This Course will cover the equivalent of 4-6 weeks of Customer Contact Center – Insurance Benefits Counselor classroom training. The training is organized into nine modules. For each of the 9 Modules, you will open the Module folder, select the appropriate video, watch and absorb the information. Complete the attached study guide during the module and take notes as needed. Record any questions you have regarding the content.

At the end of each module, you will need to complete the attached exercises using your study guide, Insurance Benefits Guide, Benefits Administrator Manual, PEBA website, and other provided resources. After each Module you will meet with your trainer to discuss the study guide and exercises and will be assigned systems training and side-by-sides.

You should repeat this process for all 9 modules. You must complete the modules in the assigned sequence. The modules build upon one another, therefore it is important to understand the content of one module before advancing to the next.

The course material for each module can be found on the Intranet.
For your convenience, the folder for each module has been linked in the outline below and in each module video. Please be sure to right click and open the material in a new tab.

 

Customer Contact Center - Insurance Benefits Counselor Training Agenda:

 Module 1 – General Information

Right click the link below to open the reference material in a new tab.

Module 1 Course Material:

Insurance Benefits Guide	BA Manual	HIPAA Grid	Plan of Benefits	Quick Reference Guide	Coverage Codes Chart
Terms to Know	Study Guide	Exercise 1	Exercise 2	Incapacitation IRS Worksheet

Module 1 Video 1 - Introduction to Insurance
Module 1 Video 2 - Eligibility & Enrollment
Module 1 Video 3 - Incapacitated Children
Module 1 Video 4 - National Medical Support Notices

Systems Training
Side-by-sides

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 Module 2 – Health

Right click the link below to open the reference material in a new tab.

Module 2 Course Material:

Terms to Know	Study Guide	Exercise 1	Exercise 2	Standard Plan Summary	Savings Plan Summary
Plan Comparison Chart	RX Coverage Reviews	T26 Letter Example

Module 2 Video 1 – Health
Module 2 Video 2 – Health Plans

Systems Training
Side-by-sides

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 Module 3 – Dental and Vision

Right click the link below to open the reference material in a new tab.

Module 3 Course Material:

Terms to Know	Dental Study Guide	Vision Study Guide	Dental Exercise 1	Dental Exercise 2	Vision Exercise
Dental vs. Dental Plus	Dental YouTube Video	Dental Fee Schedule	Vision Benefits Summary

Module 3 Video 1 – Dental
Module 3 Video 2 – Vision

Systems Training
Side-by-sides

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Module 4 – Life Insurance and Long Term Disability

Right click the link below to open the reference material in a new tab.

Module 4 Course Material:

Terms to Know	Life Ins. Study Guide	LTD Study Guide	Life Ins. Exercise	LTD Exercise	Life Ins. Premiums
Life Ins. Overview	Life Ins. Claim Form	T19 Letter Example	T25 Letter Example	LTD Premium Calculator	LTD Claim Form
LTD Flyer

Module 4 Video 1 – Life Insurance
Module 4 Video 2 - LTD

Systems Training
Side-by-sides

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SEMI-FINAL

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Module 5 – MoneyPlus

Right click the link below to open the reference material in a new tab.

Module 5 Course Material:

Terms to Know	Study Guide	Exercise 1	Exercise 2	DCSA Flyer	MSA Flyer
HSA Flyer	HSA Tax Savings	Claim Form	Quick Question Resource

Module 5 Video 1 – MoneyPlus

Systems Training
Side-by-sides

 

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Module 6 – Medicare

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Module 6 Course Material:

Terms to Know	Study Guide	Exercise	Medicare Supplement Handbook	T65 Sample Letter - Active	ESI Opt-Out Letter
Medicare COB Chart	Medicare and You	Medicare Chart	Enrollment/Disenrollment Form	T65 Sample Letter - Retiree

Module 6 Video 1 – Medicare

Systems Training
Side-by-sides

 

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Module 7 – Retiree Insurance, Death and Survivors

Right click the link below to open the reference material in a new tab.

Module 7 Course Material:

Terms to Know	Retiree Insurance Study Guide	Death and Survivor Study Guide	Retiree Insurance Exercise
Death Exercise	Retiree Flyer - Optional Employers	Retiree Flyer - State Agencies	Retiree Packet
Retiree Insurance Chart	Survivor Coverage Letter	Survivor Premiums - Nonfunded	Waiver End Notice

Module 7 Video 1 – Retiree Insurance
Module 7 Video 2 – Death and Survivor

Systems Training
Side-by-sides

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Module 8 – Transfers and Terminations

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Module 8 Course Material:

Terms to Know	Study Guide	Exercise 1	Exercise 2
Active Termination Form	BA Manual - TH	BA Manual - Transfers and Terminations	Coverage Codes Chart
Sample Transfer Form	Transfer Charts	Insurance Benefits When Hours are Reduced

Module 8 Video 1 – Transfers and Terminations

Systems Training
Side-by-sides

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Module 9 – COBRA

Right click the link below to open the reference material in a new tab.

Module 9 Course Material:

Terms to Know	Study Guide	Exercise	BA Manual - COBRA
Initial COBRA Notice	COBRA Notice - 18 Month	COBRA Notice - 36 Month	Notice of Qualifying Event
Notice to Extend COBRA	Notice to Terminate COBRA	COBRA Premiums

Module 9 Video 1 – COBRA

Systems Training
Side-by-sides

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FINAL