F O R M F I R E U N I V E R S I TY FormFire Broker Guides and Training Videos FormFire Broker Guides Welcome and Introduction Guide - Click to view 1. New Broker Setup Guide - Click to view 2. Adding Clients Guide - Click to view 3. Open Enrollment Guide (Re-setting Renewals) - Click to view 4. Employee Maintenance Guide - Click to view 5. Output Guide Applications, Forms, Reports - Click to view 6. Advanced Notifications Guide - Click to view 7. HR Features Guide - Click to view 8. Marketing Guide - Click to view 9. Presenting FormFire to your Clients - Click to view 10. Brokers Most Common Question Guide - Click to view Click on Title of Video to View 1. New Broker Setup 2. Adding Clients 3. Open Enrollment - Resetting/Renewals 4. Employee Maintenance (Series of Smaller Videos) FormFire Training Videos (Coming Soon) 4a Add Individual Employee 4b. Deleting Employee 4c. Terminating Employee 4d. View Employee Status 4e. View Employee List 4f. View Employee Application 4g. View Employee Summary 4h. View Employee Error Check (Scrubber) 4i. Reset Employee Password 4j. Unlock Employee Account 4k. Administer User Function 4l. View or Modify Basic Employee Information 4m. Changing User Type 4n. View Employee s Signature 4o. Move Employee Record 5. Output Video Applications, Forms, Reports (Series of Smaller Videos) 5a. Employee Medical Forms (Applications) 5b. Employer Medical Forms (Employer Application) 5d. Welcome Letters 5e. Generate Census 5f. Reports 6. Advanced Notifications 7. HR Features 8. Marketing Guide 9. Broker Most Common Questions 10. Employee Interview Process 11. Presenting FormFire to your Clients 5c. Ancillary Applications and Individual Health Applications
Welcome and Introduction Guide Hello and Welcome to FormFire! We are very pleased to have you as our customer and we know that you are very eager to get started taking advantage of the many great benefits that FormFire will bring to your agency! We would like to take a few minutes and go over the FormFire layout and the training process. System Layout: Formfire has 2 main login pages: 1. The Employee Login Page 2. The Administration Login Page 1. The employee login page is where everyone begins (even our brokers) you will create an account then complete the personal interview process. For security purposes we must have every individual that logs onto FormFire create and use their own accounts. Do not share your usernames and passwords. The employee section is better known as the Interview Process and is comprised of 3 parts: a. Getting Started Guide explains how to navigate through the system, what data they will need to enter. a. Enrollment Process is where we collect the data in a very easy streamlined process b. Survey at the end gives the employee the opportunity to tell us about their experiences. System Layout 2. The administration login page will take you to the broker portal where you will setup groups; perform any maintenance items on groups or employees, run reports and much more. When you first log onto the broker portal you get to choose your home page, or the page that you would like to see first every time you log on. There are 3 separate views: a. System Notifications View - Allows a broker to stay informed about any new enhancements made to the system. That way you sure not to miss out on new items when released. b. My Dashboard View - Allows a broker to get a quick snapshot of what's going on with your clients. You can view a list of your Client s and their current status. You are able to see if any new EE s were added to a group. You can see a list of the Forms (Applications) that you have sent to the carriers. And you can see which groups are coming up for Renewal c. Client List View- If you choose you can bypass the other pages and come directly to your list of clients. The System Notifications View and My Dashboard View are both still accessible from the Admin Menu This concludes the introduction to FormFire. You are now ready to begin with the next section of the broker manual New Broker Setup Guide. #0 Welcome and Introduction (02.20.11) 1
Section 1. New Broker Setup Guide This section describes the 4 main items a new broker will want to do or review in preparation for using the FormFire software. 1 st - You will need to select a System Administrator This person is responsible for setting up the user level access of agency employees on the system. 2 nd - Setup Underwriter Contacts Is helpful to have them pre-loaded but not mandatory prior to sending applications to carriers. 3 rd - Setup Notifications FormFire will email you when certain activities take place on a group or individual. 4 th - Review Current Applications You may want to verify that we have your state and group size application on the system. Your agency has been setup in the same manner that you will setup your clients. For security/tracking reasons all users of FormFire should enter the system as an employee and create their own PERSONAL INTERVIEW RECORD. This process will prove to be helpful to them when working with your groups. ITEMS TO DO: Step 1: Go to WWW.FORMFIRE.COM Click on SIGN UP Enter EMPLOYER CODE and click NEXT to create your account. SYSTEM ADMIN Sign Up to Create Account Note: The Employer Code would have been sent via email to the designated admin on the system. Step 2: Call FormFire Support @ 866-448-2302 to request special System Administrator access. This is a required user level access to enter the Broker Section of the system and administer client information. The System Administration Link will appear at the top of the employee interview home page in which you created in step 1. Click on System Administration link You may want to Bookmark this page to bypass logging into the employee side first and come directly to the admin login. Username and Password is the same that you use on the employee interview site. Determine User Types For Agency Staff BROKER PERSONNEL STANDARD USERS USER TYPES CUSTOMER SERVICE ACCOUNT H.R EMPLOYEE ADMIN REP. EXECUTIVE MANAGER COMPLETE OWN ENROLLMENT ADD CLIENTS/GROUPS CAN VIEW/CHANGE ALL CLIENTS CLIENT ACCESS IS LIMITED TO ONLY PRE-ASSIGNED GROUPS PRE-LOAD EMPLOYEES CAN ACCESS ADMINSTER USER #1 - New Broker Setup Guide (02.25.11) 1
