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If an employee is at a provider’s office and being told they are not enrolled, but enrollments look correct in Employee Navigator, please contact the carrier to verify data has been loaded.
To register, the employee will need their first name, last name, Company Identifier, last four of SSN (for a PIN), and their birthdate (mm/dd/yyyy). Please note, the aforementioned information must match what the company has entered into Employee Navigator.
As an HR/administrative user, you have access to see if your employee has logged in and registered OR still needs to register.
To see the employee’s login status, look them up in Employee Navigator, then click on their “Profile”, then click on “Manage Login”. If they have a username created, they have registered.
If the employee still needs to register, you can direct them to Home - Employee Navigator and have them click on “Login” then “Register as a new user”.
If the employee has registered, but are still having problems - in their profile, HR/administrative users can share the employee’s username with them, reset the employee’s password, and confirm the employee’s name and email are spelled correctly.
Enrollment data sends from Employee Navigator to carriers through two types of file feeds: Data Exchange or an 834 file. Data Exchanges grant a carrier direct access to applicable Employee Navigator data. A carrier may only receive data related to their enrollees. Carriers choose which data to map and process. They typically pull data once per week, but frequency, as well as what data a carrier is receiving, varies based on carrier choice and plan type. Generally, if an enrollment exists in Employee Navigator, the carrier has received it or will receive it within at most one week.
An 834 is a file built by OnBoard according to the carrier’s group structure and specifications. An 834 file feed is functionally similar to a data exchange in that enrollment data is sent to the carrier once per week. However, 834 file feeds require current-year enrollment adjustments to be manually reported to carriers from the end of open enrollment to the beginning of the next plan year, which is called the “blackout period”.
During Open Enrollment, HR/administrative users have access to edit the employee’s coverages by: look up the employee in Employee Navigator, click on “Employee Management” then click on “Open Enrollment” and follow the prompts.
Outside of Open Enrollment, HR/administrative users have access to edit the employee’s coverages with a Qualified Life Event (QLE) by: look up the employee in Employee Navigator, click on “Employee Management” click on “Update Benefits”, then click on “Submit Life Events” and follow the prompts.
You cannot enter a future plan’s Qualified Life Event (QLE). For example, if the QLE is effective in the next plan year, don’t enter it in the current plan year, wait to enter QLE when new plans start. You might also consider unlocking OE for the EE to make the change effective the first day of the new plan year.
Data Exchange: Once OE has concluded, carriers will receive open enrollment data from data exchange benefits on a preset date of their preference.
834: Shortly after your open enrollment period closes, OnBoard will send the open enrollment data to the carrier via an open enrollment 834 file. From that point until the beginning of the new plan year, there is a “blackout period” in which the carrier will not accept any new files. Any enrollment additions, adjustments, or terminations during this period, as well as backdated enrollment additions, adjustments, or terminations, must be manually reported by you to the carrier. Usual data transfer will resume upon the beginning of the new plan year.
New Hires during Open Enrollment (OE): Once OE opens, New Hire enrollments will show in an OE window, until the new plan year begins. If your OE employee self-service has ended, you will need to unlock OE for the new hire. Once new plans begin, if the EE has additional ‘new hire’ enrollment time available, the system will show the enrollments under New Hire Enrollments.