Background
The CSU PSR interface is used to process health events directly from campus HR databases to CalPERS. The data fields maintained in PeopleSoft must be accurate and in line with CalPERS health reason codes and applicable permitting event dates. If data is incorrect or missing, or contradicts with CalPERS, an error will generate. Campuses must maintain the data and consistently resolve errors in order to successfully transmit health enrollments and update CalPERS. When errors are not resolved, health enrollments between CalPERS and PeopleSoft will not be in sync.
Issue
Campuses are not cleaning up errors on a daily basis and instead are finding a workaround to update CalPERS without utilizing the interface. This could be in part of not understanding the error message or how to resolve the error to clean up the PSR Error page.
Navigation: Benefits > Interface with Providers > CSU PSR Errors
Analysis
Identify common PSR errors to aid in the cleanup of campus databases. Campuses should utilize this position paper as a guide to resolve PSR errors.
Recommendations
These common PSR errors require the following action(s) for resolution. Please note this is not inclusive of every PSR error that exists but represents common occurrences and how to resolve them.
| Health Event Type | Error Field | Error Message | Error Source | Campus Action Steps |
|---|---|---|---|---|
| Add Dependent | Dependent Name | The SSN/ITIN entered for "dependent name here" already exists within the system, however the entered demographic information does not match our records. Please validate the entered information or call us at 888 CalPERS (888-225-7377) for assistance. | CAL | Verify personal data in myCalPERS and correct or call to correct as needed. Once complete, check the "Error Resolved" flag (Benefits>Interface with Providers>CSU PSR Errors) and the event will be transmitted on the next outbound file. |
| Add Dependent | 117459647, Failed health event validation.Validation Error Code = HEI00008; Error Type = APTValidation Error Code = HEI00004; Error Type = APTValidation Error Code = HEI00103; Error Type = APT; Def | An unexpected exception caused the record to skip processing. Exception event id: 117459647. Exception message: Failed health event validation. Validation Error Code = HEI00008; Error Type = APTValidation Error Code = HEI00004; Error Type = APTValidation Error Code = HEI00103; Error Type = APT; Default message = ; Parameter 1 = dependent name.Validation Error Code = HEI00149; Error Type = APT; Parameter 1 = ee name. ; Parameter 2 = Dependent Eligibility Verification Re-Enrollment. | CAL | This error will sometimes occur with additional errors (see below). All errors for one employee should be flagged at the same time. Verify permitting event code used for the reverificiation is correct and event dates are in line with DEV cycle. Once complete, check the "Error Resolved" flag on all errors for this employee and the event will be transmitted on the next outbound file. |
| Add Dependent | Dependent Name Here | Unable to add dependent, Dependent Name, for the Health Event Reason Dependent Eligibility Verification Re-Enrollment. The dependent must have a corresponding Health Event Reason of Dependent Eligibility Verification and the event date must match the effective date of the Dependent Eligibility Verification Health Event. | CAL | Verify permitting event code used for the reverificiation is correct and event dates are in line with DEV cycle. Once complete, check the "Error Resolved" flag (Benefits>Interface with Providers>CSU PSR Errors) and the event will be transmitted on the next outbound file. |
| Add Dependent | 007 | The Subscriber already has a spouse. | CAL | Campus will need to review personal data in myCalPERS. If there was a prior spouse that was not deleted due to divorce or death, the employee cannot add a new spouse until they have been removed. Work with the employee to submit proper documentation to remove prior spouse. Once this transaction has been successfully processed, check the "Error Resolved" flag (Benefits>Interface with Providers>CSU PSR Errors) and the event will be transmitted on the next outbound file. |
| Add Dependent | 011 | At least one Dependent information is required in order to perform an Add or Delete dependent. | CAL | Verify permitting event code used for the event is correct and update. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| Add Dependent | Add Dependent, 08/01/2020 | This health event cannot be created because a conflicting Add Dependent health event already exists with an effective date of 08/01/2020. In order to proceed you must either rescind the conflicting health eventor change the currenthealth event effective date. | CAL | Campus will need to confirm in myCalPERS that there are no discrepancies with current enrollment. Verify permitting event code and event dates used are in line with this transaction and update. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. If the error remains, call CalPERS to manually enroll the dependent. Check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Add Dependent | DependentType | Missing DependentType | CSU | The “Relationship to Employee” on the Dependent’s page is not a covered relationship for CalPERS coverage. Correct the relationship and reprocess the event to include it on the next outbound file. |