Step 3: Distribute the employer code mentioned in Step 1 above to the benefits team members that will need access to the Broker Section of the system. Distribute ER Code and Assign User Types Setup Underwriter Contacts ALL AGENCY EMPLOYEE S NEED TO DO THIS STEP Step 4: After employees have signed on and created their personal interview accounts the System Administrator will need to access each employee and assign them the appropriate access level so they can have access to the broker section as well: Click on Agency Name Click on View Employee List Click on the Employees Name Click on Administer User Select User Type based on chart above and SAVE. Step 5: You may want to build your carrier contact list so that when your group applications are ready to send to the carriers you will be able to select the contact quickly from a list. The applications are sent as a password encrypted attachment via an email. You will need to create a password for each carrier and then advise them of the password. These emails are sent from Formfire on your behalf so the carriers will respond to YOUR email with concerns, questions and the final rates. Click on Underwriters Click on Add Underwriter Complete the Screen (try to setup a standard pattern for the passwords)- SAVE Note: Use Other/No Carrier if carrier is not in the list and (also) add the companies name in the First Name field i.e. Betty (ALLSAVERS) Step 6: After you have added all of the carrier contacts send out emails telling them that they will be receiving PASSWORD protected information from you and the password will whatever you chose it to be when setting them up. Setup Notifications ALL AGENCY EMPLOYEE S NEED TO DO THIS STEP Step 7: FormFire has the ability to send each agency user an important email notification about the status of a group or individual employee that reaches a certain milestone. After you logon the Admin Menu is displayed on the left side. Click on Notifications and Account Setup Check any or all notifications that you wish to turn on and SAVE Note: Click TRY IT to have a sample of the email notification sent to your email Some samples are: - A client completes enrollment (ready to be sent out for quoting) - A new user (employee) has completed & signed application OUTSIDE the enrollment period. Usually a NEW HIRE and broker will need to forward app. To the enrollment department! MUST MAKE SURE group enrollment is CLOSED! Review Current Applications Step 8: You may want to take a look at the existing list of carrier s applications. If you notice a carrier that is NOT on the system you will want to send the most current version of the PDF file over to support@formfire.com to see if we can accommodate the form. The best time to realize we may not have a particular application is before you tell the group we do! Click on Agency Name Click on View /Download Forms Click on Select a form type Click on Employee Medical The list of currently available forms will display #1 - New Broker Setup Guide (02.25.11) 2
Section 2. Adding Clients Guide This section will explain all the steps necessary to add a client into the FormFire System. There are 4 Main Steps to Adding Clients: Step 1 = Add Client Record Step 2 = Send HR Welcome Information Step 3 = Selecting Carrier Forms (Applications) Step 4 = Pre-Load Employees or Not ITEMS TO DO: Adding Client Records The Clients Page is home base for an agent. The client s page will show you a list of all your clients organized either alphabetically by Clients Name, by the renewal dates, by the client status or by the employee status. Step 1: Adding the Client Record Click on ADD Client Enter the EMPLOYER INFORMATION: (MANDATORY) Name - Tax ID # - SIC # - Street City State Zip Enter the GROUP CONTACT-HR MANAGER (MANDATORY) Name Email - Phone Enter the ACCOUNT TEAM (IMPORTANT) Select Team Member 1 (Acct Exec) Team Member 2 (Acct Exec) Team Member 3 (Service Rep) NOTE: These team members and their contact information will default into the Welcome Letters that are sent to the groups and displayed to the employee if requested during their enrollment process. These individual team members will also receive the E-Mail Notifications that are set up under Notifications and Account Setups (see New Broker Setups Guide). Enter the GROUP SIZE (Eligible) / Enrollment Type Select the group size (2-50) (51-99) or (100+) Select the enrollment type new enrollment or open enrollment Enter ENROLLMENT INFORMATION Enrollment Start Date This is the date you want the employees to start the online process Check the box for Enrollment Open Enter the Renewal Date of the policy month and day only Select LINES OF COVERAGE Check the lines of coverage the group is being offered - based on selection the employees will have to choose to COVER or WAIVE each line of coverage. Select CUSTOM ENROLLMENT OPTIONS Display Conditions-This should ALWAYS be checked unless 100+ group and not subject to medical underwriting Employer Medical- Check to allow HR access complete Employer Application (if applicable) Require medical information when waiving required for certain carriers only. Require Beneficiaries usually mandatory if quoting Life coverage. The last 4 fields on this page are only APPLICABLE for SOLD GROUPS. GENERAL AGENCY enter the name of the GA that you are working with (if applicable) CARRIER REPRESENTATIVE for the GA Form Access (Pertains to the Sold Carrier) If a NEW HIRE is added by HR and completes the enrollment process after open enrollment is complete the broker will receive an email notification. (PROVIDING BROKER SETUP THIS FEATURE UNDER ADMIN NOTIFICATIONS AND SETUP) The email advises the broker that an enrollment has been completed Outside the Enrollment Period and will contain a link to the specific application as chosen by this field as the SOLD APP. Broker can then forward the application onto the enrollment department for processing. CLICK SAVE Do you want FormFire to send a Welcome Letter to the HR on your behalf? See next section (Sending Welcome Letters) #2 - Adding Clients Guide (01.04.11) 1
