1. Businessolver Implementation & Customer Service Plan

2. Objectives
Examine implementation and enrollment timeline, and understand the steps, documents, and factors involved
Review timeline and steps for employee changes happening after open enrollment
New Hires
Life Events
Terminations
Outline the billing process
For the Client
For the Broker
Provide supporting resources
Contact information
Appendix of all documents mentioned

3. Implementation Process 60 – 120 Days
ENROLLMENT
Benefits Effective Date
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
Custom
Exchange Portal Build
1 day
14 days
10-40 days
10 days
5 days
20 days
Broker holds open enrollment meeting for employees
CarePlus Benefits portal launched and employees elect benefits
CarePlus portal closes at 5PM EST last day of open enrollment
CarePlus sends Client welcome with documents to complete
CarePlus holds welcome call with Broker and Client
Carrier underwriting and installation
Client signs service agreement and proposal
Client provides data sheet, roster, prior carrier medical invoices, and tax documentation (if applicable) and Broker completes build worksheets
CarePlus/Broker turnover call
Client approves Businessolver portal build
Client completes carrier paperwork
CarePlus Benefits Exchange portal ready
CarePlus and Broker conduct portal QA
CarePlus submits carrier paperwork
CarePlus s post enrollment client communications

4. Post Enrollment Processing Carrier Member Welcome
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
The
Exchange Portal Build
Benefits Effective Date 1 2 3 4
*Screenshot of document provided in Appendix
Broker works with Client to complete and return documents by turnover call:
Signed employer service agreement*
Proposal*
New group data sheet*
Employee roster listing*
Most recent medical Carrier invoice
Notice of enrollment timing*
Defined contribution funding strategy
Benefit summary from carrier
Plan details and rates
Summary of benefits and coverage
Carrier contact for paperwork and EDI
*Screenshot of document provided in Appendix
CarePlus s:
Client the “Next Steps Info” checklist
CarePlus conducts audit of Client
If Client does not pass audit, implementation and enrollment could take longer than predicted
CarePlus turnover call
Review new group materials
Review group expectations
Custom store
Discuss exchange requirements
Carrier rates
Benefit summaries
Carrier enrollment requirements

5. Post Enrollment Processing Carrier Member Welcome
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
The
Exchange
Portal Build
Benefits Effective Date
Following turnover call, CarePlus sends Client welcome * with:
Contact information
Request to schedule kick-off call 1
CarePlus sends Broker/Carrier build worksheets to complete and return 2
Kick-off call reviews:
Documents
Carrier involvement
Employee benefits funding
Standard payroll report
Timeline
The Exchange portal launch
Employee roll-out
Open enrollment
Benefits effective date
Employee communication
Invoices for coverage
The Exchange portal build approval
Next steps 3

6. Post Enrollment Processing Carrier Member Welcome
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
The
Exchange
Portal Build
Benefits Effective Date
CarePlus completes the Exchange configuration and QA
Client/Broker review and approve the Exchange portal 2 1 3
The Exchange Portal Build is Complete
CarePlus s Carrier paperwork to Client to fill out and send back:
Signed Employer application per Carrier

7. Post Enrollment Processing Carrier Member Welcome
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
The
Exchange Portal Build
Benefits Effective Date 1 2 3
Last Day of Open Enrollment
Broker holds employee open enrollment meeting:
Introduces the Exchange portal
Educates employees on all products
Explains benefits support
Employee Q&A
Directs employees to Liazon for technology support
Employees receive with the Exchange portal sign in information
Client can choose to manually send to employees or have the Exchange portal automatically send the
During open enrollment, Client/Broker can access enrollment progress updates (who has enrolled/ who hasn’t) through the Exchange Employer portal
The Exchange Portal Closes at 5PM EST

8. Post Enrollment Processing Carrier Member Welcome
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
The
Exchange Portal Build
Benefits Effective Date 1 2 3 4
CarePlus submits paperwork and elections to Carriers paper-free
Binder check
If applicable – typically required for medical coverage only. Broker will inform Client if this is necessary.
CarePlus s post enrollment Client communications
Post enrollment details available through the Exchange Employer portal
It is the employer’s responsibility to work with the payroll provider and/or payroll system
Notification on Carrier minimum participation
Notification on plan re- rating (if applicable)
Statement of Health or other forms (if applicable, by employee’s elections)

9. Post Enrollment Processing Carrier Member Welcome
Sales Turn- over
Welcome Process
Open Enrollment
Post Enrollment Processing
Carrier Member Welcome
The
Exchange Portal Build
Benefits Effective Date 1 2 3
Group/Member setup and installation
Carriers send member welcome information
Client/Broker informs employees when the group is officially enrolled
Group number and member IDs may not be available by benefits effective date. Employers and Brokers should instruct employees on what to do in this scenario.

