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Material Compiled from Postings by Marina Pearson, VP, Lumen Benefits & Policy in the “U S WEST/Qwest Retirees and Wannabes” Facebook site

The summary was created for the website of the CenturyLink Retirees Association and for the benefit of all retirees. Note that the “How-to” video link is in the posting for January 11th. Our thanks to Marina Pearson for her dedication to the employees and retirees of the company. – CenturyLink Retirees Association (ctlretirees.org (A how-to video guide is near the bottom)

Subject:  Help with 2022 HRA Setup

January 8 through 11, 2022 – (Without Retiree Responses)


Posted on January 8, 2022

Hi everyone. I’m hoping this is a good idea to join the group to provide updates and to be able to answer questions. As you know by now, Lumen changed benefits administration to Businessolver (BSC) effective 1/1. While we planned for a smooth transition for retirees we’ve ran into some issues. First we learned last week that many enrollment packets explaining the changes got mailed late and they also had some programming issues. We are working non-stop with BSC to get everything corrected. To avoid the long wait on the phone, you can go directly to the enrollment website at lumen.com/healthbenefits. Sign up as a new user, find the HRA tab at the top to see instructions on setting up your banking info (which could not be transitioned from the prior vendor), get forms for reimbursements, etc. Please note the process for dental invoicing/reimbursements are different with BSC but no change in benefit coverage. I will also be posting HRA instructions and forms later today on our www.lumenbenefits.com website under the retiree section.

Marina Pearson

VP, Lumen Benefits & Policy.

Posted January 9, 2022 at 2 p.m.

Update on Retiree HRA Account and Reimbursement Forms.

Here is a link to our retiree site to find the forms https://www.lumenbenefits.com/ret-status-lndg.html or you can find them on the Businessolver (BSC) website lumen.com/ healthbenefits (type this in your browser rather than copy/paste.) You can also find the HRA welcome guide there so you don’t have to wait for it in the mail. Your documentation will need to include date(s) of coverage, cost of premium, name of the insured, carrier (or insurance company name) and type of premium. For a one-time payment enter the first and last day of the month of the expense, (e.g. 1-1-2022 to 1-31-2022). To set up auto payment each month for the entire year, enter 1-1-2022 to 12-31-2022. I’m still confirming what exactly you need to provide for Medicare Part B reimbursement (if you are eligible).

As I mentioned earlier, the dental invoice/HRA reimbursement changed with BSC. This is a result of BSC system limitations at this time. You will be invoiced (or taken from pension check) for the full amount and at the same time BSC has set up HRA auto reimbursement (if eligible) for your normal monthly reimbursement. You can change the amount online or if you want to receive the reimbursement as a deposit to your checking account, log on and enter your banking info.

To manage your HRA once logged in, select your name in the top right corner and choose Consumer Accounts from the drop-down menu. If you need to create an account or reset a password, you can do that from the Login page.

Finally, we are working with Businessolver to set up a webinar/conference call for retirees the week of 1/10 that will demo how to use the website and mobile apps and answer the majority of your questions. The call will be recorded so if you can’t attend you can play it back later form the BSC website. So rather than waiting to talk to a rep you may want to wait and attend/listen to the webinar. I’ll post the date and time here as soon as it is scheduled.

Marina Pearson

VP, Benefits & Policy – Lumen

Posted on January 10, 2022

Below is updated information to get reimburse through your HRA after 1/1/2022:

If you are enrolled in a Medicare Supp plan through Via Benefits: Files will continue to be sent to the new vendor Businessolver (BSC) to process your auto reimbursement. The payment will be made by check unless you change to direct deposit with the new vendor at www.lumen.com/healthbenefits.

If you enrolled in a Medicare Supp plan through Navigators: Files will NO LONGER be sent to your HRA from your medical carrier for auto reimbursement. Instead, you will need to log on to the new vendor website to set up your auto-reimbursement and provide a copy of your current coverage statement from your insurance provider showing who is covered and the monthly amount.

If you have Lumen Dental coverage and were billed in the past the amount net of your monthly HRA reimbursement (e.g. Qwest mgmt.): There is a new process with vendor that is not as convenient (right now but hopefully will change with system enhancements) but does result in no change in your HRA benefit amount. You will be invoiced (or deducted from pension check) the full amount of the cost of coverage and at the same time you will be reimbursed (via check unless you change to direct deposit with the new vendor) for your normal monthly amount from your HRA. I have instructed BSC to set your dental HRA reimbursement at auto-payment with your normal reimbursement (e.g. $20 single, $40 plus spouse) but if you want to change the amount, log on to the new vendor website to update.