Step 2: After you click on SAVE Formfire will ask you if you wish to send a Welcome Letter to the Group Contact (HR Manager). Click YES or NO then you will be taken to STEP 3 Adding Carriers Forms Section below. You can send or re-send a welcome letter at any time (see Re-Sending below) Sending Welcome Information The information below explains the Important Role of the WELCOME LETTER to help you determine YES or NO above. It provides the HR detailed information about what the next steps are: a. How HR creates their OWN Personal Interview Account by clicking on the LINK in the letter. Using the link will automatically setup the HR and give her the necessary access to view the EMPLOYEE STATUS. Note: If the HR does not use the link and logs on just like the other employees she will have to contact the broker and the broker will have to give her the HR ACCESS. This must be done BEFORE HR will be able to perform any functions with employees. (SEE TOGGLE HR MANAGER IN MAINTAINING CLIENTS GUIDE) b. How to ADD, TERMINATE and MONITOR the employee s status. c. It contains the Employer Code that is necessary for employees to sign on. d. It contains an Employee Welcome letter for the HR to forward to all EE s. e. It contains FormFire s Privacy Policy around security, use, and disclosers of SSN s. f. It contains both the Broker s and FormFire s contact information. RE- SENDING WELCOME LETTERS Click Clients Click on the Clients Name Click Edit Client Details Click (Re)Send Welcome Letter or Welcome Back Letter (if renewing) VIEWING or DOWNLOADING a copy of the Welcome Letters that were sent: Click Clients Click the Clients Name Click Get Employer Forms Click on the drop down to select a form type Click on Welcome Letters Click the letter you want Click view forms or download forms Step 3: You will automatically be taken to the Employee Forms setup page. Here you should attach a copy of all the carriers that you plan on sending the group to for quoting. Click on Selected Forms Dropdown box, select by carrier, state and group size. REPEAT processes until all have been added click SAVE Selecting Carrier Forms Note: 1. There are specified carriers (Aetna / Anthem / Consumers Life / Coventry / Humana / MMO/ UHC) that require applicants to review their forms before signing. If attached FormFire presents the applicant with the opportunity to view the completed application prior to capturing their electronic signature. This is a mandatory step for carriers to fully accept FormFire's digital process. 2. There are also a few carriers that require SPOUSAL SIGNATURES, failure to attach these applications prior to groups enrollment may require certain individuals to re-log on and have spouse sign before the employee s status will change to complete. NOTE: To go back and view which forms have been attached to a group: Select the CLIENT click on the group Select EDIT CLIENT DETAILS Click on Setup Employee Forms #2 - Adding Clients Guide (01.04.11) 2
Step 4: The last step in adding a new client is to determine if you want to pre-load the employees into the system or not and what is the best method to do this. There are 3 ways to get employees into the system. 1. EMPLOYEE loads themselves by following instructions on the EE Welcome Letter. EE will go to WWW.FORMFIRE.COM Click on SIGN UP Enter EMPLOYER CODE and click NEXT to create their account. The employee then enters First Name, Last Name, Email and SSN #-click NEXT The employee creates username and password of choice and completes the interview process. NOTE: This method requires the least amount of work by the broker or HR. The HR only needs to forward the Employee Welcome Letter. It does have a couple of disadvantages. Disadvantages: a) System will not have a pre-loaded list of EE s. Therefore, broker CANNOT take advantage of the Automatic Email Notification when the group has completed enrollment and is ready to be sent to the carrier. b) Because there is no indication of the number of employees needed to complete the enrollment process the broker must manually compare the employee s status to a paper census to ensure NO EMPLOYEE GETS LEFT OUT OF THE ENROLLMENT PROCESS. 2. HR will load the list of employees HR clicks on EMPLOYER MENU then EMPLOYEE STATUS HR clicks on LOAD CENSUS HR enters last 4 digits of SSN, Last Name, First Name, Date of Birth and SAVE Pre-Loading Employees or Not NOTE: Employee names will appear on the View EE status list with a status of No Account. Broker CAN take advantage of Email Notification when group is complete because the system has a list of pre-defined employee s. Disadvantages: a) The HR has ability to only enter employees ONE at a time. HR does not have ability to upload a census file at this time. However the HR can send spreadsheet to Broker and they can upload it for them. 3. BROKER has the ability to load the employees via 2 different ways; Broker loads the employee basic information Click on CLIENT Click on VIEW EMPLOYEE STATUS Click on ADD EMPLOYEES (TYPE) enter number of EE s needed to be input Enter last 4 digits of SSN, Last Name, First Name, Date of Birth REPEAT then SAVE NOTE: Employee names will appear on the View EE status list with a status of No Account. Broker CAN take advantage of Email Notification when group is complete because system has a list of EE s Broker uploads a Pre-loaded excel file Click on CLIENT Click on VIEW EMPLOYEE STATUS Click on UPLOAD NEW CENSUS FILE Click on Browse to locate the saved excel file (must be.csv format) Click Upload Selected file Click on Apply Census Data List of Employees will display NOTE: It is possible that a duplicate record may appear if the employee WAIVES then they enter a different SSN than what is uploaded on this spreadsheet. The duplicate account can easily be deleted as it will have the NO ACCOUNT status. #2 - Adding Clients Guide (01.04.11) 3
