Troubleshooting Desk Aids Tutorial Foundational Training V1.0
Lesson Agenda Section 1: How to Navigate Section 2: Overview Section 3: For Brokers and Assisters Section 4: For Customer Support Center Conclusion Course Summary 5 minutes 5 minutes 25 minutes 25 minutes 10 minutes 5 mins 2
Lesson Learning Objectives Upon completing this lesson, you will be able to: Understand the Troubleshooting Desk Aids available to you and what is included within them Understand how to use them quickly and efficiently 3
How to Navigate Troubleshooting Desk Aids
Searching the Desk Aids 5
There are Two Recommended Ways to Conduct a Search Method 1: Familiarize yourself with the Table of Contents TOC is organized in order by page All page names are jump-to links Method 2: Search Function Use the Control+F function on your keyboard Search using common HPF key words E.g., Household Income 6
Overview Troubleshooting Desk Aids
The Desk Aid Is Your First Source for Information Definition: Self-service reference manual for troubleshooting issues and errors in Washington Healthplanfinder. Things you will find in the Desk Aid: Triage pathways Resolution processes Screenshots and screen flows Escalations and high-level policies related to issues and errors commonly encountered 8
The Desk Aids Assisters / Brokers Purpose Customer Support Center Reference guide to provide resolution for system-related issues with customers Certified Assisters, Brokers, Tribal Assisters, HCA Community Partners Real-time use when on calls with customers to help expedite resolution. Target Audience Use Customer Service Representatives Real-time use when on calls with customers to help expedite resolution 9
Why Use the Troubleshooting Desk Aids? What is the policy for this issue? How do I escalate this issue? What does this error mean? How do I resolve this issue? Where can I find the screenshots or screen flow I need? 10
The Desk Aids are Living Documents Desk Aids are Updated Regularly 1. Locate the Desk Aid on the SharePoint site 2. Click on the title to open it in your browser 3. Once the file has opened, use the Table of Contents navigation to access all sections Desk Aids will be updated weekly, if there are necessary updates to be made. 11
Brokers and Assisters Troubleshooting Desk Aids
Where to Find The Desk Aid For Certified Assisters: Christine Brown Navigator Training and Certification Manager For Brokers: Shaina Mittlestead HPF Business Senior Program Specialist For Tribal Assisters: Sheryl Lowe HBE Tribal Specialist For HCA Community Karin Kramer Partners: Health Care Authority For WAHBE Staff Randi Schaff Readiness and Training 13
Brokers and Assisters: How it s Organized Section 1: Errors About You Page Add Household Members Eligibility Results Page Change Reporting Troubleshooting Desk Aid for Brokers and Assisters 14
Brokers and Assisters: How it s Organized (cont.) Section 2: Incorrect Invoice information Incorrect Invoices Troubleshooting Desk Aid for Brokers and Assisters 15
Brokers and Assisters: How it s Organized (cont.) Sections 3 & 4: How to Log Zendesk Tickets & Unresolved Errors Logging a Zendesk Ticket Bulletin of Unresolved Errors Troubleshooting Desk Aid for Brokers and Assisters 16
Demo Practice Session Walk Through Troubleshooting Desk Aid for Brokers and Assisters 17
Knowledge Check Where can you find a copy of the Desk Aid? For Certified Assisters: For Brokers: For Tribal Assisters: For HCA Community Partners: For WAHBE Staff: Christine Brown Shaina Mittlestead Sheryl Lowe Karin Kramer Randi Schaff What are 4 things I can find in the Desk Aid? 1. Error resolutions 2. Incorrect invoice information 3. How to log a Zendesk ticket 4. Bulletin of unresolved errors 18
Practice Exercise Scenario 1 Scenario: An In Person Assister is meeting with John, who is applying for Washington Apple Health. John s daughter, Evelyn is a tax dependent and was born in 1995. During the application process, an error comes up that says, Separate Application is needed. What is the reason for this error? Evelyn is over 19 What is the proper procedure for applying? 1. On the original Primary Applicant s application, indicate Not seeking coverage for the child. (You may have to report a change on the application.) Although the child was denied, they will still show as seeking coverage. If this is not updated, there will be a person ID matching error when trying to create a new application for the child. 2. Create a new application for the 19 + year old child. 3 On the 19 + year olds app: add primary tax filer, tax filer spouse, and all additional dependents, but indicate not seeking coverage for these household members. 3. Complete and submit application. Who is allowed to submit the application? Both John and Evelyn must be present (on the phone) 19
Questions 20
Customer Support Center Troubleshooting Desk Aids
Where to Find The Desk Aid Locate the Desk Aid on the SharePoint site Click on the title to open it in your browser Once the file has opened, use the Table of Contents navigation to access all sections 22
Customer Support Center: How it s Organized Section 1: pages within HPF Security Issue #1 Account Creation User cannot update application About You Pages Troubleshooting Desk Aid for Customer Support Center 23
Customer Support Center: How it s Organized (cont.) Section 2: Errors The application a date was entered in the future An individual has indicated that they are pregnant with gender being male There is not member record for the Primary Exchange ID Troubleshooting Desk Aid for Customer Support Center 24
Customer Support Center: How it s Organized (cont.) Section 3: Standard Functionality Identify the owner of the issue as well as who will be informed What a customer should have seen based on the action performed Troubleshooting Desk Aid for Customer Support Center 25
Knowledge Check Practice Session Walk Through Troubleshooting Desk Aid for Customer Support Center 26
Knowledge Check Where can you find a copy of the Desk Aid? Customer Support Center SharePoint! A customer has Error Message Code 3031 showing. After opening up your Desk Aid, how do you find the error code? Locate the error code within the Table of Contents Click on the correct Error code within the Table of Contents Follow the prompts to resolve the error 27
Practice Exercise Scenario 2 Scenario: Jeffrey is applying for healthcare and when trying to submit his application receives error #3024: We are Unable to Process your application. Please contact customer service at 1-855-WAFINDER (1-855-923-4633) between the hours of 7:30AM and 8PM for help completing your application. What are the correct steps to resolve this error? 1. Go through the customer s application. On the Primary Applicant s Taxes page and the Add Household Members Page, ensure that the Tax Filing Status is present for all individuals for the current year 2. Resubmit the application If the error keeps occurring, what is the proper escalation? 1. Explain next steps to the customer 2. Record the customer s information as per SOP in CRM 3. Close the call and do not log a Zendesk Ticket 28
Questions 29
Course Summary
Review and Summary Summary of Learning Objectives: Understand the Troubleshooting Desk Aids available to you and what is included within them Understand how to use them quickly and efficiently 31
Course Evaluation Please complete the course evaluation and turn it in to your instructor. 32
Congratulations! You have completed the Troubleshooting Desk Aids Tutorial! Thank you! 33