSA accounts as well as employees to enroll in HSA products offered by their employer. The instructions below will guide you through the HSA employee enrollment process. Before you begin, you will need your employer s enrollment username and password. Note: If you are not affiliated with a company and would like to enroll in an Individual HSA, please refer to the Individual Enrollment section. If you would like to enroll in a HSA product offered by your employer but you do not have your employer s group account information, please contact your HR benefits administrator. ONLINE ENROLLMENT PROCESS 1. Check with your Employer to receive your company's enrollment username and password to begin your enrollment. 2. Go to Page 3 of 47

4 3. Under Products for Groups, Click 4. Under Individual - Part of an Employer Group, Click 5. Enter the enrollment username and password provided by your Employer. Click Page 4 of 47

5 Note: If you receive an error message about your social security number and date of birth not matching, please contact customer service at during regular business hours or 6. Enter your Social Security Number, Date of Birth, then click 7. Select 'Health Saving Account (HSA)' then click Page 5 of 47

6 8. If you already have an account with Sterling Health Services Administration, your demographic information will be pre-populated. Please verify and make any necessary changes. If this is your first time enrolling, then input your demographic information. 9. Click when you are finished. Page 6 of 47

7 Note: If you already have an account with Sterling Administration, you may not see this module. 10. Register for your online user account. Create a personal username and password. You will need to confirm your password and provide the answer to the reminder question. 11. Click when you are finished. Page 7 of 47

8 12. Select your HSA Account Option. Monthly fees and included services vary with selected plans. 13. Click 14. Enter beneficiary information then click Page 8 of 47

9 Note: If you already have a dependent, there will be options for you to click. You can click 'Yes' to import the data or 'No' to add a new dependent. 15. Adding dependents to your account is optional. You may proceed without adding dependents by clicking. To add a dependent, complete all the fields. To add more than one dependent, select and an additional dependent field will be provided. Click after adding all of your and dependents and completing all fields. 16. Debit Cards are optional. Click on the checkbox, if you want the debit card. Click Page 9 of 47

10 17. Carefully review all of the information on the summary page. Click to make changes. 18. Once you ve reviewed your summary information and read the documents associated with establishing your account, check the box acknowledging acceptance of the terms. 19. Click and a confirmation screen will appear after form submission. Page 10 of 47

11 20. You can download the summary of your enrollment for your records by clicking 21. Check your . You will receive an Account Enrollment Confirmation from Sterling Administation. 22. Once received, please click the link in your to confirm your registation. Your confirmation must be completed before access your account online is granted. 23. Congratulations! You ve completed the online enrollment process. Page 11 of 47

12 REGISTERING YOUR ACCOUNT FOR ONLINE ACCESS A note to account holders with multiple account types with Sterling Health Services Administration: We support a single login for all of your accounts with Sterling. If you have already registered another account type under the same social security number with Sterling, you do not need to register again. If you enrolled via the Online Enrollment method above you can also skip this section. IF YOU RECEIVED A WELCOME LETTER IN THE MAIL 1. Go to 2. From the homepage, click "Register for Online Access" tab in the upper right area of the website and be directed to a short form accessible from the 'Member' tab on the registration page. 3. Fill in the form with your account number (from the letter), social security number, and date of birth. Choose a user name and password and also create a password reminder question and answer, in case you ever forget your password. Enter the address that you would like to use with your account, affirm that you have read the Electronic Access Agreement and then click Submit Form. 4. You will receive a message that your registration was submitted successfully. Page 12 of 47

13 5. Check your for a message from Sterling Health Services and click the link provided to confirm your address. 6. Once confirmed, you may log in with your user name and password at IF YOU RECEIVED YOUR WELCOME LETTER BY 1. Click on the link provided in your Welcome Letter This will take you to the registration page (pictured above) which will be pre-populated with your account number. Enter your social security number and date of birth. Choose a user name and password as well as a password reminder question and answer, in case you ever forget your password. Click Submit Form. 3. You will receive a message that your registration was completed successfully and you may log in with your user name and password at Page 13 of 47