Section 3. Open Enrollment Guide (Resetting/Renewals) This section will explain all the steps necessary to renew or reset the open enrollment period for a client already in the FormFire System. Steps 1 3 listed below are OPTIONAL if you feel the group s information has been kept up-to-date throughout the year proceed to Step 4. Step 1 = Verify the Client s Record is correct Step 2 = Verify the correct Carrier Forms are attached Step 3 = Verify the Employee List is accurate Add/Terms and Emails Step 4 = Change Enrollment date to Begin the Enrollment Period ITEMS TO DO: Update Client Record Step 1: Update the Client Record Click on the Clients Name Click on the Edit Client Details Verify following items are correct for renewal term: Group Contact Information and Agency Account team still the same ENROLLMENT INFORMATION - DO NOT CHANGE ENROLLMENT START DATE from this page we will do that in STEP 4 after updates have been made. LINES OF COVERAGE offering any new coverage s? Click SAVE Update Carrier Forms Step 2: Review the Carrier Forms Click Clients Click on the Clients Name Click Edit Client Details Click Setup Employee Forms Add or delete carriers as necessary Click the Save Note: There are specified carriers (Aetna / Anthem / Consumers Life / Coventry / Humana / MMO/ UHC) that require applicants to review their forms before signing. If attached FormFire presents the applicant with the opportunity to view the completed application prior to capturing their electronic signature. This is a mandatory step for carriers to fully accept FormFire's digital process. There are also a few carriers that require SPOUSAL SIGNATURES, failure to attach these applications prior to groups enrollment may require certain individuals to re-log on and have spouse sign before the employee s status will change to complete. Step 3: Review and Update the Employee List You or the HR will need to update the List of Employees by terminating or adding as necessary. Update Employee List Click Clients Click on the Clients Name Click View Employee Status To Delete Employee Click on Terminate Employee (if employee has an account) OR Click on Delete Record (if employee has not created the account yet) To Add New Employee Click on Add Employees (Type) Enter Number of New employees to add Complete Table and SAVE #3 -Open Enrollment Guide Resetting Renewals (01.04.11) 1
Step 4: This is the most important step as it starts the Open Enrollment Period. Not only does it change the Enrollment start date is also changes all the employees Status Flags from COMPLETE back to NOT STARTED. This allows for tracking of employees status for the current open enrollment term. Steps 1 3 listed above are OPTIONAL if you feel the group s information has been kept up-to-date throughout the year proceed to Step 4. Begin The Open Enrollment Process Proceed to Open Enrollment process below: Click Clients Click on the Clients Name Click on Begin Open Enrollment Check the box to Set the Groups Start Date to the current date Check the box to Email the HR the instructions Check the box to Email each Employee the instructions Check the box to Download a Copy of the ER and EE instructions if you would like to send separately. You may check any or all of the options as necessary. NOTES: The email instructions that go out to the HR person and each employee are customized per individual and have direct links to password resets to make the process as simple as possible. Should you wish to deliver hard copy instructions instead, they are customized per the group as always, but will not be employee-specific. Once the HR and the Employees receive the instruction sheets they will return to the FormFire Website to logon and update their information as needed. If you want to change the enrollment start date to something different after you have followed this process just go Edit Client Details and change it there. #3 -Open Enrollment Guide Resetting Renewals (01.04.11) 2
Section 4. Employee Maintenance Guide This section will explain all the functions and issues you may encounter when working with the individual employees. ITEMS TO DO: There are several methods to add individual employees into the system: 1. Employee adds themself by using the Employer Code as stated in Welcome Letter 2. HR can add Employee: Click on EMPLOYER MENU then EMPLOYEE STATUS LOAD CENSUS -enter last 4 digits of SSN, Last Name, First Name and Date of Birth SAVE and Send Welcome Letter to new employee. Add Employees 3. Broker can add Employee: Click on VIEW EMPLOYEE STATUS Click on ADD EMPLOYEES (TYPE) enter number of EE s needed to be input Enter last 4 digits of SSN, Last Name, First Name, Date of Birth REPEAT then SAVE NOTE: One of the many extra benefits of FormFire is that the Employees can be added anytime throughout the year. Follow steps below if adding NEW HIRES outside enrollment period. Adding Employees OUTSIDE enrollment period: (Enrollment Period is set under EDIT CLIENT DETAILS: begins with Start Date and ends with Renewal Date) Add the employee in one of the 3 methods described above Verify that the SOLD CARRIER APPLICATION has been attached to the group Click on Edit Client Details -under section FORM ACCESS -select application and SAVE Click on Notifications and Account Setup from the Broker Admin Menu Check the box Email Me When A User Signs OUTSIDE of their Enrollment Period This will ensure that the broker is made aware of all new hires. Broker can then EMAIL the employee application onto the necessary carrier enrollment department to get the employee added to group s policy. There is a difference between DELETING an employee and TERMINATING an employee. - Deleting removes employee from the brokers system. The employee can only be brought back by Formfire Support and only if they had logged on and created an account. - Terminating moves employee from current group into the INDIVIDUAL section of the system. All terminated employees are accessible by the broker and can be placed back into that group or another group if necessary. (SEE TERMINATING SECTION BELOW) Delete Employees To Delete Employee that has NEVER signed on: Click on VIEW EMPLOYEE STATUS Click on Delete Record To Delete Employee that has signed on: Click on VIEW EMPLOYEE LIST Click on Administer User Click on Terminate Employee (remove EE from Group-makes EE an Individual / broker can bring EE back if terminated in error OR broker can MOVE EE from Individual List to another group/employer) or Click on Delete Employee (remove EE from group and brokers system- broker can t bring back) #4 - Employee Maintenance Guide (01.04.11) 1
