Employee Support Triage Workflow
Categorize employee support questions, route them to the right lane, flag special review risks, and export a local support handoff record.
Triage Setup
Triage Summary
Plan year
2027
Support cases
1
HR routed
0
IFP broker routed
0
Payment vendor routed
0
Finance/payroll routed
0
Legal/special review
0
Coverage risk
0
Payment risk
0
Missing owner
1
Missing evidence
1
Warnings
4
Critical/review flags
0
Case Filters
Support Case Rows
Recommended next action
Primary owner: Review owner
Supporting party: HR / employer support
Review owner: Legal / compliance / ACA-ERISA compliance vendor
Retain a handoff note, source, owner, and evidence location before closing the support record.
Add an escalation contact when coverage, payment, enrollment, platform, privacy, or special review risk is present.
Answer only what is safe, route special facts to the assigned owner, and retain evidence of the handoff.
Case Table
| Case | Category | Urgency | Routing lane | Owner | Review owner | Evidence | Coverage risk | Payment risk | Review status | Warnings |
|---|---|---|---|---|---|---|---|---|---|---|
| Unnamed case | Missing | Missing | Review needed / unresolved | Missing | Legal / compliance / ACA-ERISA compliance vendor | Missing | No | No | Standard | 4 |
Review Flags
Required field gaps
Missing question category.
Select a question category before routing.
Missing urgency.
Select urgency before routing.
Missing owner.
Assign an owner for the support handoff.
Privacy/authorization issues
Missing privacy/authorization status.
Confirm whether authorization is needed before using case facts.
Evidence to Retain
- Case category
- Date and support context
- Assigned owner
- Routing lane
- Employee-facing response boundary
- Handoff record
- Evidence or document location
- Escalation notes
- Resolution notes, if available
- Exported support triage record
Evidence is not saved in this static version. Assign an owner, repeat the process consistently, review exceptions, explain the rationale, and retain copies in the employer file or local project record.
Related Resources
Route support questions alongside notice, platform, evidence, journey, special population, subsidy, and network resources.
Local Export Actions
No database records or server-side files are created. Use these browser-only actions to retain a local copy.
This is an educational support routing workflow, not a legal, tax, Medicare, COBRA, privacy, coverage, claims, or compliance determination.