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Funeral Home Undelivered Verification Project

Understand the verification process for pre-arranged funeral contracts, update contract status, and run reports in the Lotus Notes system. Follow specific steps to ensure accuracy and completeness.

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Funeral Home Undelivered Verification Project

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  1. Funeral Home Undelivered Verification Project PAF Pre-Arranged Funeral

  2. Introduction Lotus Notes System Understanding the Contract Listing Process Steps Hiring and Training Temps Quality Assurance Resources for Help Agenda

  3. IntroductionPurpose The Pre-arranged Funeral Trust Verification Project (PAF) is a review of contract documentation in location files conducted… To ensure contracts listed as active in HMIS are, in fact, active and accurate. To identify active contracts that are not in HMIS that need to be entered.

  4. IntroductionYour Role • Locate all “active” Pre-arranged Funeral Trust contracts. • Fax the contracts to an assigned number. • Should be started and completed no later than the ‘start’ and ‘due’ dates provided by your Market Director/Manager. • This will be discussed in your kick-off conference call.

  5. IntroductionYour Role • Review and update the “active” contract status in Lotus Notes. • Fax contract exceptions to 1-866-613-0023 using an exception worksheet. • Provide any supporting documentation before and after review. • Run Interim and Final reports to close out the project.

  6. Purpose of the Lotus Notes System Contract Listing Printing ‘Active’ contract listings from Lotus Notes Updating contract status in Lotus Notes Lotus Notes SystemOverview

  7. Lotus Notes SystemPurpose • PAF Verification and contract status update. • Sort the Contract Listing by contract number or purchaser name. Recording the results of your review. Reporting needed transactions in HMIS.

  8. Contract Listing Overview • What it contains • Which sort to use • The different sections

  9. Contract ListingWhat It Contains • Contracts with an active status (i.e., unfulfilled, non-insurance) • Contract number • Contract sale date • Total sale amount • Purchaser name • Beneficiary name

  10. Contract ListingWhich Sort To Use • Sorted by: • Purchaser Name • Contract Number • How are your files set up? • Alphabetical • Numerical

  11. Contract ListingThe Different Sections • High Value Contracts • Low Value Contracts Each section is individually sorted, either alphabetically or numerically.

  12. PAF Verification Process StepsOverview • Print Contract Listing Page • Mark Missing Files • Pull Files • Fax Contracts • Faxing the Contract • Enter Status in Lotus Notes • Review Files • Determine Status • Enter Status in Lotus Notes • Process Exceptions • Replace Files • Go back to Step # 2

  13. PAF Verification Process StepsOverview • Print Contract Listing Page • Mark missing or files • Pull Files • Fax Contracts • Faxing the Contract • Enter Status in Lotus Notes • Review Files • Determine Status • Enter Status in Lotus Notes • Process Exceptions • Replace files • Go back to Step # 2

  14. PAF Verification Process Step 1Print Contract Listing Page • Print the Contract Listing from Lotus Notes.

  15. Go to the Alderwoods Intranet Link Select ‘4’ Corporate Web Reporting. Process StepsStep 1Print Contract Listing Page 4

  16. Select ‘QA Crystal Enterprise 10’. Process StepsStep 1Print Contract Listing Page

  17. Click on the Folders link and select ‘Contract Verification List’. Process StepsStep 1Print Contract Listing Page

  18. From the ‘Contract Verification List’ select the report based on the way your files are set up. By Purchaser By Beneficiary By Contract Number Process StepsStep 1Print Contract Listing Page

  19. From the pop up box select ‘Schedule’. Process StepsStep 1Print Contract Listing Page

  20. From the drop down box that has ‘Schedule’ in it select ‘Parameter’. Select ‘Now’ from the ‘Run Report’ drop down box. Process StepsStep 1Print Contract Listing Page

  21. Enter your Location Number and click ‘Add’. Select ‘Schedule’ from the top right hand side of the screen to generate the report . Process StepsStep 1Print Contract Listing Page

  22. When the status indicates ‘Success’ the report is ready to be selected and printed . Process StepsStep 1Print Contract Listing Page

  23. Select the ‘Print’ icon to print the report. It can be printed on letter sized paper in landscape mode. It can also be printed on legal sized paper to make room for notations, for example, to mark a file as missing. Process StepsStep 1Print Contract Listing Page

  24. PAF Verification ProcessStep 2Pull the Files • Pull the files. • Group files with the Contract Listing page. • Indicate missing files.

  25. Group the files with the corresponding contract listing page. For missing files mark an “M” to the left of the group Contract Number on the Contract Listing printed page. Process StepsStep 2Pull the Files

  26. PAF Verification Process Steps Overview • Print Contract Listing Page • Mark missing files • Pull the Files • Fax Contracts • Faxing the Contract • Enter Status in Lotus Notes • Review Files • Determine Status • Enter Status in Lotus Notes • Process Exceptions • Replace Files • Go back to Step # 2

  27. Process StepsStep 3Fax Contracts • Fax Contracts to 1-866-613-0023. • A cover page is not needed. • If the contract number is not visible on the fax, hand write in the 12 digit contract number exactly how it is written in Lotus Notes including location number. • You must send a separate fax for each contract!