14 INDIVIDUAL ENROLLMENT If you are not associated with an employer group and want to sign up for a health savings account, please enroll by going here and click on Sign Up Now as shown below. 1. Complete the following modules as they apply to you: Personal Information Health Plan Information HSA Account Options Sign up for Online Access Dependent Information (Optional) Beneficiary Information (Optional) Important Information About Electronic Records and Your Health Savings Account Note: Fields with asterisks are required. Page 14 of 47

15 2. Once you ve reviewed your information in each module and read the documents associated with establishing your account, check the box acknowledging acceptance of the terms. 3. Click and a confirmation screen will appear after form submission. 4. Check your . You will receive an Account Enrollment Confirmation from Sterling Administation. 5. Once received, please click the link in your to confirm your registation. Your confirmation must be completed before access your account online is granted. 6. Congratulations! You ve completed the online enrollment process. Page 15 of 47

16 SECURITY ENHANCEMENTS Due to a large increase in malicious activities on the Internet, we have adopted the security key approach to add additional layers to protect your account. Three security questions, one phrase, and one image are required for all new and existing accounts. The setup process and new login procedure are listed below. Note: For additional information on security key, please read the 'Security Enhancement FAQs' section. Page 16 of 47

17 SETUP SECURITY ENHANCEMENTS EXISTING USER 1. Go to then enter your username. 2. After clicking "Sign In", you will be taken to our Security Enhancement setup. You can either setup immediately by clicking 'Yes' or skip it by clicking 'Not Now'. If you decide to skip it, you have 30 days to complete the setup. After 30 days, the option to skip will not be available. Page 17 of 47

18 3. Select three security questions, enter your answer for each of them, and then click 'Continue'. Page 18 of 47

19 4. Enter a security phrase. 5. Select a security image by clicking on the radio button next to it, and then click 'Continue'. Page 19 of 47

20 6. Enter your previously created password then click 'Sign In'. Your setup process will be completed once you are logged in. Page 20 of 47

21 NEW USER (ENROLLED BY EMPLOYER OR SELF) 1. Go to then enter your username. 2. Select three security questions and enter your answer for each of them, then click 'Continue'. Page 21 of 47

22 3. Enter a security phrase. 4. Select a security image by clicking on the radio button next to it, and then click 'Continue'. Page 22 of 47

23 5. Enter your previously created password then click 'Sign In'. Your setup process will be completed once you are logged in. Page 23 of 47

24 LOGIN AFTER SECURITY ENHANCEMENT SETUP 1. Go to then enter your username. 2. As part of the login, you will be prompted to answer one of three security questions. If you answer incorrectly three times, your account will be locked and you will need to contact customer service for assistance. These questions are randomly selected at each login. 3. If you are accessing the site from a secure personal computer, you can click the checkbox 'Remember this computer' to allow you to skip the security questions on future logins. Note: If you happen to clear the brower's cache, you have to check the box 'Remember this computer' again. Page 24 of 47

25 4. Verify your security phrase and image. If you do not recognize the selected phrase and image, please contact Sterling Health Services Administration with this possible security issue. 5. Enter your password if you recognize the security phrase and image then click 'Sign In'. 6. You will be successfully logged in after entering the correct password. You can now manage your account online. Page 25 of 47

26 MAKING CHANGES TO SECURITY ENHANCEMENTS To make changes to security enhancements, please navigate to 'User Profile' then 'Manage Security' sub tab. Select the option to change as you wish. Page 26 of 47