There is a difference between DELETING an employee and TERMINATING an employee. Terminate Employees - - Deleting removes employee from the brokers system. The employee can only be brought back by Formfire Support and only if they had logged on and created an account. - Terminating moves employee from current group into the INDIVIDUAL section of the system. All terminated employees are accessible by the broker and can be placed back into that group or another group if necessary. To Terminate Employee: Click on VIEW EMPLOYEE STATUS Click on Terminate Employee Click on Yes The purpose of View Employee Status is to display to the broker a list of employees and where the employees are in the enrollment process: Name Click on VIEW EMPLOYEE STATUS View Employee Status 1. NO ACCOUNT EE has never logged on since added by broker or HR. 2. UPDATING EE has logged on, started the enrollment process, but not finished yet. 3. COMPLETE EE has logged on, finished enrollment process, and SIGNED the application. 4. NOT STARTED means the group has been set to begin the OPEN ENROLLMENT or RENEWAL process and the employee STATUS FLAGS have been reset from Completed back to Not Started to allow broker tracking of the current enrollment period. NOTE: Employees that are added by using Add EE or Census Upload method will display on the View Employee Status immediately. If the group is going to add themselves via the Employer Code from the welcome letter the employee name will not show until they log on. The purpose of the View Employee List is to allow the broker to perform Maintenance tasks on the individual employees that have already logged on. An employee that has never been logged on (has not created an account) and therefore will not show on the view employee list. View Employee List (Use to perform Maintenance on EE s) From the VIEW EMPLOYEE LIST a broker can perform the following tasks; - View, Print or Save copies of employee s applications - View an employee summary and error check - Reset a Password for an employee - Unlock an employee account - Grant an employee HR Access - Terminate Employee - Delete Employee - Modify basic employee information such as User Name, Email, First Name, Last Name - Move the employees record to a different Company or Group - Change the User Type - View the employee s signature and date signed Each topic mentioned above is broken down into individual sections below and detailed instructions are provided. #4 - Employee Maintenance Guide (01.04.11) 2
Use this feature to view the employee s data populated on the application of your choice. View Employee Application Name Click on View Employee List Click on GET FORMS Click on SELECT and EMPLOYEE MEDICAL FORM Click on the application(s) Click on View Form (if you want to view or print) OR Click on Download Form (if you want to save on your PC and email) Click Here to VIEW Click RED X in upper right hand corner to close form NOTE: Always check the application status before sending to a carrier. The status of COMPLETE OR INCOMPLETE shows in upper right corner of the application. Use the VIEW EMPLOYEE SUMMARY feature to view employee s data. Any data the employee has entered will display even if the employee is not finished with the enrollment process. View Employees Summary Name Click on View Employee List Click on Employee Summary Printer friendly summary is available if you would need to print for any reason. Think of the Error Check as your SCRUBBER - the system reviews all the data and then assists the employee to enter the missing data. After all missing data has been verified they employee will be permitted to sign the application which completes the enrollment process. View Employee Error Check (SCRUBBER) If you have an employee that has not finished the enrollment process you may want to take a look at the Error Check Page. This information will help you if you need to provide guidance to the employee. Name Click on View Employee List Click on Employee Summary Click on Error Check (upper right corner) As a broker you may receive calls to reset a password for an employee. Please follow the 3 simple rules to comply with security procedures. Reset Employee Password Name Click on View Employee List Click on Reset Password VERIFY you are speaking with the employee directly and they are requesting the reset VERIFY the last 4 digits of the employees SSN VERIFY you have read disclaimer stating FormFire logs all password resets and that the employee will receive an email advising of the reset. After checking the boxes click NEXT Enter the password the employee would like or enter a temporary password and check the box to make the employee choose a new password when they login. Click SAVE #4 - Employee Maintenance Guide (01.04.11) 3
If an employee attempts to log on with the incorrect username/password combination too many times their account will be locked as a security measure and they will need to contact support to get unlocked. Unlock Employee Account Name Click on View Employee List Click on Lock/Unlock Account OK NOTE: You may want to proceed with the Reset Employee Password as described above or they may get locked out again. Administer User Function By using the Administer User function the broker has the ability to view or change some basic Employee Information such as: - User Name - Email Address - Company or Group they work for - First Name - Last Name - View the Social Security Number - Change the User Type - View the Digit Signature and date/time stamp Each topic mentioned above is broken down into individual sections below and detailed instructions are provided. View or Modify Basic Employees Information To View or change employee basic information: Name Click on View Employee List Click on Administer User Click on view or Change necessary field Click on SAVE Changing the User Type To change an employee s user type: Name Click on View Employee List Click on Administer User Click on USER TYPE Choices are Employee, HR Manager, Service Rep., Account Executive or Customer Admin. Click on SAVE NOTE: The choices for Customer Administrator, Account Executive and Service Rep. should only be used for agency staff members. There are 2 major differences between these three account types - ONLY a Customer Administrator has the ability to ADD CLIENTS on the system and can VIEW ALL clients. The Account Exec. (Producer) or Service Representative are limited to only working with clients that they are assigned as the TEAM MEMBERS on the Client Details Page. #4 - Employee Maintenance Guide (01.04.11) 4