| Add Dependent | Relationship | Missing Relationship | CSU | The “Relationship to Employee” on the Dependent’s page is not a covered relationship for CalPERS coverage. Correct the relationship and reprocess the event to include it on the next outbound file. |
| Add Dependent | MarStatDt | Missing Marital Status Dt | CSU | Marital status date must be present when adding spouse to coverage. Verify this has been entered on the dependent page. (Benefits>Employee/Dependent Information>Update Dependent/Beneficiary) and fix if not. |
| Cancel Coverage | CalPERSID | Missing CalPERSID | CSU | Update the CSU PSR Id Tbl with the dependent's CalPERS ID from myCalPERS. Check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Cancel Coverage | BirthDate | Missing BirthDate Missing City Missing Country Missing FirstName Missing Gender Missing LastName Missing State Missing Union Code | CSU | This error will sometimes occur if the event details aren’t complete when the outbound file is run. Verify all elections and enrollment dates are correct and check that error goes away with the next outbound file. |
| Cancel Coverage | 002 | The request cannot be processed because the Subscriber must have an effective health coverage | CAL | Verify the health plan was properly updated during the election entry, make corrections as necessary. Check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| Change Health Plan | HealthEligibilityCounty | Missing HealthEligibilityCounty | CSU | Will occur when employee's home zip code does not have a county in the PSR Xref table. Add the zip code to the CSUPSR Xref table (Set up HRMS>CSU Product Related Setup>CSU Benefits Setup) and enter "Out of State" as the County. This step requires the event to be reprocessed before the correction will be displayed. Event should transmit the next time the outbound file is run. |
| Change Health Plan | Medical | The current Medical Plan is not available to the provided ZIP Code. Please update the ZIP Code in order to continue. | CAL | This error would indicate that the employee’s home address does not reside in the zip code for the plan’s eligibility. Verify if a change to their address is needed. If not, verify if they can enroll in the plan using the employer’s zip code (if different). If so, once documented, the campus will need to change the Eligibility Zip and Zip Code Type on the Permitting Event page (Benefits>Enroll in Benefits>Health Benefits>CSU Permitting Events tab) to that of their campus’ zip code and indicate Employer. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| COBRA Enrollment | 116949948, Failed health event validation. Validation Error Code = HEI00004; Error Type= APTValidation Error Code = HEI00004;Error Type = APT | An unexpected exception caused the record to skip processing. Exception event id: 116949948. Exception message: Failed health event validation. Validation Error Code = HEI00004; Error Type = APTValidation Error Code = HEI00004; Error Type = APT. | CAL | Verify event dates are in line with separation date and update. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| COBRA Enrollment | 006 | The Participant is already enrolled in the selected health benefit type. | COBRA Enrollment | Verify that all of the permitting event details are accurate. If they are, then verify in myCalPERS if it is a timing issue. If employee/dependent(s) are correctly covered properly, check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Delete Dependent | 002 | Subscriber and Dependent CID are the same. Please validate your information. | CAL | Update the CSU PSR Id Tbl with the correct employee and dependent's CalPERS ID from myCalPERS. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| Delete Dependent | 116949945, The Dependent is not covered under health coverage effective on 07/01/2020 | An unexpected exception caused the record to skip processing. Exception event id: 116949945. Exception message: The Dependent is not covered under health coverage effective on 07/01/2020. | CAL | Campus will need to confirm in myCalPERS that the dependent has been removed from coverage correctly (this usually happens on their end automatically if removing an overage dependent). If ok, check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Delete Dependent | 006 | The transaction was rolled back because an error occurred while processing another event for the same subscriber. | CAL | This error likely occurred due to a timing issue but may occur with additional errors. All errors for one employee should be flagged at the same time. Verify permitting event code and event dates used are in line with this transaction and update. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| New Enrollment | Address | Address exceeds 30 characters | CSU | Review address (Workforce Admin>Personal Information>Modify a Person). Campus benefit office or employee on self-service must update the address to accommodate 30 characters or less. Check that error goes away with the next outbound file. |
