Claim Management
The Claim Management branch continues to work with Deloitte to design and build the My FAMLI+ benefits application system. The main components of the system are:
- Claimant account creation
- Health Care Provider registration and portal
- Claim filing & processing
We are starting to test Beta 0.2 for the Health Care Provider portal and Beta 1.1 for the Claim/Benefit system!
We are currently recruiting for Claim Management Supervisors and will be looking for Claim Adjudicators in the upcoming months.
Compliance & Appeals
Policy Corner
Upcoming Rules: After collecting input from a small group of stakeholders, the FAMLI Division filed three sets of new rules (Retaliation and Interference, Program Integrity, and Investigations and Appeals) and amendments to our Coordination of Benefits Rules. The public hearing is scheduled for Monday, May 15, 2023 at 5 p.m. The public comment period is now open. These will be our last major rule additions prior to go-live on January 1, 2024; however, we are planning a “clean-up” review in the fall.
Communications & Outreach—Government, Policy and Public Relations (GPPR)
What’s New
GPPR started off the month with a Facebook Live on May 4. David Gallivan did not disappoint and managed quite a few Star Wars™ references. You can watch the recordings of our past Facebook Live sessions on our Facebook page here. This month’s live webinar is planned for May 25 at 11 a.m. Registration information can be found on the FAMLI webinar page.
We have a new blog post up on the FAMLI homepage about seasonal workers as the summer intern season approaches. We also started a weekly bulletin to employers and third party administrators reminding businesses that the payment deadline is May 31, 2023. The weekly bulletins also allow us to address any issues, updates or frequently asked questions that come up each week.
Watch for the new FAMLI advertisements that are running on TV, radio, social media and digital display. The new ads have a more urgent message to encourage employers to register before the grace period ends.
GPPR has also been working on outreach to health care providers to prepare them for the upcoming launch of our health care provider portal. We’ve been working closely with community partners and our counterparts at other state agencies like the Colorado Department of Public Health and Environment (CDPHE), the Department of Health Care Policy & Financing (HCPF) and the Department of Regulatory Agencies (DORA) who recently included FAMLI content in their newsletters reaching 150,000+ providers.
GPPR Project Request Form
The best way to let us know about your communication needs is to submit a project request form. Please provide a link to your content and one of our available designers or a FAMLI Comms Strategists will reach out to you. As our department, team, and projects are growing, our project request form is an essential tool for the efficiency of our workflows, so that we can better serve you. The form can also be found on the GPPR intranet page.
Customer Success
April was a very busy month in the ECC (Employer Contact Center). In April, our team of Contact Center professionals answered over 9,800 calls assisting Colorado employers with interactions ranging from the registration of businesses, FAMLI policy explanations, questions about wages, help with uploading wage reports, to assisting with the first quarter premium payments.
The Tri-C (Claims Contact Center) is currently looking for a few GREAT supervisors! Also, Tri-C will soon begin recruiting for the new teams of Customer Care Representatives who will assist Colorado employees, and health care providers with all things benefits related.
Intelligent Virtual Agent Update: UAT started on April 24th and is progressing well. A big THANK YOU for all those who participated.
Employer Services & Program Integrity
Staffing Coordinators play a crucial role in supporting hiring managers by facilitating recruitment processes and addressing various staffing requirements. They also contribute to streamlining employee preboarding, onboarding, and offboarding processes.
- The staffing coordinators have been working hard to simplify their procedures in order to deliver more effective services to hiring managers and newly hired staff. Although much of the work has taken place out of the public eye, the onboarding process for new employees is expected to be more efficient and streamlined as a result. A handbook for employee onboarding has been developed to minimize the volume of emails sent to new hires.
- With assistance from a few CCRs, all cubicles and offices on level 9 have been arranged and are now prepared for usage by staff.
Quality Assurance (QA) manages all FAMLI operations quality assurance activities.
In time, this will be done by reviewing individual and unit performance, making overall improvement recommendations to managers and supervisors, and providing coaching when performance can be improved. QA will also work with all units to create standardized procedure documents for the division. Recent projects the QA team has taken on include:
- Ensuring the quality of information contained in the KnowledgeOwl System. Once our subject matter experts answer questions, the training team puts the content into KO. QA reviews, edits and adds tags to the back end of the KnowledgeOwl system to keep information accurate and updated.
- Tracking complaints and facilitating resolutions for issues. For example, recently some employers complained that they didn't trust the login.gov system. QA researched and created a new article in KnowledgeOwl to help CCRs when employers contact the call center about login.gov.
- QA also assisted the Premiums and Private Plans Team to manage the rounding issue employers experienced in the portal by updating relevant articles in KnowledgeOwl, such as requesting a refund.