27 1. What is a security key? SECURITY ENHANCEMENT FAQS The security key is a feature that provides extra layer of protection for your online account with Sterling Health Services Administration. It comprises of three parts: three challenge questions, a security image, and a security phrase. All three parts work in unison to prevent unauthorized access to your account and logging in to a fraudulent website. 2. Does the security key use cookie? Yes, only when you click on 'Remember this computer' in the security question page during your login session. The cookie will then reside in your computer so it can be recognized by our server every time you login. You don't have to answer security questions from then on from your computer with that cookie. 3. If my password was breached, can someone access my account with it? A security question will be prompted when someone tries to log in to your account from another computer. The security answer must be entered correctly before the password can be entered. Therefore, it will be very difficult for anyone other than yourself to login even if they have your password. 4. Can I share my device with someone else with a Sterling Health Services Administration account? Multiple users can access their Sterling accounts from the same computer or device. Please be careful not to expose your login information in order to protect your account. 5. Where can I change the three challenge questions, image, and phrase? You can make the changes by clicking on the 'User Profile' tab then select the specific button listed to make the changes. 6. What is the fee for this security feature? There is no fee. We have adopted this feature to better protect your account. Page 27 of 47

28 YOUR ACCOUNT PAGES PORTFOLIO If you have multiple account types with us, the first page that you see upon logging in is your portfolio. This is a brief glance at all of your accounts. Click on any account type to view more details and submit claims. ACCOUNT SUMMARY This is your account overview. It briefly displays your account balances, contributions and claims activity year to date as well as your debit card transactions. CONTRIBUTIONS This page is an overview of the contributions that have been applied to your HSA account. These will either be from your own contributions or that of your employer and will be indicated as such. If you wish to make a contribution, please see the section entitled Make a Contribution. DISBURSEMENT There are 5 options in Disbursement: New Disbursement, View Disbursement, EOB, Manage Payees and Archive Documents. See the Disbursement section for more detailed information. ADD/UPDATE BANK ACCOUNTS You may have multiple bank accounts associated with your HSA account. When making a contribution online, you will select from one of these accounts. You may add, remove or edit accounts as necessary. See the section entitled Managing Bank Accounts for more details. ACTIVITY STATEMENT Your Activity Statement is a detailed view of your account activity for the period you select. You may choose your desired time period from the drop-down list at the top of the page and the information will automatically load. USER PROFILE Your user profile is where you may update your name, address, phone number or address as well as change the password on your online account. Service fees can be changed according to your company plan setup. Health plan information is required to be completed with your insurance carrier s name, plan effective date, and plan type (coverage tier). The options for plan type are: single, family, employee + spouse, employee + child, and employee + children. This page also lists the debit cards associated with your account and close or open debit cards. Note: If your debit card is lost or stolen, call Sterling customer service at to report it. BENEFICIARIES This is a view-only list of the beneficiaries that you have designated on your HSA account. Changes require a signature and can be submitted with a Beneficiary Change form. DEPENDENTS Page 28 of 47

29 Here, you may view, remove or add dependents associated with your HSA account. Proper social security numbers and dates of birth are required. Note: Debit cards are allowed only for dependents 10 years of age or older. CONNECT TO MY HEALTH PLAN With Sterling Administration Carrier Integration, you can connect your health plan explanation of benefits (EOBs) with your HSA, HRA or FSA account for an online, single-source view of medical claims and to make payments or reimburse yourself using funds available in your Sterling account. Depending upon your account type, health plan insurance carrier, and your employer's decision to "opt-in" to the service, you will automatically have access for no additional cost to you. If the service is available, you'll see "Connect to My Health Plan" in the menu options after you log into your Sterling account. Just follow the simple steps to set up the connection to your health plan EOB information. Remember that the connection is established using your health plan carrier login information (username and password) that you set up with your health plan carrier. This is not the same as your Sterling account login username and password. For more detailed information and instructions, please click on the link below then download Carrier Integration Subscriber Guide: MANAGE MY HEALTH PLAN CONNECTION After your health plan insurance EOB connection is established, you can go to the menu option "Manage My Health Plan Connection" to update your health plan login information (if you change it through your health plan carrier), or cancel the EOB connection to your Sterling HSA, HRA or FSA account. For more detailed information and instructions, please click on the link below then download Carrier Integration Subscriber Guide: MAKE A CONTRIBUTION To make a contribution to your HSA account, you may send a check to our office or you may submit an ACH transaction online. If you do not already have a bank account associated with your HSA account, visit the section Managing Bank Accounts before continuing here. 1. Click Contributions on the menu on the left hand side. 2. Fill out the form on this page. 3. Description will usually be Regular Contribution. See below for an explanation for the other types of contributions you may be able to make. 4. The Service Fee amount is option this amount will go into your Fee Bucket and will only be used to pay initial set up fees or monthly administration fees. 5. You may future date a contribution but you may not back date them. Contributions are deducted directly from the bank account indicated and take 3-4 days to process. Funds will be available to you on the fourth day, unless there is a problem with the contribution transaction. Page 29 of 47

