Pending Cases - Requirements Content Link

• Overview
• Creating Requirements Manually

• Creating an Underwriting Requirement
• Creating a Delivery Requirement

• Creating a Policy Owner Service (POS) Requirement
• Adding Requirement Notes - Copying an Existing Requirement

• Changing an Underwriting Requirement's Date/Status
• Manual Method

• Quick Receipt Method
• Using Edit Mode to Create and Edit Requirements - Resetting a Requirement’s Follow-Up Date

• Recreating Underwriting Requirements
• Viewing All Requirements for Informal Cases

• Prioritizing Requirement Lists by Status

Overview

When viewing a pending case, the user can access this content link to track the status of any underwriting, delivery and policy owner service requirements associated with the case. Watch the Training Class: Adding

Underwriting Requirements Watch the Training Class: Modifying Requirement Details The list shows underwriting requirements by default, but the user can use the Requirement Type drop-down list to

display other types of requirements (or all requirements). SmartOffice adds requirements to this list automatically based on underwriting guidelines defined in the Carrier and Product modules. However, users can also add requirements manually. For informal applications, requirements added on the Requirements content link of the parent case display with a blue background when the user views the underwriting requirements for a child case. This enables the user to manage all of the child case requirements from one location or add a general requirement, such as an attending physician statement (APS),

in one location and have it apply to all child cases. The follow-up date of each requirement is automatically determined based on settings for the carrier. Requirements with a follow-up date matching the current date or earlier display on the Global Follow-Up lists of both the case manager and the requirement manager. From the Underwriting Requirements List, the user can manually add requirements, change the date/status of a requirement, reset a requirement's follow-up date or recreate a requirement from a

product's guidelines. Watch the Training Class: Receiving Case Requirements

Creating Requirements Manually

Creating an Underwriting Requirement

• From the Requirement Type drop-down list, select Underwriting Requirements or All.

• Select Menu > New 'Requirement' record to open the Select Requirement Type(s) dialog box.

The Internal requirement type is a special requirement type that is never visible to SmartView for Advisors users and is never included in correspondence and Case Status updates sent to advisors. The other requirement types can be made visible or invisible to SmartView for Advisors users, as described later in these instructions.

• Select one or more requirement types and then click the OK button to open the Select Requirement(s) dialog box.

This dialog box lists only those requirements matching the types selected in the previous step. The listed requirements are created in the Requirements section of Policy/Case Setup.

Note: This dialog box does not open if the user elects to add a Manual-type requirement. Instead, the underwriting requirement detail dialog box opens directly.

The user can then manually enter the requirement description. - Tag one or more requirements and then click the OK button to open the requirement detail dialog box.

• Under Select Insured Contact(s), select the contacts for whom the requirement is being created if the case contains two or more insured parties. Selecting multiple contacts will create a separate requirement for each contact.
• Under Requirement(s), if this is a Manual-type requirement, enter a description of the requirement

(this field is read-only for other requirement types). To create multiple Manual-type requirements, enter multiple descriptions separated by two hyphens (--) (e.g., Blood Profile -- HO). When the requirement is saved, SmartOffice will create a separate requirement record for each description.

• Under Remarks, enter any comments about this requirement for later reference by you and/or other users.
• Under Underwriting Requirement

Details, enter the appropriate field values and options: - Status: The current status of the requirement in the underwriting process.

• Required Of: The entity that will fulfill the requirement.
• Status Date: The date on which the requirement's status was last updated.

• Follow-up: The date on which the requirement manager is expected to follow up on the status of the requirement. This date determines when the requirement appears on the requirement manager's Follow-up list (for information about requirement follow-ups, see Additional Pending Case Management Features). Rules for calculating requirement follow-up dates automatically can be configured for all carriers in Policy/Case Setup - Follow-Up or for a specific carrier on the carrier's PCM Options content link.

• Completed Date: If the requirement is already completed, enter the completion date here. Note that entering a completion date while creating a requirement or when editing a requirement later automatically clears the Follow-Up date field, but the user can enter a new Follow-Up date if necessary.

