Overview of Work in AM

Absence Management

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Different Type of Work in AM

Absence management

Leave of Absence

LOA

LCG

Indexing

HCP Review

Manual Email

Web forms

Ongoing Audits

Call flows

LOA Usage Ack letter

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Legacy

Correspondence module Recon Reports

Exception Reporting
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Voicemails

Leave cycle Life cycle of leave

Employee calls the Benefit Center to Initiate a leave The case manager starts a leave application process by setting up a case for an Employee. After the case is set up, the Employee is notified by an acknowledgement letter. After the decision on leave is taken, a letter to the employee is issued. Additionally, an email is also sent to the employer regarding the status on leave application.

Initiation of Leave ( Claim intake ) US ( Based on Application received from U.S manager)

FMLA notification Build new claim ( STD) Three point contract

Ack Letter team

Ack letter team sends Acknowledgement letter to participant about leave request And sends some blank forms which participant has to fill and send back within 15 days

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Leave cycle Life cycle of leave - Leave Documentation Review

Employee gets 15 days to submit the complete paperwork If paperwork is incomplete or no paperwork is submitted within 15 days, additional grace period is provided to the Employee (on Client to Client basis) Once the document is received, it is reviewed by the case manager

Leave Documentation Review Renaming the task after checking which document belongs to which participant

Inbound Documents Nucleus Basket PCA Intake

Indexing Team

Documents Received

NO Document received

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Leave cycle Life cycle of leave

Document s Received Documents not Received

1st level Review

Communication send to participant for documents not received after due date ( Clint Specific)

HCP Review
Checks if document received is complete or incomplete

Manual Emails
Reminder Letters and Emails

Follow up communication Complete HCP Incomplete HCP

Deny leave
Assign the task to US case manager To further review and create certification Create Outbound correspondence task Create Follow up task Assign the task to US case manager for 2nd level review

Return to work notice Extension of leave

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Leave cycle Life cycle of leave

Once the case manager has reviewed the paperwork and finds it complete, leave is approved.

If the manager finds during his review that paperwork is incomplete/ employee is ineligible, leave is denied..
Incase employee wants to extend his/her leave, paperwork related to leave extension needs to be submitted to the case manager For extension of leave, same procedure needs to be followed for the extension approval as stated for leave application in previous slides Whenever employee returns to work after availing leaves. i.e. Plus one date to the leave end date, Return to Work (RTW) notice is sent to the employee

When Employee returns to work, the case is to be closed by the respective case manager (If required the personalized form of letter (PFL) will be sent to the Employee)

Mode of leave request

Email Web forms Online Automated Intake / Nucleus Email Phone IVR/Voicemail

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Life cycle of leave

LOA Usage : Enters Intermittent Leave of participant

Call flows : Online manual for Customer Service Associates , they update
information in database in HTML document

Correspondence Module : Upload PFL template in nucleus for new and existing
clients

Ongoing Audits : Review Entire life cycle of claim for US case

managers

Advocacy :

Create and process Customer Service back up report related to participants health plan for client team

Exception Reporting :

Consolidated data of missed TAT for different task and parameters of all clients .

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