Troubleshooting Desk Aids Tutorial

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Troubleshooting Desk Aids

Tutorial

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Lesson Agenda

Section 1: How to Navigate

5 minutes

Section 2: Overview

5 minutes

Section 3: For Brokers and Assisters

25 minutes

Section 4: For Customer Support Center

25 minutes

Conclusion

10 minutes

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Upon completing this lesson, you will be able to:

• Understand the Troubleshooting Desk Aids available to you and what

is included within them

• Understand how to use them quickly and efficiently

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How to Navigate

Troubleshooting Desk Aids

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There are Two Recommended Ways to Conduct a Search

Method 1: Familiarize yourself with the

• TOC is organized in order by page

• All page names are jump-to links

Method 2: Search Function

• Use the “Control+F” function on your

keyboard

• Search using common HPF key words

• E.g., “Household Income”

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Overview

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Definition:

Self-service reference manual for troubleshooting issues and

errors in Washington Healthplanfinder.

The Desk Aid Is Your First Source for Information

Things you will find in the Desk Aid:

• Triage pathways

• Resolution processes

• Screenshots and screen flows

• Escalations and high-level policies related

to issues and errors commonly encountered

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The Desk Aids

Assisters / Brokers

Customer Support Center

Purpose

Reference guide to provide resolution for system-related issues with customers

Target Audience

Certified Assisters, Brokers, Tribal

Assisters, HCA Community Partners

Customer Service Representatives

Use

“Real-time” use when on calls with

customers to help expedite resolution.

“Real-time” use when on calls with

customers to help expedite resolution

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Why Use the Troubleshooting Desk Aids?

What does this error mean?

How do I resolve this issue?

Where can I find the screenshots or screen flow I need?

How do I escalate this issue?

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The Desk Aids are Living Documents

Desk Aids are Updated Regularly…

1. Locate the Desk Aid on the

SharePoint site

2. Click on the title to open it in your browser

3. Once the file has opened, use the “Table of Contents” navigation to

access all sections

Desk Aids will be updated weekly, if there are necessary updates to

be made.

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Brokers and Assisters

Troubleshooting Desk Aids

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• For Certified Assisters:

Christine Brown

Navigator Training and Certification Manager

• For Brokers:

Shaina Mittlestead

HPF Business Senior Program Specialist

• For Tribal Assisters:

Sheryl Lowe

HBE Tribal Specialist

• For HCA Community

Karin Kramer

Partners:

Health Care Authority

• For WAHBE Staff

Randi Schaff

Readiness and Training

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Section 1: Errors

Brokers and Assisters: How it’s Organized

About You Page

Eligibility Results

Page

Change Reporting

Troubleshooting Desk Aid for

Brokers and Assisters

Add Household

Members

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Section 2: Incorrect Invoice

information

Brokers and Assisters: How it’s Organized (cont.)

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Sections 3 & 4: How to Log

Zendesk Tickets & Unresolved

Errors

Brokers and Assisters: How it’s Organized (cont.)

Logging a Zendesk

Ticket

Troubleshooting Desk Aid for

Brokers and Assisters

Bulletin of

Unresolved Errors

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Demo

Practice Session

Walk Through Troubleshooting Desk Aid for

Brokers and Assisters

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Knowledge Check

Where can you find a copy of the Desk Aid?

What are 4 things I can find in the Desk Aid?

1. Error resolutions

2. Incorrect invoice information

3. How to log a Zendesk ticket

4. Bulletin of unresolved errors

For Certified Assisters:

Christine Brown

For Brokers:

Shaina Mittlestead

For Tribal Assisters:

Sheryl Lowe

For HCA Community Partners: Karin Kramer

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Practice Exercise – Scenario 1

Scenario:

An In Person Assister is meeting with John, who is applying for Washington

Apple Health. John’s daughter, Evelyn is a tax dependent and was born in 1995. During the

application process, an error comes up that says, “Separate Application is needed.”

What is the reason for this error?

Evelyn is over 19

What is the proper procedure for applying?

1. On the original Primary Applicant’s application, indicate “Not seeking coverage” for the

child. (You may have to report a change on the application.) Although the child was

denied, they will still show as seeking coverage. If this is not updated, there will be a

person ID matching error when trying to create a new application for the child.

2. Create a new application for the 19 + year old child. 3 On the 19 + year olds app: add

primary tax filer, tax filer spouse, and all additional dependents, but indicate “not seeking

coverage” for these household members.

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Customer Support Center

Troubleshooting Desk Aids

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• Locate the Desk Aid on the SharePoint site

• Click on the title to open it in your browser

• Once the file has opened, use the “Table of Contents” navigation to

access all sections

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Section 1: pages within HPF

Customer Support Center: How it’s Organized

Security Issue #1

Account Creation

User cannot update

application

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Section 2: Errors

Customer Support Center: How it’s Organized (cont.)

The application a date was

entered in the future

An individual has indicated

that they are pregnant with

gender being male

There is not member

record for the Primary

Exchange ID

Troubleshooting Desk Aid for

Customer Support Center

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Section 3: Standard Functionality

Customer Support Center: How it’s Organized (cont.)

Identify the owner of the

issue as well as who will be

informed

What a customer should

have seen based on the

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Knowledge Check

Practice Session

Walk Through Troubleshooting Desk Aid for

Customer Support Center

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Knowledge Check

Where can you find a copy of the Desk Aid?

A customer has Error Message Code 3031 showing. After opening up

your Desk Aid, how do you find the error code?

Locate the error code within the Table of

Click on the correct Error code within the Table of

Follow the prompts to resolve the error

Customer Support Center SharePoint!

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Practice Exercise – Scenario 2

Scenario:

Jeffrey is applying for healthcare and when trying to submit his application

receives error #3024:

We are Unable to Process your application.

Please contact customer service at 1-855-WAFINDER (1-855-923-4633) between

the hours of 7:30AM and 8PM for help completing your application.

What are the correct steps to resolve this error?

1. Go through the customer’s application. On the “Primary Applicant’s Taxes” page and the

“Add Household Members” Page, ensure that the Tax Filing Status is present for all