View EE s Signature and Date/Time Stamp To view the digital signature on file: Name Click on View Employee List Click on Administer User If the employee HAS signed you will see the signature If the employee HAS NOT signed you will see NO Signature on File and should instruct the employee to log on and click on review and sign after signing their name click submit. Once the employee has signed the application they are marked as COMPLETE on the View Employee Status Page. When employees are terminated from groups they are placed into the Individual section of Formfire. The Individual Employees can be accessed by the broker providing the employee was terminated while under the current brokers account. Otherwise, the employee can call Formfire Support and they can move the employee to his new group/broker. Move Employee Record To move employee record: Click on Individuals from the admin menu Click on Administer User Click on Company drop down box and select the new company Click on SAVE Employee will now appear in the new group and can sign on and update employer info. #4 - Employee Maintenance Guide (01.04.11) 5
Section 5. Output Guide Applications, Forms, Reports This section will explain all the various ways a broker can access the data captured in Formfire and produce a desired output. Below is a list of currently available forms and reports: 1. Employee Medical Forms (EE Applications) 2. Employer Medical Forms (ER Applications) 3. Ancillary Insurance Forms 4. Individual Health Applications 5. Welcome Letters 6. Generate Census 7. Standard Reports Package 8. Enhanced Reports Package (For access and pricing, please contact your normal sales representative) Detailed instructions are provided below. ITEMS TO DO: Employee Medical Applications can be produced on demand at any point during the enrollment process, however, they are only beneficial to the carrier after all the employees have completed the enrollment process. To VIEW/PRINT a groups Completed Medical Forms: Name Click on View / Download Forms Click on SELECT and EMPLOYEE MEDICAL FORM Click on the application(s) Click on View Form Click Here to VIEW Forms will open and you can scroll down or use find to view applications Click on PRINTER ICON to PRINT APPLICATIONS Click RED X in upper right hand corner to close form Employee Medical Forms NOTE: Always check the application status before sending to a carrier. The status of COMPLETE OR INCOMPLETE shows in upper right corner of the application. To see which carrier applications are attached to a particular client and which applications the employees were asked to view before signing go to: Name Click on Edit Client Details Click on Setup Employee Forms The carriers that were attached will be displayed When all the employees in a group have reached the COMPLETED status the broker is going to want to send the forms to the carrier so they can obtain the quotes. There are basically 2 ways that a broker can send the forms to the carriers. 1. Send through the Formfire secure email system* OR 2. Download the forms to your computer and send them via your secure email program *Criteria for the group that must be met prior to sending to the carrier: Click on View Employee Status and verify every has Completed status All applications must have been signed with past 90 days If this criteria has been met then proceed below to instructions for sending applications to carriers. See detailed instructions below. #5 Output Applications, Forms, Reports (01.04.11) 1
Sending Employee Medical Forms To SEND FORMS to the CARRIERS using Formfire: Name Click on Send Forms Click on Submission Type PRESCREEN Click on Carrier to Select the first carrier Click on Form to Select the correct application by state and group size Click on Underwriter to Select your underwriters (PRELOADED) information or click on TYPE if you want to enter the underwriter information each time. (For instructions how to PRE-Load your underwriters SEE NEW BROKER SETUP GUIDE) Click on MEMO field and enter information for the underwriter like the plans to quote Click to Include Cover Letters if sending to UHC or Humana Click to Include a census Click to Use default password (if you pre-loaded the underwriter information as instructed in the New Broker Setup Guide) otherwise you will have to make up a password and then call or send the password to the underwriter so they will be able to open the attachments. Click Send download link only if the application file is too large to send via email Click on Send Forms You will be asked if you have another form to send if YES repeat above process Instructions on how to setup the Group Employer Applications are in Brokers Guide Section #7 (HR Features Guide). Once the HR has completed the information it will populate most of the employer applications and the broker can then print them off complete and send them to the underwriters as needed for the prescreen process. Employer Applications View/Print and Send To VIEW/PRINT the Employer Medical Applications: Name Click on View / Download Forms Click on SELECT and EMPLOYER MEDICAL FORM Click on the application(s) Click on View Form Click Here to VIEW and the forms will open Click on PRINTER ICON to PRINT APPLICATIONS OR Click on SAVE ICON to save the file to your system and send via your email program Click RED X in upper right hand corner to close form NOTE: If form is blank proceed to next step to verify the HR actually entered the information. To Verify the HR has entered the Employer Information: Name Click on Edit clients Just below the SAVE/CANCEL buttons you will see Last ER Update: (date displays) as well as name of HR. If they have not entered any information in the ER Application section the date will display as (01/01/0001) Due to certain carriers regulations the brokers cannot complete the employer applications. The HR or designated company official must complete the information. The broker can print off the application and review it prior to emailing to the carrier if necessary. #5 Output Applications, Forms, Reports (01.04.11) 2