30 CONTRIBUTION TYPES Initial Contribution If your account does not yet have funds, you will have this option to let us know that this is your first contribution to the account. Regular Contributions Most contribution types will fall in this category. This type accumulates each year and is reported to the IRS at the end of the tax year. Prior Year Contribution This option is available between January 1 st and April 15 th of each year. This will mark the contribution as intended for a previous year. Please contact customer service for a more indepth explanation of how this can affect your year-end tax situation. Roll-over Contribution If you are moving your HSA from another administrator to Sterling, you may use this option to tell us that this amount is from your old account. This will not affect your total contributions for the year, as it has already been accounted for in previous reporting. Catch-up Contribution If you are 55 years of age or older, you may make an additional $1,000 contribution each year. WHAT IS THE FEE BUCKET? The Fee Bucket was introduced in 2010 to allow accountholders to keep their monthly administration fees separated from their HSA contributions. You may make contributions to this account that will not be reported to the IRS. These funds will only be used to pay your initial set up fees and monthly administration fees. Funds in the Fee Bucket cannot be transferred to the HSA account to be used for medical expenses. DISBURSEMENT There are 5 options in Disbursement: New Disbursement, View Disbursement, EOB, Manage Payees and Archive Documents. NEW DISBURSEMENT There are three types of disbursements for an HSA account: Pay My Provider, Pay me By Check, and Pay me By Direct Deposit. Each type is outlined below: PAY MY PROVIDER Use this option if you have received a bill from your provider and would like Sterling to pay the provider directly using your HSA funds. 1. Click 'Disbursement' New Disbursement select 'Pay My Provider'. 2. Leave the defaulted date or select a future date. You cannot use the current or past date. 3. Click "Continue". Page 30 of 47

31 4. Select an Existing Payee or add a New Payee by filling in the required fields. 5. Click 'Continue'. Page 31 of 47

32 6. Fill in the disbursement details: Service Start - Date you have received the service. Service End - Date your service ended. Description of Service - A brief description of the service you have received. Medical Code - Select the relevant scroll down code. Amount - Amount requested to be paid. Patient's Name - Name of the person who received the service. 7. Checkmark the terms and conditions box. 8. Click 'Continue'. Page 32 of 47

33 9. Review the disbursement and make sure the information you have filled in is correct. If not, then click 'Edit Disbursement' to edit. 10. Click 'Continue' when done. Page 33 of 47

34 11. Upload document(s) by 'Choose File' then click 'Submit Disbursement'. 12. The confirmation page is shown below: Note: Sterling Health Services Administration offers EOB review for claims that are submitted through our office. An experience claims adjudicator will review the documentation that you provide, looking for appropriate charges and areas where you may be entitled to discounts. If you submit your Provider Payment through the website, this step will be bypassed. Page 34 of 47

35 PAY ME BY CHECK Use this option to get reimbursed with a check for a qualified expense that you have already paid. 1. Click 'Disbursement' New Disbursement select 'Pay me By Check'. 2. Leave the defaulted date or select a future date. You cannot use the current or past date. 3. Click "Continue". 4. Confirm that your defaulted address is correct. If not, then change it in your 'Profile' left navigation tab. 5. If correct, click 'Continue'. Page 35 of 47