- Creating content for the IVA system that will help automate some of the commonly asked questions our CCRs have been fielding.
- Identify Data Integrity issues with Local Government Registrations in collaboration with the Premiums and Private Plans Team.
- Developing a Customer Satisfaction survey (assessment) with Customer Success for interactions with CCRs.
Premiums and Private Plans Operations (3PO) manages wages, premiums, collections, and private plan activities of employers.
- Requirement gathering continues for Premiums needs in Salesforce for things like refund functionality, portal email notifications when wage reports and payments are due, applying credits to future premiums and accounting architecture to ensure financial reporting is accurate.
- We have identified several banking and payment issues that we are tracking here. Work is ongoing to identify and remediate root causes.
- With reporting and payments ramping up, 3PO has been working to correct orphan payments and ensure they post to employer accounts correctly.
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Private Plan Update:
- Two private insurance carrier plans have been approved and are now posted on the portal for employers to start submitting applications. One employer application has already been submitted.
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Registration Update:
- More than 180,000 businesses are now registered! This is over 96% of our June 30 goal!
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Local Government Update:
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Overpayments & Recovery manages overpayment prevention, detection, and recovery activities for benefit claims. We are currently developing this unit, and will have more updates soon.
Product & Technology
Technical Assistance Now Available!
We have teamed up with the Division of Unemployment Insurance’s Staff Operational Services Unit to provide technical assistance to FAMLI. Please email cdle_famli_sos@state.co.us with a description of your technical issue. Thanks to all who were involved to make this happen. Special thanks to the Staffing Coordinators for their ongoing weekly collaboration with UI.
Please note: If you are having trouble logging into Google, you'll still need to call OIT at 303-239-4357.
My FAMLI+ Employer (Premiums System): Release 5 Updates
The product development team is busy working on new enhancements for Release 5, which is scheduled to deploy the evening of May 18. Release 5 will include several new features including: wage report amendments, registration enhancements, and additional data exchange features for TPAs. For more detailed information on what’s included in this release, please read the Release 5 Notes on the Product & Technology page of the FAMLI Intranet.
My FAMLI+ (Benefits System):
Development of the My FAMLI+ system is on track, with a focus on the launch of Release 1 in August, which will make the portal available for health care providers to register. In addition to getting ready for Release 1, product teams are working through final design and integration work for Release 2, which will open up the portal for individuals and families to start applying for paid FAMLI leave benefits. As part of the product development lifecycle, Beta testing is currently underway with members of the FAMLI team.
The following is a short list of upcoming activities:
- Setup of the production environment for our August launch (Release 1)
- Preparations for user acceptance testing (UAT) on Release 1
- Discovery with the identity proofing partner (integrates with My FAMLI+ for identity verification)
- Design for reports
If you would like more information please check the Weekly Program Status Updates for benefits on the Products & Technology Intranet Page.
FAMLI Training Unit
Welcome Samantha (Sam) Knipp our new Training Support Specialist, Allyson Williams our new Instructional Design Team Lead, and Corey Keizer our new Technical Writer!
Sam will manage FAMLI’s new Cornerstone LMS (coming soon!) and will, eventually, be the person responsible for sending out all internal training information and creating training reports! Allyson will lead the instructional design and project management work of the training unit! Corey will create the technical writing processes for FAMLI training unit and produce training manuals and publications.
Several members of the training unit are creating bi-weekly updates and/or newsletters for the training unit that contain useful information. These are:
The EDI Newsletter, by Leah Delynko found here
Accessibility Update, by Julia Haberler found here
Systems Update, by Dan Vigil found here
We continue to build out the FAMLI training corner on the Intranet. Here’s where you’ll find announcements, fun photos, all training-related information including the dates for the New Hire Training Series. The dates on the training calendar are dependent on the number of new hires scheduled to start during these weeks. Note that New Hire Training starts on Tuesday of each training week. Any current staff who would like a refresher of any content (such as policy, KnowledgeOwl, or FAMLI’s Culture of Care), or did not get to attend training when they started with FAMLI, is welcome to attend any session of New Hire Training at any time! Please reach out to samantha.knipp@state.co.us to get registered.
Contact us Send the training team an email at FAMLItraining@state.co.us
Knowledge Owl Updates
Did you know that KnowledgeOwl is 6 months old?
Happy half-birthday, KnowledgeOwl!
KnowledgeOwl currently contains 541 published articles and 122 Glossary terms!
In April, we added 32 new articles and updated 73 articles.
These are the top 15 articles in KnowledgeOwl last week.
The most popular article is currently "Rounding Issue."
Remember, the KnowledgeOwl password is 2023.
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