FAQ
About Infinisource
Q: How long has Infinisource been in
business?
A: Infinisource has provided benefit administration services for
over 20 years. Founded as COBRA Compliance Systems, we
changed our name in 2003 to Infinisource.
Q: Is Infinisource publicly or privately
held?
A: Infinisource is privately held.
Q: How do you ensure client confidentiality consistent
with current HIPAA requirements?
A: We have a standing, cross-functional Privacy/Security/HITECH
team that regularly reviews our HIPAA compliance, including access
issues and any potential security incidents. We have trained all
staff on HIPAA compliance, provide HIPAA reminders via a variety of
avenues and require annual HIPAA training.
Q: What is your record retention policy?
A: Infinisource will store copies of employment-related paperwork
in an electronic database that is accessible by the client.
Infinisource will retain records for the legally required time
frame. Previous clients may request records for a fee.
Q: What is the Disaster Recover/Business Continuity
plan?
A: To ensure redundant operational facilities, Infinisource
maintains an alternate processing center at our branch office
location in Dayton, Ohio. We have a strategy to recover and
perform system operations at the alternate facility for an extended
period.
Q: How often are system upgrades
completed?
A: We constantly improve our proprietary software systems, and
have production builds and releases on a quarterly basis or as
compliance requirements are needed. Production releases
undergo assurance testing in our development and Quality Assurance
environments.
Q: What security controls does Infinisource have in
place to protect customer data?
A: Infinisource understands the need for security controls and
safeguards. We can ensure you controls over Information
Technology and related processes are in place and audited.
The following processes, activities and operational control
objectives have been implemented to satisfy HIPAA Security
Compliance and to ensure the integrity and security of our
customer's information.
About COBRA Administration
Q: Describe your online access to your COBRA
Administration system.
A: The Infinisource website provides both employers and COBRA
participants with secure 24/7 access to their accounts. For
employers, features include:
- Online forms for submitting New Insurance Enrollees and
Qualifying Events
- Online submission for other COBRA activity
- Online archive of newsletters and articles published by
Infinisource
- Access to individual participant records, including premium
payment information
- Library of resources and forms to help you manage your
account
COBRA Participants can view their own information such as the
beneficiaries on COBRA, elected plans, payments and invoices that
have been sent to them.
Q: Describe how you handle COBRA appeals and
disputes.
A: Infinisource will receive all COBRA-related inquiries and
appeals, and will consult with the client as necessary to resolve
these issues. Infinisource will serve as your front line for
all interactions with COBRA participants, and our practices are
designed to limit the number of these issues you contend
with. Infinisource staff will present these issues to
management and compliance staff as necessary. Highly
escalated issues are handled personally by our Executive Vice
President and our Chief Compliance Officer, who is an ERISA
attorney.
About Fringe Benefit Administration
Q:Describe your online access to your FSA
Administration.
A: Participants can access their account information through our
secure website. They can view reimbursement amounts, denied
claim amounts, account balance, as well as a library of Frequently
Asked Questions, eligible expenses and other resources. This
access is an option.
We offer employers a rich online resource library, complete with
forms for managing accounts, education materials and technical
materials, such as governmental regulations. Our website also
provides access to our standard suite of reports, available in PDF
or Microsoft Excel formats.
Q: Discuss the pros and cons of the 2 month 15 day grace
period.
A: Infinisource can help you understand the pros and cons of this
particular decision, and we are equally able to administer your
plan under both scenarios. The grace period is a
participant-friendly option, which could help reduce forfeitures
(which typically have a negative effect on participation and annual
election amounts).
Q: Discuss the pros and cons of the debit card.
Discuss your recommendation for implementing the debit
card.
A: The most significant advantage of using a debit card is
eliminating the need for the participant to pay out-of-pocket for
an expense, and then await reimbursement. The tax advantages
of a Section 125 Plan are most powerful for those with lower
incomes and yet, waiting for reimbursement is also most difficult
for those participants. The debit card can make participation
a practical reality for those income groups. Another powerful
advantage is that selective and purposeful use of the debit card
can allow for very high auto-substantiation rates which can reduce
paperwork for expenses. Infinisource auto-adjudicates over
80% of its debit card claims.
About Payroll Administration
Q: Are garnishments automatically generated to the
payee? What is the frequency of payments?
A: Garnishments are automatically generated upon request.
Garnishments may be generated as often as each pay period.
Q: Can the system create one W-2 for each EIN the
employee worked?
A: Yes, if there are two companies with different EINs and we have
information for each company, respective employees of both would
receive two W-2s. This applies for more than two companies as
long as we have information for each EIN.
Q: How are tax adjustments handled?
A: If we receive a tax notice within the time periods that we have
serviced an employer, we will enter the additional information as
needed, process required tax forms and file the form and payment on
behalf of the client. We will ACH the client if money is owed
due to the adjustment.
Q: Will you provide copies of all tax
filings?
A: Clients will receive copies of all quarterly and annual tax
filings. Tax filings will be scanned for archival and
Infinisource will retain a copy.
About Infinisolved
Q: Can employees enroll only in benefits for which they
are eligible (based on benefit group)?
A: Yes
Q: Can employees view current benefits at any
time?
A: Yes
Q: What mechanisms/controls ensure that you receive only
valid enrollment information?
A: Infinisolved simplifies the employee enrollment process,
displaying plan options and detailed plan information in
easy-to-understand, side-by-side comparisons for benefits they are
eligible to enroll in. Our rules-based engine and enrollment
wizard seamlessly moves employees through the enrollment process,
making it impossible for them to make mistakes.
Q: Does your product include a tax savings
calculator?
A: Yes. Estimated tax savings are tabulated by the benefits
calculator.
Q: How does the employee's benefit elections notified to
the carrier?
A: Infinisource will develop an interface to each carrier as part
of the implementation. These interfaces will be scheduled to
process and deliver a file of employee benefit changes on a
scheduled basis. No manual intervention is needed.
Q: Do employers have the ability to "act as" an employee
and make employee transactions?
A: Yes. When this happens, the employer's name and the date of the
transaction appear in the history log.
Q: Does the administrator have the ability to change a
password on behalf of an employee?
A: Yes
Q: Are passwords encrypted?
A: Yes.
Q: Dual Enrollment Processing: Do you have the
ability to process dual year enrollment?
A: Yes, the Infinisolved system can handle concurrent enrollments.
When a new hire logs in, the system prompts them to first complete
their new hire enrollment - providing them with coverage for the
remainder of the current year - and then their open enrollment for
the upcoming year's benefits.
Q: What is SaaS software model?
A: The Infinisolved solution is a multi- "Software as a Service"
or "SaaS" solution. SaaS is a model of software deployment in
which the Infinisolved application is hosted as a service provided
to clients across the Internet, thus eliminating the need to
install and run the application on the client's own computer.
This also alleviates the client's burden and associated expenses of
hardware, software maintenance, ongoing operation and support.
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