Ancillary Insurance Forms To VIEW/PRINT the Ancillary Applications: Name Click on View / Download Forms Click on SELECT and ANCILLARY INSURANCE FORM Click on the application(s) Click on View Form Click Here to VIEW and the forms will open Click on PRINTER ICON to PRINT APPLICATIONS OR Click on SAVE ICON to save the file to your system and send via your email program Click RED X in upper right hand corner to close form NOTE: If there is not a form for the particular carrier you re looking for chances are they will quote the group based on an excel report that the broker can generate and email. See Section BELOW on How to Generate a Census When a broker or an HR terminates an employee from a group, the employee is not deleted from the system but merely placed into a separate Individual holding section. This employee can later be retrieved and placed back into a group. Individual applications may also be generated if needed to cover gaps in coverage such as an Anthem for One policy. Individual Health Applications To generate an individual application: First you must create a DUMMY HOLDING GROUP/CLIENT in your system, if not sure (see section #2 Adding Clients Guide for instructions on how to add a client) Then MOVE THE INDIVIDUAL from the Individual section to the new holding group (see section #4 Employee Maintenance Guide for instructions on moving EE records) Name (Dummy Holding Group) Click on View Employee List Click on Individuals Name Click on Get Forms Click on SELECT and INDIVIDUAL Click on the application(s) Click on View Form Click Here to VIEW and the forms will open Click on PRINTER ICON to PRINT APPLICATIONS OR Click on SAVE ICON to save the file to your system and send via your email program Click RED X in upper right hand corner to close form #5 Output Applications, Forms, Reports (01.04.11) 3
There are several ways to generate welcome letters in Formfire. 1. A welcome letter is sent to the HR in STEP #2 of adding a new client 2. Broker can Re-Send the Welcome Letters from Edit Client Details screen 3. Broker can open, view and save the welcome letter then send as an attachment from brokers email system. Options #1 and 2 below are sent by the Formfire system and therefore will show the sender as (noreply@formfire.com). This type of email address may be blocked or sent to a user s spam folder depending on security settings of some computers. If the HR is not receiving a copy of the welcome letter that was sent by option #1 or #2 above then proceed with option #3 and re-send. Option #1 above is sent automatically as Step #2 of the adding new client process Welcome Letters Option #2 RE-Send can be done by: Name Click on Edit Client Details Click on (Re) Send Welcome Letter or (Re) Send Welcome Back Letter if renewal group Verify the group contact (HR Manager s) email address is correct on this page Click on Yes system confirms it was sent Option #3 VIEW/PRINT/DOWNLOAD can be done by: Name Click on View / Download Forms Click on SELECT and Welcome Letters Click on the appropriate letters Click on View Form Click Here to VIEW and the forms will open Click on PRINTER ICON to PRINT APPLICATIONS OR Click on SAVE ICON to save the file to your system and send via your email program Click RED X in upper right hand corner to close the form There are 5 main types of Census reports you can generate to send to the carriers for prescreen quoting purposes. Generating Census Reports 1. Medical Census 2. Dental Census 3. Vision Census 4. Non Medical Census 5. Carrier specific census report To generate the census spreadsheet: Name Click on Generate Census Click on OPEN Click on File and Save to your system and send via your email program or print #5 Output Applications, Forms, Reports (01.04.11) 4
There are several standard reports available. 1. View Current Clients Report displays a list of clients active within past 12 months To generate Report: Name Click on View Current Clients Report Click on Printer to print or Export to PDF if you want to download Standard Reports Package 2. View Upcoming Renewals Report displays a list of renewals for the next 3 & 6 months To generate Report: Name Click on View Upcoming Renewals Report Click on Printer to print or Export to PDF if you want to download 3. Generate Census contains 4 census reports and 6 carrier specific census reports (see Generating Census Reports SECTION ABOVE) 4. View Status Report- shows list of employees and where they are in the enrollment process To generate Report: Name Click on View Employee Status Click on View Status Report Click on Printer to print or Export to PDF if you want to download 5. View Employee List shows list of all employees and the date/time the last logged on To generate Report: Name Click on View Employee List Click on File and Print If your agency has purchased the Enhanced Reports Package you will see the Reporting link under the Admin Menu. This package includes the following reports: Enhanced Reports Package 1. Body Mass Index Comparison Report by Employer Size, SIC or Zip Code Displays a comparison of the employees of the selected company with the average values of the companies of the similar size, of the same SIC or in the same Zip Code. 2. Clients Added Report Displays a list of all clients added to the system in the last 12 months 3. Current Clients Report Displays a list of all client account in the system for the agency 4. Employee Status Report Displays a list of selected client s employees, the status of their enrollment and the last login ad update times for each employee. 5. Medical Comparison Report by Employer Size, SIC or Zip Code Displays a comparison of an employer s categorized health summary to that of employers of the similar size, of the same SIC or the same Zip code. 6. Medical Condition Summary Report Displays a list of all medical conditions for a group. 7. Tobacco Use Comparison Report by Employer Size, SIC or Zip Code Comparison report of tobacco use to employers of similar size, same SIC or in the same Zip Code. 8. Upcoming Renewals Report List of all accounts with a Renewal Date set in the next 3 months and next 6 months. #5 Output Applications, Forms, Reports (01.04.11) 5