To get reimbursed for all eligible expenses: Go to the Businessolver (BSC) enrollment website at www.lumen.com/healthbenefits and follow the instructions to navigate to the MyChoice Accounts online payment system, and fill in all required fields or download a copy of the reimbursement form(s) to mail or fax to BSC. To submit a request for HRA reimbursement, you will be asked to provide documentation. Your reimbursement request must have the following information:

• Date(s) of coverage or service (For one-time payment enter dates for the month of service, for example 1-1-2022 to 1-31-2022 for auto-reimbursement for the entire year enter 1-1-2022 to 12-31-2022

• Cost of premium/eligible expense

• Name of the insured

• Carrier (or insurance company) name

• Type of premium/eligible expense

• Acceptable documents: Explanation of Benefits, itemized invoices, or any document that contain dates of service, patient, provider name, amount and type of service. Please note we have added to the list today: For Lumen Dental coverage – copy of the pension stub showing the premium amount, for Medicare Supp plans – any provider documentation that shows the monthly amount and coverage time period is indicated to cover the current month. BSC will be reprocessing all denied claims this week if you have submitted these for documentation.

• Submit claims for reimbursement using any of these options:

• Online: Upload to www.lumen.com/healthbenefits

• Mobile: Upload using the MyChoice Mobile App

• Email: claims@mychoiceaccounts.com

• Fax: 855-883-8542

• Mail: MyChoice Accounts,

MSC 163940, PO Box 105168, Atlanta, GA 30348-5168

For health and life benefit questions call 833-925-0487, Mon – Fri, 7 am – 7 pm CST

Posted January 10, 2022

How-To Videos Coming Soon: The new service center (Businessolvers) are working on videos that will be posted later this week that will show step-by-step instructions on things like how to set up your MyChoice Accounts that I hope will be helpful. I’ll let you know when they are available and how to access them.

Posted January 10, 2022 at about 10:30 a.m.

Update on the MyChoice Mobile App.

Once you download the app and if you get an “update needed/is available notice” – the update is related to the phone’s operating system rather than the phone itself. Android 10 is an operating system that was released in September 2019. You need to update your operating system on your existing phone to utilize the app (if you have an old flip phone this may not work for you). Below I have included the supported platforms (devices and operating systems) for the MyChoice Mobile app.

• IPhone 6s and above

• Variety of Android devices (ex, Samsung, OnePlus, Google Pixel). In addition the best use the following operation systems are recommended on these phones: Android operating system 10 and higher or iOS 14 and higher

Posted January 10, 2022 at about 11 a.m.

Update for Qwest Craft/Occ and SHARE eligible retirees: If you did not know – your unused 2021 HRA balances are scheduled to transfer from the old vendor to the new on January 18th and be ready for you to see/use on February 1.

Posted January 10, 2022 at 10:33 a.m.

Update on HRA documentation needed. If enrolled in Lumen dental coverage and have a HRA, a copy of your Lumen dental invoice will work to set up your auto reimbursement. For Medicare Part B reimbursement (for those eligible), a copy of the letter from SS that states the amount you owe is required. For Medicare Supplement plan premiums, a copy of your monthly statement showing the amount you owe will work. If you’re trying to upload something that is not working – let me know.

Posted January 10, 2022 about 10:46 a.m.

Update on “the Company Key” when trying to register on the Businessolver site:

The company key is pre-populated when you reach the registration page if you go to Lumen.com/healthbenefits (type in rather than copy/paste). If you go to ‘Benefitsolver.com’ general webiste to register, the company key will not be pre-populated. The company key to enter is: Lumen

Posted January 10, 2022 about 5:25 p.m.

Steps to set up your Lumen HRA reimbursement online (to avoid the long wait times on the phone with the service center):

From the home page of www.lumen.com/healthbenefits – Navigate to your name in the top right corner of the page. Click on your name and select Consumer Accounts. This will take you to the Account Overview page. From this page, you can manage your HRA, reimbursements and direct deposits. Refer to the Status column to check if there’s any additional information required to process a particular HRA claim.

At the top of the page you’ll see a menu containing: • Accounts: From this menu, click on Retiree Health Reimbursement Account to get to the Account Overview page. • Manage: This menu gives you choices about specific action you may want to take, like managing your bank account(s) on file or the providers that you pay with your HRA funds.