| New Enrollment | New Enrollment, 12/01/2019 | This health event cannot be created because a conflicting New Enrollment health event already exists with an effective date of 12/01/2019.In order to proceed you must either rescind the conflicting health event or change the current health event effective date. | CAL | Campus will need to confirm in myCalPERS that there are no discrepancies with current enrollment. Verify permitting event code and event dates used are in line with this transaction and update. Once corrections are made, check the "Error Resolved” flag and the event will be event will be transmitted on the next outbound file. If the error remains, call CalPERS to manually enroll the dependent. Check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| New Enrollment | New Enrollment, 10/01/2020 | This health event cannot be created because a conflicting New Enrollment health event already exists with an effective date of 10/01/2020. In order to proceed you must either rescind the conflicting health event or change the current health event effective date. | CAL | This error can occur with additional errors. All errors for one employee should be flagged at the same time. Verify that the employee has been correctly enrolled in coverage in myCalPERS and if so, check the "Ignore Error" flag on all errors for this employee and confirm error is removed after next outbound file is run. If that does not resolve the issue, confirm employee is not already covered as a dependent on someone else's plan in myCalPERS. If that is found to be the case, the campus will need to work with the employee so they are removed from that person's coverage. Then check the "Error Resolved" flag and the event will be transmitted on the next outbound file. Confirm the event works. |
| New Enrollment | 114918628, Failed health event validation. Validation Error Code = HEI00004; Error Type = APTValidation Error Code = HEI00004; Error Type = APT | An unexpected exception caused the record to skip processing. Exception event id: 114918628. Exception message: Failed health event validation. Validation Error Code = HEI00004; Error Type = APTValidation Error Code = HEI00004; Error Type= APT. | CAL | Verify event dates are in line with hire date. Once corrections are made, check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| New Enrollment | 004 | Medical Group must be a valid code in the Business Partner's Health Contract. | CAL | Contact HRM |
| New Enrollment | Base Plan Code | Enter the following required field(s): Base Plan Code | CAL | Verify all data has been entered for this transaction otherwise contact HRM. |
| New Enrollment | HealthEligibilityCounty | Missing HealthEligibilityCounty | CSU | This error will occur when employee's home address is out of state. Campus will need to update the CSU PSR Xref table (Set up HRMS>CSU Product Related Setup>CSU Benefits Setup) with the proper zip code and enter "Out of State" as the County. Event should transmit the next time the outbound file is run. |
| New Enrollment | MarStatDt | Missing Marital Status Dt | CSU | Marital status date must be present when adding spouse to coverage. Verify this has been entered in Personal Profile (Benefits>Employee/Dependent Information>Update Dependent/Beneficiary) and fix if not. |
| New Enrollment | 002 | The Participant is already enrolled in the selected health benefit type. | CAL | This error can occur with additional errors. All errors for one employee should be flagged at the same time. This could also be a timing issue. Verify that the employee has been correctly enrolled in coverage in myCalPERS and if so, check the "Ignore Error" flag on all errors for this employee and confirm error is removed after next outbound file is run. |
| New Enrollment | 004 | The FERP Status End Date must be at least 5 years after the FERP Status Begin Date | CAL | This error is related to the FERP dental enrollment transaction. Verify that the job end date is 5 years from the start. If corrections are needed, check the "Error Resolved" flag and the event will be transmitted on the next outbound file. Confirm the event works. |
| Open Enrollment | Dependent CalPERSID | Missing Dependent CalPERSID | CSU | Update the CSU PSR Id Tbl with the dependent's CalPERS ID from myCalPERS. Check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Open Enrollment | Dependent Name Here, Open Enrollment Add Dep | Unable to add dependent, "name here", for the Health Event Reason Open Enrollment Add Dep. The dependent was previously deleted due to not being verified. To enroll dependent, Add Dependent - Re-Enrollment of Verified Dependent must be selected. | CAL | Review scenario and update permitting event code/dates as needed. Check the "Error Resolved” flag and the event will be transmitted on the next outbound file. If this does not fix the issue, contact CalPERS. Once updated in myCalPERS, check the “Ignore Error” flag and confirm error is removed after next outbound file is run. |