• Req. Manager: The SmartOffice user who is responsible for tracking the requirement. Click the Req. Manager hyperlink to open a list of available users. The requirement will appear on the requirement manager's requirements Follow-Up list

(for information about requirement follow-ups, see Additional Pending Case Management Features).

• Form: Click the Form hyperlink to select from a list of available forms (defined on the carrier's Forms content link) that can be attached to the requirement. After a form is linked to the requirement, the user can click the View Linked Form button to download the form.

• Documents: Click the Documents hyperlink to select from a list of available documents (defined on the pending case's Letters/Documents content link) that can be attached to the requirement.
• PCM Document: This read-only field is visible when the Allow SmartView for Advisors users to upload documents option is selected in Policy/Case Setup - Advisor Communication or SmartView for Advisors Setup. An advisor who has a SmartView for Advisors - SmartOffice Format user account can use this field to upload any requirement-related document. The advisor will see an Upload PCM Document button next to this field. Selecting that button opens the Document List, where the advisor can add a document (Menu > New

'Documents' Record) and then select that document to upload it to the requirement record.

The case manager can provide a document for the advisor to complete by adding it to the requirement's Documents field.

• Visible to Advisors: Select this option to make this requirement visible to advisors who access case information using SmartView for Advisors. This option also determines whether the requirement is included in pending case correspondence and Case Status updates sent to advisors. Note that this option is not available for Internal-type requirements.

• Key Requirement: Select this option to indicate that this requirement is particularly important. The requirement will also appear in bold in the Underwriting Requirement List. Note that the system automatically clears the Key Requirement option when the requirement's status changes to Cancelled, Completed, Declined, Received, Waived

or Withdrawn. - For medical requirements, click the Medical Requirement Details button to enter doctor, medical facility, service provider and/or other details. The medical facility handles the requirement. For example, if the case requires a blood sample, and St. Jude is performing the blood test, that facility is listed in the Medical Facility field.

• To enter reimbursement information, click the Reimbursement button. The Reimbursement section enables the user to track information such as Pre-Pay Amount and Date Reimbursed.

• For APS-type requirements, click the Credit Card button to track credit card type, number and expiration date information for APS reimbursements. This button is available only when the user has the Track Credit Card Information license (see User Accounts - User Rights).

• Click the OK button.

Creating a Delivery Requirement

• From the Requirement Type drop-down list, select Delivery Requirements.

• Select Menu > New 'Requirement' record to open the Select Requirement Type(s) dialog box.
• Follow the steps for selecting a requirement type and other delivery requirement options as described in the topic Pending Cases - Delivery Content Link. Once created, the new delivery requirement will also appear on that content link.

Creating a Policy Owner Service (POS) Requirement

• From the Requirement Type drop-down list, select Policy Owner Service.

• Select Menu > New 'Requirement' record to open the Select Requirement Type(s) dialog box.
• Follow the steps for selecting a requirement type and other policy owner service requirement options as described in the topic SmartPolicies

• POS (Policy Owner Service) Content Link. Once created, the new policy owner service requirement will also appear on that content link.

Adding Requirement Notes

From a list of requirements: - Select a requirement in the list.

• Click the Options button and select New Requirement Note to open the New Requirement Note dialog box.
• Enter the note, and then select OK.

While viewing a requirement: - Open a requirement.

• Select Menu > New Requirement Note to open the New Requirement Note dialog box.
• Enter the note, and then select OK.

Copying an Existing Requirement

To create requirements quickly, users can copy existing requirements from the current pending case or another case and modify them as needed. -

If copying requirements from another pending case, search for the pending case and open its Requirements content link.

• Select one ore more requirements, and then click the Options button and select Copy Requirement.
• When prompted, search for the pending case that the selected requirements will be copied to.

• In the list of search results, select the case. The requirements are copied to the selected case.

