05/13/2010
Implementation of billing process improvement targeted for June 5
Effective June 5, we'll make a change to our billing process to create a better customer experience. This change will impact new, sell-over and renewing groups that have selected one of our newer health focused products and are set up for coverage on or after the fifth of the effective month.
Our standard billing practice is to generate a monthly invoice 25 days in advance of the bill due date as long as the group is up-to-date on their premium payment. Groups that are set up after their effective month fall into a delinquency status from the outset as premium is due on or before the first of the effective month. Our goal is to reduce the number of groups falling into a "catch-up" process and create a more customer-friendly experience.
What's changing for the group?
- Groups that are set up on or after the fifth of the effective month will receive their first month's bill within several days of completion of the group set-up, maintenance and eligibility process. A message will be included on the bill to note "this balance will show as a carry-forward on your next month's bill, which you will receive within the next few days."
- A second bill will be generated within a few days of the prior bill and without receipt of payment for the prior month. The second bill will reflect the past-due amount for the prior month plus premium due for the current month, creating a two-month bill. A message will be included on the bill to explain the outstanding balance forward.
What happens if the group pays only one month's premium?
- Payment is accepted for the effective month, but eligibility is not advanced until payment is received for the full two-month bill.
- Standard delinquency process will apply until the full balance for the two-month bill is paid in full. As a pre-paid health plan, we are not able to advance eligibility or process claims until premium is received for the month of coverage.
Will this have an impact to commission?
- Our standard commission payment process will apply to groups that are set up before the fifth of the effective month. This means commission will be paid after the premium is paid and reconciled at the next commission cycle.
- For groups that are set up on or after the fifth of the effective month, commission will be paid at the next commission cycle after premium is received and reconciled for the combined two-month bill.
How can you help make sure groups are set up in a timely manner?
- You can help impact timely group set-up by submitting completed paperwork at least 15 days prior to the effective month.
If you have any questions about this change, please talk to your Regence Sales contact.
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