| Open Enrollment | 95382 | The Health Eligibility ZIP Code 95382 with type of Personal, does not match the existing ZIP Code for the participant in the system. Please update the ZIP Code or indicate that the Health Eligibility ZIP Code type should be Employer. | CAL | Compare the home zip code in Modify a Person (Workforce Admin>Personal Information>Modify a Person) to the CSU Permitting Event tab. Update as needed. |
| Open Enrollment | 006 | The effective date of this transaction must be in the future. Verify and update your entry. | CAL | Open Enrollment transactions cannot be entered retroactively. If an enrollment was missed or entered late, contact CalPERS for manual entry. Once the transaction appears in myCalPERS, check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Open Enrollment | 011 | The supplied health plan must be different from the current health plan. | CAL | Verify the health plan was properly updated during the election entry, make corrections as necessary. Check the "Error Resolved” flag and the event will be transmitted on the next outbound file. |
| Verify Dependent | Verification, Dependent CID xxxxxxxxxx was invalid or did not need verification | Dependent CID xxxxxxxxxx was invalid or did not need verification | CAL | Dependent was already verified in myCalPERS or was not needed on this cycle. Check the "Ignore Error" flag and confirm error is removed after next outbound file is run. |
| Verify Dependent | MarStatDt | Missing Marital StatusDt | CSU | Marital status date must be present when adding spouse to coverage. Verify this has been entered in Personal Profile (Benefits>Employee/Dependent Information>Update Dependent/Beneficiary) and fix if not. If that is not the issue, this sometimes will occur if the event details aren't complete when the outbound file is run. Verify all elections and enrollment are correct and check that error goes away with the next outbound file. |
Considerations
Campuses must resolve errors on a daily basis. If intervention is needed and CalPERS manually updates their system, campuses must check the “Ignore Error” flag and run the PSR Outbound file process in order to remove the error from the CSU PSR Error page. PSR will only transmit enrollments and/or changes for eligible employees and eligible family members.
Cross-Functional Impacts (Positive / Negative)
None.
CHANGE IMPACT
BSA – Please answer the following:
Areas of potential change resistance to proposed HR process / policy changes?
The processes listed in this position paper are currently in use today but are not formally documented.
Potential resource needs in order to plan, engage, prepare, and/or deploy the change?
No additional resources are needed to to deploy these changes.
Associated costs relative to the scope of the change to requirements requested?
There is no cost to deploy these changes.
Training needs or if a straightforward change?
This is a straight forward change.
Implication on any other related process / functions?
Campuses must maintain the data and consistently resolve errors in order to successfully transmit health enrollments and update CalPERS. When errors are not resolved, health enrollments between CalPERS and PeopleSoft will not be in sync. Unresolved errors will prevent transmitting future enrollments and compound discrepancies between the two systems.
Union impact(meet & confer recommended)? Additional comments from Labor rep?
No reasonably foreseeable impacts within the scope of bargaining identified at the time of review.
REVISION CONTROL
Revision History
Revision Date | Reviewed By | Summary of Revisions | Section(s) Revised |
|---|---|---|---|
| 10/26/20 | Heather Cain | Initial Draft | |
| 12/22/20 | Heather Cain | Incorporated additional examples | Recommendations |
| 4/2/2021 | Tina Cianfrani | HealthEligibilityCounty revision to Campus Action Steps | Campus Action Steps |
| 4/7/2021 | Tina Cianfrani | Updated Considerations to update terminology. Completed Change Impact section. | Considerations and Change Impact |
| 5/3/2021 | B Mausbach | Final version | |
| 2/16/2022 | CHRS Campus Leads | Added additional error resolutions for missing dependent data errors recommended by the Wave 2 campuses. | Recommendations Considerations |
Review/Approval History
| Review Date | Reviewed By | Action (Reviewed, Recommended, Approved, Denied, Cancelled) | Comments |
|---|---|---|---|
| 3/19/21 | Change Management | Approved | Feedback accepted and added to the document. |
| 3/17/21 | CMS Management | Approved | Feedback accepted and added to the document. |
| N/A | Finance | ||
| 4/13/21 | SWHR (Labor, EEOC, Workforce Admin, HR PPDOS, HRM Tech, Faculty, Benefits, Recruiting) | Approved by EEOC, Workforce Admin, HR PPDOS, HRM Tech, Faculty, Benefits, Recruiting Labor review-5/3/21 | Meet & Confer Date: N/A |
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