36 6. Fill in the disbursement details: Service Start - Date you have received the service. Service End - Date your service ended. Description of Service - A brief description of the service you have received. Medical Code - Select the relevant scroll down code. Amount - Amount requested to be paid. Patient's Name - Name of the person who received the service. 7. Checkmark the terms and conditions box. 8. Click 'Continue'. Page 36 of 47

37 9. Review the disbursement and make sure the information you have filled in is correct. If not, then click 'Edit Disbursement' to edit. 10. Click 'Continue' when done. Page 37 of 47

38 11. Upload document(s) 'Choose File' then click 'Submit Disbursement'. 12. The confirmation page is shown below: Page 38 of 47

39 PAY ME BY DIRECT DEPOSIT Use this option to get reimbursed via Direct Deposit for a qualified expense that you have already paid. 1. Click 'Disbursement' New Disbursement select 'Pay me By Direct Deposit'. 2. Leave the default date or select a future date. You cannot use the current or past date. 3. Click "Continue". 4. Select an existing bank or add a new bank. 5. Click 'Continue' after the selection. Page 39 of 47

40 6. Fill in the disbursement details: Service Start - Date you have received the service. Service End - Date your service ended. Description of Service - A brief description of the service you have received. Medical Code - Select the relevant scroll down code. Amount - Amount requested to be paid. Patient's Name - Name of the person who received the service. 7. Checkmark the terms and conditions box. 8. Click 'Continue'. Page 40 of 47

41 9. Review the disbursement and make sure the information you have filled in is correct. If not, then click 'Edit Disbursement' to edit. 10. Click 'Continue' when done. Page 41 of 47

42 11. Upload document(s) by 'Choose File' then click 'Submit Disbursement'. 12. The confirmation page is shown below: Page 42 of 47

43 VIEW DISBURSEMENT You can search for any of your disbursements by setting your search parameters and click on 'Search'. All the disbursements you see on the main search page are within 90 days of your transactions. Page 43 of 47

44 MANAGE PAYEES You can add a payee or remove a payee on this page: Page 44 of 47

45 ARCHIVE DOCUMENTS You can upload all your healthcare related documents on this page to keep as records: MANAGING BANK ACCOUNTS You may have multiple bank accounts associated with your HSA account. These are accounts that you will instruct Sterling to debit in order to contribute to your personal HSA account. TO ADD A NEW ACCOUNT 1. Go to Add/Edit Bank Accounts 2. Click Add New Bank Account 3. A form will appear on the page. Fill this out with your banking information and click Save. Page 45 of 47

46 TO REMOVE AN EXISTING ACCOUNT 1. Go to Add/Edit Bank Accounts 2. Check the box in the row of the account you would like to remove and click Save TO EDIT AN EXISTING ACCOUNT 1. Go to Add/Edit Bank Accounts 2. Click the Edit icon in the row of the account you would like to edit. 3. A form will appear below with the account information. 4. Make the necessary changes and click Save. USER LOGIN You are allowed three (3) invalid login attempts before your account is temporarily suspended for 30 minutes. After 30 minutes you can attempt to login again. If you have forgotten your User Name or Password the system will permit you to recover them. FORGOT YOUR PASSWORD 1. Forgot your password link can only be accessed after you enter in your username and answer the correct security question. 2. Type in your user name. 3. A prompt will appear to request a password answer to your password reminder you had created during registration. 4. Click Submit. The system will send you a password recovery with a link to reset your password. Page 46 of 47

47 FORGOT YOUR USER NAME 1. Click Forgot your Username 2. You will be prompt to enter in your SSN/EIN/Broker License, Address and Account Type. 3. Click Submit. The system will send you a username recovery containing your username. Page 47 of 47

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