You can: • View Details: This will show you the latest transactions that have taken place within your account so you can stay up to date with your balance. • Request Payment: This option allows you to submit receipts or other documents for reimbursement. • Pay a Provider: Allows you to pay a carrier/insurance company directly for your HRA-eligible expenses.

View Details Here, you can see an overview of your HRA (for example, contributions made for the year, claims paid, and available balance). You can also see detailed account activity, including each transaction, what its status is, the amount and actions you can take (like uploading documentation or viewing claim details). Filtering features at the top of the page make it easy to navigate to the information you need.

Request Payment To request payment/ reimbursement, follow the instructions on the screen and fill in all required fields.

Pay a Provider If you want to use your account balance to pay a provider (carrier/ insurance company) directly, just click the Pay a Provider button on the Account Overview page. You can select the provider name, indicate whether it’s a one-time expense or one you’ll have on a more regular basis and indicate the date for the payment. Then, you can upload documentation and submit the expense for payment. MyChoice Accounts will manage the payment based on your settings.

Manage When you select Manage at the top of the Account Overview Page, you will have several options: • Bank Accounts: Set up your bank accounts for direct deposit (if you haven’t yet initiated direct deposit) • Pending Transactions: Review all pending transactions • Providers: Manage your providers stored in the system for Pay a Provider

This page will allow you to set up your direct deposit for your MyChoice Accounts HRA. Follow the instructions below to get started. Select +Add Account Follow the instructions on screen to complete the process.

Pending Transactions Pending transactions allows you to see what items are pending and may require further action. This can also be seen on the Account Detail page. If an item requires further action, you’ll see a prompt at the top of the screen as well as in the detail. Simply select Attach Documentation and follow the instructions on screen.

Posted January 10, 2022 about 5:55 p.m.

To pay for your Lumen benefit premiums online and avoid the long wait on the phone:

From the home page of www.lumen.com/healthbenefits:

Click on “Make a Payment” link. Follow instructions provided. If you want to set up recurring auto payments, answer “yes” to the last question (Auto-pay?). If you answer “No” your payment will be considered a one-time payment, and you will be subject to a $2.00 convenience fee.

Note: By entering your banking information here for auto-pay will not automatically set you up to get your HRA reimbursed to your account. You need to do that separately – see my instructions on how to set up your HRA account.

Posted January 10, 2022 about 6 p.m.

To pay for your Lumen benefit premiums online and avoid the long wait on the phone:

From the home page of www.lumen.com/healthbenefits:

Click on “Make a Payment” link. Follow instructions provided. If you want to set up recurring auto payments, answer “yes” to the last question (Auto-pay?). If you answer “No” your payment will be considered a one-time payment, and you will be subject to a $2.00 convenience fee.

Note: By entering your banking information here for auto-pay will not automatically set you up to get your HRA reimbursed to your account. You need to do that separately – see my instructions on how to set up your HRA account.

Posted January 11, 2022

Good news! A how-to video is available walk you through setting up your HRA account and requests for reimbursement (see link below).

A how-to video is available walk you through setting up your HRA account and requests for reimbursement

(Lumen Retiree HRAs.mp4 (vimeo.com)

Posted on January 11, 2022 at 9:48 a.m.

If you have tried to set up your Lumen benefits account with Businessolver (BSC) using the instructions provided earlier to Make a Payment or set up HRA Reimbursement and you still need assistance or you have a personal issue you need assistance with, please send me an email using my work email at marina.pearson@lumen.com rather than using Facebook or FB Messenger. I’m finding (most of you) go by different names in FB than what your benefits are set up under so I can’t find your records 🙂. It will also make it easier to relay your information to the BSC team for action if needed.

Posted January 11, 2022 about 10 a.m.

Need to change your address with Businessolver? Here are the steps needed to complete an address update, or the adding of an alternate address:

• Log onto the Benefits site: lumen.com/healthbenefits

• Enter your UserName and Password

o If you do not have a Username and Password, click “Register” and follow the steps to set up a Username and Password

• Once logged in, click on the “Change My Benefits” tile on the Home page:

• Under Life Event, select “Update Demographic Information Only”

• On the next screen enter the current date and click “Continue”

• Click the “Edit” button under the About You section, and edit your primary address and/or add an alternate address and click “Next”

• On the next screen click “Approve”

• On the next screen click “I Agree”

• On the Thank You! page, make note of your Confirmation Number

WWW4.BENEFITSOLVER.COM

BenefitSolver – Sign On

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