The main advantage of using the My Work functionality is that there will be no more looking for claim files and relevant documentation as it will be stored on Vision. The User must apply the discipline to load all relevant documents onto the Service Request (SR) as the Claims Process progresses.
The Service request (SR) is created from the e-mail that the Employer has sent to the relevant e-mail address, e.g. [email protected] or [email protected]
The following is the process that must be followed:
Indexing is performed by the Input Team as follows:
- View the document to determine if it is an Exit Form or a Contribution Schedule and that the correct Service Request (SR) was created;
- If the incorrect document is attached, manually create a new SR or e-mail again to box and load the relevant document to that SR;
- Allocate the relevant member or Paycentre number;
- For Exits: Change the Process and Activity from Exit / Initiate to Withdrawal / Initiate Exit to indicate that the SR is ready for the Admin Managers to pick up from the Work List;
- For Contributions: the Process and Activity will remain the same but the Paycentre Number will indicate that the SR is ready to be picked up by the Admin Managers.
Users cannot action / process work that is not allocated to them. Therefore the Admin Managers must use View All or Search for the relevant process eg. Withdrawal and allocate the SR's to the relevant User. The Users will then see the work in their Work Basket when they select My work from the Main Menu screen.
Users must validate the SR's allocated to them as follows:
- Use the Search functionality and search on the Member Number to find all SR's created via documents received per e-mail. If there are any other SR's / documents on other SR's, decide which SR should continue and save the other SR's documents to the SR you want to continue with
- Determine if all the forms /information has been received and request them from the Employer if outstanding.
- Process the SR up to the Initiate Exit step if you can continue with the claim while waiting for some of the information.
- Initiate the exit as per normal.
- Work through the Update types as normal
- When the last Update Type (BANPAYABLE) has been closed, the SR is ready for checking and will close.
Note:
The last Update Type will not close if the Bank Validation has not been successful.
- The Activity will then change to Check Payment. The User must go back into the Workflow item and allocate to the person that is responsible for the first Authorisation.
- The user must allocate the SR to the authoriser / first Authoriser. The Authoriser will find it in their own Worklist;
- Check the benefit and select the button for Check Payment. The SR will flow to Authorise Benefit
The same Authoriser must authorise the individual payments. After authorisation, the SR closes.