10. Summary IMPLEMENTATION ENROLLMENT Sales Turnover Open Enrollment
Completed and returned documents to CarePlus
Signed employer service agreement
Proposal
New group data sheet
Employee roster listing
Most recent medical Carrier invoice
Notice of enrollment timing
Defined contribution funding strategy
Benefit summary from carrier
Plan details and rates
Summary of benefits and coverage
Carrier contact for paperwork and EDI
CarePlus ed Client ‘Next Steps Info’ checklist
Held turnover call
Welcome Process
Scheduled kick off call
Completed and returned worksheets
The Exchange Portal Build
Completed and returned Carrier paperwork
Signed employer application per Carrier
Open Enrollment
Employees received the Exchange portal launch
Client/Broker accesses updates through the Exchange Employer Portal
Open enrollment closed
Post Enrollment Processing
Binder check (if applicable)
Group received post enrollment communication
Notification on Carrier minimum participation
Notification on plan re-rating (if applicable)
Statement of Health or other forms (if applicable, by employee’s elections)
Carrier Member Welcome
Employees received Carrier welcome information from Carriers
Client/Broker informed employees that group is officially enrolled

11. New Hires & Terminations
New Hire Enrollment
Employee has 7 calendar days to enroll
New Hire Activation
5 business days
3 business days
The Exchange sends portal sign in information via to employees
Client or Broker adds new hire to the Exchange portal
New hire information processed
Employee required to sign in, complete enrollment process, and confirm all selections online
Enrollment Complete
Date of Hire
Employee Terminated
Disenrollment
Termination Complete
5 business days
Employer inputs termination via employer portal, indicating the employee’s last day worked and most recent address on file
Enrollment and payroll reports are available to Clients through the Exchange Employer Portal.

12. Life Event Changes Life Event Change
Life event occurs (marriage, divorce, newborn, spouse gains benefits elsewhere, etc.)
Enrollment Changes Complete
Life Event Change
Employee signs into portal and initiates a life event
Employer receives notice of life event and signs into Employer Portal to review request (and supporting documentation, if applicable)
Employer approves or denies request in Employer Portal, and can also add a comment if desired
Throughout the process, employees can sign in to the Employee Portal and see when their life event has been approved or denied.

13. Annual Benefits Renewal Process 120 Days
Benefits Effective Date
Renewal Decision
The Exchange
Portal Update
Open Enrollment
Carrier Processing
59 calendar days
15 calendar days
14 calendar days
32 calendar days
Client and Broker review updated store and rates, and funding strategy
Broker submits final decisions
Client approves the Exchange portal update
CarePlus customizes and tests the Exchange Portal
CarePlus and Broker conduct QA
The Exchange s employees that portal is open
The Exchange portal closes at 5PM EST on last day of open enrollment
CarePlus sends elections to Carriers paper-free
Carrier processes enrollments
Group number and member IDs may not be available by benefits effective date. Employers and Brokers should instruct employees on what to do in this scenario.

14. Billing: Client Billing5 7 17 30
5th Business Day
of Month
7th Business Day
of Following Month
17th Day
of Following Month
Last Day
of Following Month
invoice to group for next month’s premium
CSV data available to group upon request
Payment due date is last business day of the month
CarePlus sends letter stating if invoice is not paid by the 17th, coverage will be retro terminated
Broker is notified
Send termination letter
$100 late payment fee is assessed
Broker is notified
Terminate with Carrier and CarePlus enrollment system
Dates subject to change based on calendar and holidays

15. Billing: Broker Invoicing Process1 5 30 7 30
1st Business Day of Month
5th Business
Day of Month
Due Date
7th Business Day of Following Month
Last Day
of Following Month
Determine number of benefit eligible employees for each group attached to Broker
invoice to Broker for next month’s fees
Broker terms are net 30 – due date is 30 days after the invoice date
Service call is made to Broker from CarePlus for any past due balance
CarePlus verifies no payment to date and advises Broker of impending termination of relationship

16. Contact Information
Contact CarePlus for:
Contact Broker/Consultant for:
Enrollment issues
Benefit deduction reporting
Tech support
New hire processing
Termination processing
Life event processing
Coverage confirmation
Plan/Coverage questions
Renewal process
Benefits strategy
Funding design
Legal compliance
Health care reform questions
Claim support
Carrier billing and payment questions
Insurance products are offered by BB&T Insurance Services, Inc. and McGriff Seibels & Williams, Inc., both of whom are subsidiaries of BB&T Insurance Holdings, Inc. CarePlus is a brand of F.B.P. Insurance Services, LLC, CA license # BB&T Insurance Services, Inc., CA license #0C Precept Insurance Solutions, LLC, CA license # McGriff, Seibels & Williams, Inc., CA license #0E83682.
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