Email Tagging Guide

Operational Standard

We aim to tag 90% of weekly emails with at least one tag available in Front. The goal should be to tag each email received in a way that allows for the best understanding of the issue experienced.

Tagging System

To establish a consistent tracking system utilizing tags, we utilize the following tagging system to best track overall ticketing trends. With the associated administrator tag, this may be more of a challenge to capture in real time. Provide the tag if the client specifically states their administrator or

Tag #1	Tag #2	Tag #3	Tag #4	Tag #5
Associated Merchant	Associated Administrator	Primary Issue	As Needed	As Needed

Administrator Tags

There are multiple opportunities to identify which HSA/FSA administrator the customer is using. The more we can effectively tag the administrator being used, the better our analytics can be.

Seek these opportunities to identify which HSA/FSA administrator is being utilized during these interaction points.

Reissue an LMN
Client mentions it in an email without being prompted (ex. I have Optum and all went smoothly)
Client has a denied claim

Common Tags

The most common tags utilized (outside of Merchant names, Administrator names, priority) are…

Be sure to tag the item with the appropriate status, stakeholders, and dates.

Tag Name	Description
#claim_approved	The customer alerts you that the claim has been approved.
#claim_denied	The customer alerts you that the claim has been denied.
LMN Resend	The customer alerts you that they did not receive their LMN.
Checkout Issues	The customer alerts you that they are having an issue checking out using the Truemed provided checkout process.
Stripe Receipt	The customer requests a receipt for purchase of the LMN.
Unqualified	The customer is not qualified to use HSA/FSA funds for purchase.
Reimbursement Questions	The customer has questions about reimbursements.
HSA/FSA Questions	The customer has questions about HSA/FSA accounts.
Backdate_Request	The customer requests a backdated LMN.
Needs Physician’s Note	The customer’s claim is denied due to the reason of needing a physicians/doctor’s note.
Success_Stories	The customer alerts you of a successful reimbursement and highlights something good about the product/service they are using.
claim_overturned	The customer reports that a once denied claim has been overturned with our guidance.
HSA/FSA Card Declined	The customer’s HSA/FSA card was declined using the Truemed checkout option.