7) Search Methods and Enrollment Information
Search Methods
This is the first option that agents will visualize after logging in. They will be able to look up existing applications using this option. In the CSR Search section, there is a dropdown menu available for agents to select the search method.
Application Code: It is the identification number that belongs to Emerios.
Enrollment Number: It is the Safelink ID number. By selecting this option, a box will be displayed to introduce the number:
Every customer will have an enrollment number and an application code assigned to their account. Both numbers will be different, but in the general course of action, agents should rely on the enrollment ID.
Personal Information: The agent will have the chance to find an enrollment with the applicant’s PII, by providing the Last name, the Last 4 Numbers of SSN, the Date of Birth and the Zip Code.
Note: Agents will be able to perform a search by introducing at least two pieces of information.
Address Information: Agents will also be able to introduce the customer’s address to find the enrollment.
NLAD Subscriber ID & NatVer Application ID: If the applicant can provide any of these numbers, they will be able to find the enrollment using that data.
Email Address: The email address is another useful piece of information to look up enrollments.
Account ID: This is the last option available to find an enrollment.
Once the agent clicks on Search, CSR will locate the Enrollment and show its information:
Agents can access the account by clicking on the application number:
Enrollment Status in CSR
In order to have a more
visually informative tool, the different status that the tool will show will be color coded:
- Pending color will be orange
- Qualified color will be green
- Rejected color will be burgundy
- De-Enrolled color will be grey
Existing Enrollments Information
The CSR Tool will be showing the Information for the Enrollments. When accessing an enrollment from CSR, the following information will be displayed in different sections
1) Enrollment Information: This section includes the enrollment’s main information such as: enrollment status, creation date, creation channel and Documentation required status.
2) Personal Information: This section will show the applicant’s information and, if applicable, the dependant’s information as well.
3) Address information: This section will have all the details about the address (or addresses) provided by the applicant at the moment of creating the application. If any, the shipping address will be shown in this section as well.
4) Contact Information: This section will show all the contact information provided by the customer.
When scrolling down the page while looking at the customer’s enrollment, all the information will move, except the one in section 1. This is to make sure that the enrollment’s main information is available and in the agent’s sight all the time.
In Section 1, all documents required by the system will be listed, along with the requirement status:
By scrolling down, the Plan Information selected will be shown, along with the Order Information.
At the bottom of the page, the enrollment’s detailed information will be available, showing the information of the different changes that the enrollment has gone through since it was created.
Below the section title, a dropdown menu will be available, for the agent to select which part of the information they want to visualize.
