Contractor will act as the third-party administrator for the City’s health care and dependent care flexible spending accounts (FSA) and shall be responsible for the following: A. Establishment of participant accounts. B. Confirmation of election to participate in the FSA program to include the amount of annual election and deadlines for incurring and submitting claims. The confirmation should be mailed to the participant. C. Full-service handling of claims inquiries, including but not limited to account balances, account activity, allowable charges, claims approvals and denials, management and communication of incur/submission deadlines. D. Delivery of exceptional customer service support via phone and website. E. Plan-related compliance with federal and state laws and strict adherence to plan and governmentally prescribed deadlines and eligibility rules. In the event of a claim denial, Contractor shall educate the affected participant of prescribed rules and regulations. Under no circumstances shall Contractor give participants “false hope” by referring them back to the City’s Benefits team to request an exception. The City strictly adheres to plan rules and regulations, including applicable deadlines. F. Acceptance of claims requests via mail, fax and internet...
