Open Enrollment 2009: Service Center Specialist Survey

Survey Instructions:

In an effort to improve the Open Enrollment training that specialists receive, we are asking you to complete a survey regarding your experience over the past several weeks. You will be asked a series of 20 questions regarding the various topics covered in training, particularly about how often you have utilized the information.

There are no right or wrong answers, and all results are anonymous.


A red asterisk (*) indicates required questions.

  1. Overall, do you feel the training prepared you for the responsibilities of your job? *
     
      1 2 3 4 5  
    I was completely unprepared for my job.  It prepared me completely for my job.


  1. Course Review The grid below lists the major topics covered in the Core curriculum. Please rate how valuable you found the following information in preparing you for your job:*

            1 2 3 4 5      
      Health and Welfare (H&W) Overview Not at all valuable Extremely valuable  
      Participant and Dependent Eligibility Not at all valuable Extremely valuable  
      Medical and Prescription Plans Not at all valuable Extremely valuable  
      Dental, Visions, Spending Accounts Not at all valuable Extremely valuable  
      Employee and Dependent Life Insurance Not at all valuable Extremely valuable  
      Disability and Long-term Care Not at all valuable Extremely valuable  
      Other Benefits Not at all valuable Extremely valuable  
      COBRA Not at all valuable Extremely valuable  
      Medicare Not at all valuable Extremely valuable  
      Life Events Not at all valuable Extremely valuable  
      Pre-Open Enrollment Not at all valuable Extremely valuable  
      Open Enrollment Not at all valuable Extremely valuable  
      Post-Open Enrollment Not at all valuable Extremely valuable  


  1. Health and Welfare Overview Think back to your experience on the phone. Which of the following H&W foundational topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Understanding why employers offer health plans. Never Very Frequently  
      Understanding the requirements of H&W plans.  Never Very Frequently  
      Identifying the who pays for H&W programs (Employee vs Employer). Never Very Frequently  
      Understanding the major roles within the H&W industry (Providers, Employers, etc.) Never Very Frequently  
      Understanding the basic philosophies of healthcare (Indemnity vs Managed Health Care). Never Very Frequently  
      Understanding impacts of major legislation (COBRA, HIPAA, etc.) Never Very Frequently  
      Identify applicable government programs (ERISA). Never Very Frequently  


  1. Benefit Eligibility Think back to your experience on the phone. Which of the following Participant and Dependent Eligibility topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Participant eligibility (Waiting periods, full-time vs part-time, retirement rules, etc.) Never Very Frequently  
      Definition of dependent children (age, full-time student status, etc.) Never Very Frequently  
      QMCSO information. Never Very Frequently  
      Domestic Partner information. Never Very Frequently  
      Legal Guardianship information. Never Very Frequently  
      Power of Attorney (POA) information. Never Very Frequently  
      Coverage tiers (Employee, Employee +1, Employee +Family). Never Very Frequently  


  1. Medical and Prescription Plans Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Deductible/Co-insurance/Co-pay Never Very Frequently  
      Out-of-Pocket/Lifetime Maximums Never Very Frequently  
      Primary Care Physician Never Very Frequently  
      Pre-certification Never Very Frequently  
      Indemnity Plans Never Very Frequently  
      Managed Care Plans Never Very Frequently  
      HMO/PPO/POS Plans Never Very Frequently  
      Consumer-driven Plans (HSA, HRA) Never Very Frequently  
      Prescription Plans (Card vs. mail-order) Never Very Frequently  
      Coordination of Benefits Never Very Frequently  
      Pre-existing Conditions Never Very Frequently  


  1. Dental, Vision and Spending Accounts Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Dental Plans Never Very Frequently  
      Vision Plans Never Very Frequently  
      Health Care Flexible Spending Accounts Never Very Frequently  
      Dependent Care Flexible Spending accounts Never Very Frequently  
      Flexible Spending Accounts vs. Health Savings Accounts Never Very Frequently  


  1. Life Insurance Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Employee Life Insurance Never Very Frequently  
      Dependent Life Insurance Never Very Frequently  
      Beneficiary Forms Never Very Frequently  
      Imputed Income Never Very Frequently  


  1. Disability and Long-term Care Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Short-term Disability (STD) Never Very Frequently  
      Long-term Disability (LTD) Never Very Frequently  
      Long-term Care Plans Never Very Frequently  


  1. Other Benefits Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Vacation Days/PTO (Paid Time Off) Never Very Frequently  
      Mental Health/Substance Abuse Plans Never Very Frequently  
      Employee Assistance Plans Never Very Frequently  
      Group Legal Plans Never Very Frequently  
      Financial Planning Programs Never Very Frequently  
      Health Promotion Programs (Smoking Cessation, etc.) Never Very Frequently  


  1. COBRA Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Who qualifies for COBRA Never Very Frequently  
      Length of COBRA coverage Never Very Frequently  
      COBRA Disability rules Never Very Frequently  
      COBRA Enrollment Never Very Frequently  
      Cost of COBRA Coverage Never Very Frequently  
      When COBRA Benefits End Never Very Frequently  


  1. Medicare and Retiree Benefits Think back to your experience on the phone. Which of the following topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Medicare covered expences Never Very Frequently  
      Medicare eligibility Never Very Frequently  
      Medicare Part A Never Very Frequently  
      Medicare Part B Never Very Frequently  
      Medicare Part C (Medicare Choice, Medicare Advantage, Sr. HMO, etc.) Never Very Frequently  
      Medicare Part D Never Very Frequently  


  1. Events Think back to your experience on the phone. Which of the following events did you use? Rate the items below based on how frequently you performed the transaction.*

            1 2 3 4 5      
      Open Enrollment Event Never Very Frequently  
      New Hire Event Never Very Frequently  
      Retirement Event Never Very Frequently  
      Other Qualified Life Event Never Very Frequently  
      Sending Forms Never Very Frequently  
      Adding Dependants Never Very Frequently  
      Evidence of Insurability (EOI or POI) Never Very Frequently  
      Caller Verification Never Very Frequently  


  1. Pre-Open Enrollment Think back to your experience on the phone. Which of the following pre-OE topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Pre-OE environment (waves, timing, populations) Never Very Frequently  
      Pre-OE provisions (changes from current plan year) Never Very Frequently  
      Pre-OE communications (kits, brochures) Never Very Frequently  
      Pre-OE systems and tools (KNOVA, AIS, PASS) Never Very Frequently  
      Pre-OE processes (sending reprints, transferring BAU calls) Never Very Frequently  


  1. Open Enrollment Think back to your experience on the phone. Which of the following OE topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      OE communications (reminders) Never Very Frequently  
      OE systems and tools (KNOVA, AIS, PASS) Never Very Frequently  
      OE processes (taking elections, transferring calls) Never Very Frequently  


  1. Post-Open Enrollment Think back to your experience on the phone. Which of the following post-OE topics did you use? Rate the items below based on how frequently you needed to recall the information.*

            1 2 3 4 5      
      Post-OE environment (clean up periods, vendor timing) Never Very Frequently  
      Post-OE communications (ID cards, confirmations) Never Very Frequently  
      Post-OE systems and tools (KNOVA, AIS, PASS) Never Very Frequently  
      Post-OE processes (dual-year enrollments) Never Very Frequently  


  1. Do you think enough time was spent practicing customer service skills during training?*
    Yes
    No


  1. Do you think enough time was spent practicing transactions during training?*
    Yes
    No


  1. Were there any subjects you wished was covered in greater depth during training? If so, please describe.


  1. Were there any subjects you felt were unnecessary and could be removed from training? If so, please describe.


  1. Any other comments:





Energizer ID Team