Employer Frequently Asked Questions

You may click on a topic to go to that section or click on individual questions.

Employer / Client Services

1.  How can I reach ACS Benefit Services, Inc. Client Service Department and what are the service hours?

2.  What is the mailing address for correspondence regarding my company’s account?

3.  How do I change my company’s contact information?

4.  How will my company be invoiced for Claim Funding and Monthly Administrative Services?

5.  How can I reset or replace my HIPAA password?

6.  Does ACS provide on site representatives for our Employee Benefit Open enrollment periods or Health Fairs?

Employee / Participant Eligibility Services

1.  How can my company’s HR Department pass employee participation in our Dental Plan to ACS?

2.  Is there a preferred schedule for passing employee changes?

3.  Does ACS utilize a web service that my company’s HR Department or our employees can access to maintain eligibility information?

4.  Is there a cost associated with any of the web services my company or employees may utilize in maintaining eligibility?

Dental Plan Design Services

1.  Does ACS have a dental network in place?

2.  How flexible is our Dental Plan?  Can it be changed?

3.  How does our company go about getting a review of our Dental Plan’s design?

Employer / Client Services

1.  How can I reach the ACS Benefit Services, Inc. Client Services Department and what are the hours? [Top]

You can contact ACS Benefit Services, Inc Client Service Consultant by telephone at: 336-714-1434 or by email at Client Services.  Our regular business hours are Monday through Friday from 8:30 a.m. to 5:00 p.m. (EST).

2.  What is the mailing address for correspondence regarding my company’s account? [Top]

Navigate to the page: "Contact Us" on this web site and it will provide you with the office mailing address and other contact information.

3. How do I change my Company’s Contact Information? [Top]

Generally this information is provided to us at the beginning of your Benefit Year.  If changes during the Benefit Year are needed, please contact our Client Service Consultant by telephone at: 336-714-1434 or by email Client Services .  Our regular business hours are Monday through Friday from 8:30 a.m. to 5:00 p.m. (EST).

4.  How will my company be invoiced for Claim Funding and Monthly Administrative Services? [Top]

Claim Funding and Invoices is handled by our Finance Department.  Please contact our finance consultant by telephone at: 336-759-2013 ext 1410 or by email at Funding.  Our regular business hours are Monday through Friday from 8:30 a.m. to 5:00 p.m.  Our standard business practice is to utilize email for all invoicing and funding reports.  Email helps us keep our administrative costs low. [Top]

5.  How can I reset or replace my HIPAA password? [Top]

Call our Client Services Department.  The Password can be reissued or if your company needs to change it due to personnel changes, a new password can be issued.  ACS follows HIPAA standards for the maintenance and issuance of these passwords to protect you employees’ privacy.  Passwords will be communicated only to the Primary Account Contact and only via USPS or to an email address that is currently on file associated with your account.

6.  Does ACS provide an on site representatives for our Employee Benefit Open Enrollment or Health Fairs? [Top]

Yes, our Client Service Consultant can visit your company anywhere in North Carolina.  Advance planning is required for these visits and a month’s lead time is needed for scheduling.

Employee / Participant Eligibility Services

1.  How can my company’s HR Department pass employee participation in our Dental Plan to ACS? [Top]

There is no single right answer that will fit all of our customers.  ACS utilizes state of the art web technology for our Enrollment and Claims processing.  This allows us the flexibility to accommodate a wide range of methodologies for trading data with our clients.  Depending on the size of your company, the HR Software your company uses, and other third party services e.g. Benefit Focus, or ADP, employee eligibility information can be passed to ACS in a variety of ways:

1. Paper Enrollment Forms, available in the Forms Library on this web site is the low tech method of informing our Enrollment Department of new participants or changes to existing participants.  This method does have a time lag if the forms are mailed via USPS.  These forms can be imaged and emailed to our enrollment area for faster change.
2. Depending on your HR Department’s HR software, electronic files can be used to pass eligibility information on a scheduled basis.  We can work with you to define what data would be necessary to be passed.
3. ACS utilizes state of the art web technology for our Enrollment and Claims processing.  Part of this technology utilizes a secure web portal that is utilized by HR personnel in your company to maintain participant information, eligibility an plan participation.  Maintenance done your by your personnel is immediately available to the claims processing engine.  Our Client Service Consultant can assist your HR Benefits personnel in getting access to this service.

2.  Is there a preferred schedule for passing employee changes? [Top]

Again there is no single answer for this question.  If your Company is large and experiences frequent employee turnover, you may require frequent data exchange with our Enrollment department.  If you are a smaller company or a company with a stable employee population, then our on line web services accessible 24/7 may better suit your needs.  Our Enrollment Department has the experience to talk with you and help design a schedule that will fit your needs.

3.  Does ACS utilize a web service that my company’s employees can access to maintain their own eligibility information? [Top]

Yes, we provide all of our clients with access to the a web portal that will provide access for employees to process changes to their enrollment information 24/7.  These changes are queued up for your HR Department to review and accept or reject.  This work flow is email based so communications are immediate.  Employees are required to register and log on to the web services and must have an email account.  Our Client Consultant can provide more information on this process.

These services can also be utilized for open enrollment processing.  

4.  Is there a cost associated with any of the web services my company or employees may utilize in maintaining eligibility? [Top]

No, there is no cost to your company or your employees for utilizing these web member services.  ACS is dedicated to providing the most up to date services to our clients.  We believe that by providing a superior suite of products, and administrative aids to our clients we can maintain our position as the premier third party benefits administrator in the South East. 

Dental Plan Design Services

1.  Does ACS have a dental network in place? [Top]

Yes, ACS provides access to a national dental network through DenteMax.  Utilizing the DenteMax network, members can choose from over 81,000 access points across the country, and can change dentists at any time. There is no paperwork to complete or waiting periods for choosing a new DenteMax dentist. Each family member can select his or her own dentist.

Find out if the DenteMax network is right for your plan.  Contact our Client Consultant and we will begin the analysis on how your plan costs and employee’s out of pocket spend would change if you include the DenteMax network in your plan.

2.  How flexible is our Dental Plan?  Can it be changed? [Top]

Your plan can be as flexible as you and your employees need it to be.  Changes are generally made to coincide with the beginning of a new plan year but mid year changes are also possible through an amendment to your plan.

3.  How does our company go about getting a review of our Dental Plan’s design? [Top]

Simply ask.  Utilizing our reporting tools we can spot trends in service and recommend changes to services that will help you and your employees save money.  Contact our Client Consultant to begin a review.