CSM Team - Source of Truth

Enrollment Periods end at 11:59pm PST

NOE Customer Support Hours: Monday–Friday, 8am–9pm CT · Saturday–Sunday, 8am–5pm CT

benefitbay's Payor ID: 1000073039

Onboarding & Training Foundations

• THE PLAYBOOK
• Suggested Training Schedule and Timeline (30, 60, 90 days)
• Sharepoint Link to CSM Documents 
• ICHRA and benefitbay 101
  • General benefitbay new hire training (old)
• OKRs 
• 1:1 Agenda Template
• Common Q&A
• Reports
• Logging Meetings in Hubspot
• Employer Decks 
• Agent Decks
• New Millennial Enrollment link
• bb Medicare Support Scheduling link
• Apollo Onboarding instructions 
  • Apollo Scheduling link
• ICHRA Redesign tutorials
• COBRA Administration overview
  • Form Sign Up 
  • One Pager
  • Ticket Pipeline Enabled  (will have to click dropdown and select COBRA)
    
  • Talking Points
  • PCORI for Agent
    • PCORI for employers
• ACA Form Sign Up
• ACA - One Pager
• ACA - Ticket Pipeline (You will need to click the drop down and select ACA ticket submission)
  
• Invoicing Template
• 5500 Filing
• Example of Initial Rights Notice
• Auditing procedure (Soft & Hard Audits)
  • Renewal Report audit for NOE renewal groups
• Creating Plan Documents
• W9 — Benefitbay Fw9 March 2025.pdf
• How to train an Agent
  • Implementation Deck
  • Video Tutorials on the platform
  • Design and Fulcrum
    • Tutorials
    • Training videos
    • Points of interest / Considerations
  • ER support
    • Email templates
    • Training content
    • Enrollment Meeting Link
    • Support 3-way call and escalation meeting link
• How to train an Employer
  • Onboarding Decks (first meeting with ER/Broker team) 
  • Video Tutorials on the platform
  • Training content
    • Training email #1
    • Training email #2
    • Training email #3
    • Training email #4
    • Training email #5
  • Collateral for employee education and engagement
    • Employee email templates (open enrollment)
    • Onboarding
      • Employee Education Video 
    • QLE
    • Medicare handout - PDF
    • Checklist
  • Enrollment Audits
    • Soft Audit
    • Hard Audit
  • Post Implementation Deck Instructions
  • QBR Deck (Quarterly Business Review) ⚠ same generic landing page — see note above
  • Renewal Design Conversation
• New Employer Group Checklist (Word document created by Damon)
• ACA
• PCORI (covered above under COBRA)