Section 6. Advanced Notifications Guide Formfire has the ability to email each agency user an important email notification about an event that takes place in the system. To setup these notifications click on Notifications and Account Setup under the Admin Menu. The user must also be assigned to one of the 3 TEAM MEMBER fields on the Edit Client Details screen for the clients they wish to receive the notifications about. ITEMS TO DO: The system can automatically EMAIL a Formfire user when the following items happen: 1. A client (group) completes enrollment Advises the agency user that all employees of a particular group are now signed and complete. The group is ready to be sent out for prescreen/quoting. 2. A client (group) signs off on their employer application Advises the agency user that the HR has signed and completed the Employer Application Information. 3. A client (group) transfers to a different broker Advises the agency user that a group has been transferred to another broker of their choice. Broker would have received other email correspondence prior to this transfer. 4. A client (group) transfers to your agency Advises the agency user that the transfer is complete for a new client and they are now in your system. 5. A new client (group) is added Advises the agency user that a new client has been added to the system and they have been assigned as a team member for that specific client. Individual User System Notifications 6. A new user (EE) is added Advises the agency user that a new employee has been added to an existing group. The broker can monitor the status and get completed application to carriers for enrollment if necessary. TIP: check the option for #7 below and you will get email when they are completed! 7. A user (EE) signs off on their application Advises the agency user that an employee has just signed and completed the enrollment process. 8. A user (EE) signs outside of their enrollment period This email advises the agency user that an employee of a specific group has completed the enrollment process OUTSIDE the enrollment period. It also provides a link for the broker to get the completed application and send to the carrier to enroll the New Hire. NOTE: 2 important items must be in place for this notification to work successfully: 1. You must click on CLOSE ENROLLMENT so the system can determine that the group is finished and 2. You must tell the system which SOLD GROUP APPLICATION TO ATTACH go to Edit Client Details and enter the sold carrier application under the FORM ACCESS section: Employees may download and print the following form: [SELECT] 9. An employee has transferred to another employer Upon an employee termination they can request their individual medical record to be moved to their new employer. 10. An employee is terminated Advises the agency user that an employee has just been terminated from a group. 11. An employee s user type changes Advises agency user that an employee s user type has been changed in the system (i.e. EE is made an HR) #6 Advanced Notifications Guide (02.20.11) 1
12. I (the agency user) needs to complete my online enrollment Your agency is going through open enrollment and you need to complete your own individual online enrollment process. 13. I (the agency user) signed my application The agency user will receive an email that their signature is on file and they have been marked as complete. Changes made to their account after this point will require re-signing of the application 14. I (the agency user) updated my account The email is to notify you that updates have been made to your account. 15. My (the agency user) account level changes The system will notify you if your account level is changed. Individual User System Notifications (Continued) 16. My brokerage approaches its data access license limit Certain brokers have limited employee accounts and will need to contact FormFire to purchase more. 17. My company enters the next open enrollment period The system will send you renewal instructions how to log on and update your information for the renewal term. 18. My company s broker transfer is cancelled The system will notify you that a broker transfer you sent in was not acknowledged within the 5 day waiting period by the HR and the transfer has been cancelled. You must begin the process over again. 19. My company s broker transfer is complete The system will notify you that a broker transfer you sent in was acknowledged by the HR and the transfer has been completed. The client will now show up in your list of clients. 20. System changes or upgrades are announced If checked the system will advise you of changes or upgrades made to FormFire You may turn off or on any of these email notifications at any time. There is a TRY IT button you can click to have a sample of the emails sent to you. Click SAVE to save your selections. Click HOME to return to the Home Page. #6 Advanced Notifications Guide (02.20.11) 2
Section 7. HR Features Guide This section will explain the features that are available to the HR of a group. ITEMS TO DO: As an HR Manager of a group the individual will have special access to Add EE s, Terminate EE s and Monitor the group s status during the enrollment process and complete most of the Employer Application online. The HR Manager does not see any information that is in violation of HIPPA. The HR is never permitted to see the employee s applications. To allow the HR access to Monitor the Employees Status: Name Click on View Employee List Click on Toggle HR Manager A green check mark will appear in the HR column to indicate which EE is the HR Manager Once the HR Manager logs off and back on the EMPLOYER MENU link will appear at the top of the screen. To allow the HR access to complete the Employer Application online follow procedures below: Name Click on Edit Client Details Check the box for Employer Medical Option (under Custom Enrollment Options) Click SAVE HR Manager Setup To View or Print the Employer Application: Name Click on View/Download Forms Click on SELECT and EMPLOYER MEDICAL FORM Click on the Employer Form of choice Click on View Form (if you want to view or print) OR Click on Download Form (if you want to save on your PC and email) Click Here to VIEW NOTE: If form is blank proceed to next step to verify the HR actually entered the information. To Verify the HR has entered information: Name Click on Edit Client Details Just below the SAVE/CANCEL buttons you will see Last ER Update: (date displays) as well as name of HR. If they have not entered any information in the ER Application section the date will display as (01/01/0001) NOTE: Formfire can be used year round by the HR if they choose to keep the employee list up-to-date. This will save work when the group comes up for renewal. New hires can log on and complete the Sold Group application; HOWEVER, it is the broker s responsibility to get the New Hires application onto the correct enrollment department at the carrier. Formfire does provide an email notification that can be turned on to assist the broker with this. (See Notification and Account Setup Section) #7 - HR Features Guide (01.04.11) 1