Infinisource’s HCM FAQ
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:
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.
Q: Can employees enroll only in benefits for which they are eligible (based on benefit group)?
Q: Can employees view current benefits at any time?
Q: What mechanisms/controls ensure that you receive only valid enrollment information?
A: iSolved 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?
Q: Are passwords encrypted?
Q: Dual Enrollment Processing: Do you have the ability to process dual year enrollment?
A: Yes, the iSolved 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 iSolved solution is a multi- "Software as a Service" or "SaaS" solution. SaaS is a model of software deployment in which the iSolved 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.