The copied requirements retain certain information from the originals

(e.g., remarks, status, required of, follow-up date), but SmartOffice automatically updates information such as the policy number and insured contact to match the destination case.

Changing an Underwriting Requirement's Date/Status

Manual Method

• Select one or more requirements in the Underwriting Requirement List.
• Click the Options button and select Change Date/Status to open the Requirement Dates dialog box.

• Update the requirement's Status, Status Date, Required Of, Follow-Up Date and/or Completed Date fields.

• Click the OK button.

Quick Receipt Method

Users can save mouse clicks by changing a requirement's status directly from the Underwriting Requirements List.

Note: Before this feature can be used, the underwriting list layout must be customized to include the Quick Receipt column. For more information, see List Layout Customization. In addition, an administrator must configure quick-receipt workflows in the PCM Workflows section of Policy/Case Setup (under Requirement Workflow).

The Quick Receipt column contains check boxes that users can click to trigger a requirement receipt workflow.

The Quick Receipt column is also available in other areas of the system, including: -

Pending case Delivery content link

• Pending case Advisor Requests content link
• Requirement Follow-Ups List

• Group policy Group Requirements content link
• Policy POS content link

After clicking the Quick Receipt check box for a requirement, the user can click it again to clear it. This reverts the requirement to its previous status.

Using Edit Mode to Create and Edit Requirements

The Modifiable List feature enables the user to quickly create and edit multiple requirements at the same time. This feature eliminates the need to open requirements individually to update them. -

To edit existing requirements, tag them in the Underwriting Requirement List.

• Click the Options button and select Switch to Edit Mode to display a spreadsheet-style editable list.

• Edit the columns. To move to the next or previous field quickly, press TAB or SHIFT+TAB on the keyboard.
• To add a requirement, select Menu > Add New List Row.

Tip: To quickly enter the same value in all fields in a particular column, enter the value into one field, and then click the Copy Value button next to the column heading. Note that any existing values in the other fields will be overwritten with the new value.

Resetting a Requirement’s Follow-Up Date

To calculate a new follow-up date for a requirement based on the current date: -

Tag a requirement in the Requirement List.

• Click the Options button and select Reset Follow-Up Date.

The calculation used to reset the follow-up date is specified in the Carrier module. If exceptions have not been specified at the carrier level, the default setting from Policy/Case Setup is used.

Recreating Underwriting Requirements

It may be necessary to recreate underwriting requirements for a case if there is a change in the face amount, carrier, age or other critical information that would affect the number and/or types of requirements. To recreate the underwriting requirements from a carrier's or product's guidelines: -

From the Requirements content link, select Menu > Recreate Standard Requirements. A delete confirmation message displays.

• Do one of the following:
• To append any new underwriting requirements to the existing requirements, click the No button.
• To remove the current requirements—except for the Await Approval and Replacement requirements created by PCM Workflows (see Policy/Case Setup)—and replace them with all applicable requirements defined in the associated carrier/product records, click the Yes button.

The Recreate Underwriting Requirements dialog box opens to confirm a successful update.

Viewing All Requirements for Informal Cases

The user can display requirements for an informal parent case and all of its child cases in a single list. While viewing an informal parent case, select Menu > Show Requirements to open a dialog box listing the requirements.

Use the Select drop-down list at the top of the dialog box to choose the types of requirements to display.

Prioritizing Requirement Lists by Status

To help case managers process requirements more efficiently, requirements lists can be configured so that higher-priority requirements automatically rise to the top.

To set up a requirements list in this way: - Add the Status Priority column to the list if it is not already present (learn how to add columns to lists).

• Apply a custom sort to the requirement list that sorts the Status Priority column in descending order.
• Make sure the Key Requirement option is selected for important requirements (see Creating an Underwriting Requirement).

The system automatically assigns a status priority to a requirement as follows: -

High: This priority is assigned to key requirements with a status of Outstanding.

• Medium: This priority is assigned to non-key requirements with a status of Outstanding.

• Low: This priority is assigned to all requirements with a status other than Outstanding.