FAQs (Frequently Asked Questions)

QUESTION: My account is locked out, who should I call?
ANSWER: You may Contact Help Desk @ 800-237-7767 Extension # 7002121

QUESTION: Where is the RBMS Number Located?
ANSWER: You will find the RBMS number by clicking on Case Details within that level. The RBMS number is attached to the Reporting Level of the group.

QUESTION: Why do I not see any billing information on the case dashboard screen?
ANSWER: The case dashboard screen is level specific. You must be on the Billing Location level to see recent payment information.

QUESTION: Where do I see what date the payment was made?
ANSWER: Payment details are found on the Processed Payments tab on the Payment Transactions Screen. You can find this information by going through the following path: Click More on Payment & Billing box on Dashboard >Select the Bill Period > Click on Payment Transactions under the More Billing Options box > Click on the Processed Payments Tab. The processed date is the date that the payment was received.

QUESTION: Where do I find notes on a policy?
ANSWER: All notes are logged under Encounter Tracking. This is found in Transaction History.

QUESTION: Where will I find the date the system terminated the case for non-pay?
ANSWER: All case changes are found in Audit Trail. This is found in Transaction History.

QUESTION: Can I send a bill to the group without requesting a "reprint"?
ANSWER: Yes, you can click on the Printable Bill link found in the More Billing Options box. You can find this information by going through the following path: Click More on Payment & Billing box on Dashboard > Select the Bill Period > Click on Printable Bill under the More Billing Options box.

QUESTION: Where can I find a group ’ s rate guarantee date?
ANSWER: The rate guarantee date is part of the group ’ s benefit attributes. This can be found by going through the following path: Click on Case Details > Navigate down to the Class Level > Click on View Class Information > Click on the Benefits Tab > Rate Guarantee Attribute is at the bottom of the list.

QUESTION: Where can I find rates for a group?
ANSWER: The rates are found on the Class level. They can be found by going through the following path: Click on Case Details > Navigate down to the Class Level > Click on View Class Information > Click on the Rates Tab.

QUESTION: What does Product Type A, B and C stand for when looking at a Dental Plan?
ANSWER: Product Type A is for True Group. Product Type B is for Voluntary. Product Type C is for ASO.

QUESTION: What is meant by the Rate Structures 4 Tier, 3 Tier, 2 Tier?
ANSWER: Rate structures are as follows:

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