Troubleshooting Employee Management Issues

Issue:  Unable to terminate an employee. Error message: There is a problem with employee plans. The following plans can’t be ended because the employee isn’t covered by a plan termination rule. Correct the rule and then terminate the employee.

Reason:  The listed plans do not have termination rules configured for the employee’s new class, so the system doesn’t know what termination rules to apply (end of month, on termination, 1^st of month). Add the employee’s class to the term rule of the plan, then go back and terminate the employee. Note! Term rules must be configured for all employees & EN recommends basing plan term rules on Everyone if term rules aren’t different per class structure.

Issue:  Unable to drop now ineligible coverage when changing an employee from a benefit eligible to ineligible class (unable to select drop radio button, only able to select skip).

Reason:  The plan(s) don’t have termination rules configured for the employee’s new class, so the system doesn’t know what term rules to apply. To fix, add the employee’s class to the term rules. To drop the skipped enrollments, go to the company’s Employees tab> Recent Activity and select the employee’s name under the activity titled ‘employees with ineligible enrollments that were previously skipped and should be dropped’. Note! Term rules must be configured for all employees & EN recommends basing plan term rules on Everyone if term rules aren’t different per class structure.

Issue:  Admin/employee is unable to process a life event because the life event links are disabled (Update Benefits tab in admin view, Benefits tab in employee view).

Reasons: 

1. The employee has an active New Hire/Newly Eligible window. All enrollment changes should be processed through the NH/NE window.
2. The life event tool has been hidden from employee view. Go to the company Settings tab > General Settings > show Coverage links on Benefits tab (right side under Options affecting employee display). If unchecked, life events are hidden from employees.

Issue:  A required plan does not appear as an option for enrollment when processing a life event.  

Reason:  The plan is set to require participation now, but may not have been marked as required during initial setup and the employee was able to decline coverage at some point. The system assumes all eligible employees are already enrolled in a required plan, so it won't appear as an option for enrollment under the life events tool. To fix, uncheck the Require Enrollment box in the plan setup.

Issue:  No employees (or only some) are pulling up when HR user searches for employees.

Reason:  HR user only has access to specific class structures (e.g. classes, departments, etc.) To check, go to the company Settings tab > Class Structure and click Update under the Access Control column next to the corresponding class structures. When the box next to an HR user is checked, it means they only have access to employees in that specific class.

Issue:  An active employee is not pulling up when using the search bar, but can be accessed via the company Employees tab > Advanced Search link. 

Reason:  The employee may be marked as Inactive. To check, go to the company Employees tab > Advanced Search and click Manage next to employee's name. Once on the employee's record, go to Profile > Employment and click the link at the bottom for show additional info. Confirm that No is not selected for the Active field. If it is, change to Yes and save the page.