  28. Mark an “F” to the left of the group Contract Number on the Contract Listing printed page that the contract has been faxed. Process StepsStep 3Fax Contracts

  29. Process StepsStep 2Fax Contracts • Mark the box ‘Faxed Contract’ in Lotus Notes. • Click ‘SUBMIT’

  30. PAF Verification Process Steps Overview • Print Contract Listing Page • Mark missing files • Pull Files • Fax Contracts • Review Files • Determine Status • Enter Status in Lotus Notes • Process Exceptions • Replace Files • Go back to Step # 2

  31. Process StepsStep 4Review Files • Determine Status. File status could be any of the following: • The file is missing. • Everything contained in the file is correct. • The file contains exceptions, such as • The contract amount is incorrect or has changed. • The contract is inactive due to a change in status.

  32. Process StepsStep 4Review Files • Determine Status. File status could be any of the following: • The file is missing. • Everything contained in the file is correct. • The file could contain exceptions, such as • The contract amount is incorrect or has changed. • The contract is inactive due to a change in status.

  33. Process StepsStep 4Review Files • If the file is missing… • Mark the box ‘File is Missing’ in Lotus Notes. • Click ‘SUBMIT’ Mark the box ‘Faxed Contract’

  34. Process StepsStep 4Review Files • The file could be missing because: • - It is in use. • - It has been misplaced or lost. • The case has gone at-need. • (Rechecking for missing files will be addressed later.)

  35. Process StepsStep 4Review Files • Determine Status. File status could be any of the following: • The file is missing. • Everything contained in the file is correct. • The file could contain exceptions, such as • The contract amount is incorrect or has changed. • The contract is inactive due to a change in status.

  36. If everything is correct… Mark the box ‘ Active- All Information Correct’ in Lotus Notes. Valid Contract # Valid Purchaser Name Valid Beneficiary Name Valid Sales Amount Click ‘SUBMIT’ Process StepsStep 4Review Files

  37. Process StepsStep 4Review Files • Determine Status. File status could be any of the following: • The file is missing. • Everything contained in the file is correct. • The file could contain exceptions, such as • The contract amount is incorrect or has changed. • The contract is inactive due to a change in status.

  38. Process StepsStep 4Review Files • Overview of ‘Step by Step’ processing for exceptions. • Enter the exception into Lotus Notes. • Complete the Exception Form. • Fax the Exception Form and Supporting Documentation.

  39. Process StepsStep 4Review Files • Overview of Step by Step processing for Exceptions. • Enter the Exception into Lotus Notes. • Complete the Exception Form. • Fax the Exception Form and Supporting Documentation.

  40. Process StepsStep 4Review Files • Enter the Exception into Lotus Notes. • The reason for Exceptions could be: • The total contract amount is different. • Death Maturity (Pre-Need Conversion) has occurred. • The Customer requested cancellation. • A third party provided the At-Need service.

  41. Process StepsStep 4Review Files • Enter the Exception into Lotus Notes. • The reason for Exceptions could be: • The total contract amount is different. • Death Maturity (Pre-Need Conversion) has occurred. • The Customer requested cancellation. • A third party provided the At-Need service.

  42. Process StepsStep 4Review Files • Mark the box‘Total Contract Amount is Different’ in Lotus Notes. • Enter the Correct Amount. • Click ‘SUBMIT’ Mark the box ‘Faxed Contract’

  43. Process StepsStep 4Review Files • The total contract amount being different could be due to: • A contract upgrade/downgrade. • A spousal death (1/2 used). • The net amount being entered rather than total contract amount. • A change by the customer.

  44. Process StepsStep 4Review Files • Enter the Exception into Lotus Notes. • The reason for Exceptions could be: • The total contract amount is different. • Death Maturity (Pre-Need Conversion) has occurred. • The Customer requested cancellation. • A third party provided the At-Need service.

  45. Process StepsStep 4Review Files • Mark the box ‘Death Maturity/At-Need Conversion’ in Lotus Notes. • Provide At-Need contract number (FDMS contract number) • Click ‘SUBMIT’ Check box ‘Faxed Contract’

  46. Process StepsStep 4Review Files • Enter the Exception into Lotus Notes. • Types of Exceptions. • Total contract amount is different • Death Maturity (Pre-Need Conversion) • Customer requested cancellation • Third Party provided At-Need service

  47. Process StepsStep 4Review Files • The customer may request cancellation and: • Receive a refund. • Re-write the contract to another Alderwoods contract. • Re-write the contact as an insurance contract.

  48. Process StepsStep 4Review Files • Mark the box ‘Customer Requested Cancellation’ in Lotus Notes. • Click ‘SUBMIT’ Mark the box ‘Faxed Contract’

  49. Process StepsStep 4Review Files • Enter the Exception into Lotus Notes. • Types of Exceptions. • Total contract amount is different • Death Maturity (Pre-Need Conversion) • Customer requested cancellation • Third Party provided At-Need service

  50. Process StepsStep 4Review Files • Mark the box ‘Third Party Provided At-Need Service’ in Lotus Notes. • Click ‘SUBMIT’ Mark the box ‘Faxed Contract

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