Why doesn’t my card work?

The following is a list of potential reasons why your Benefits MasterCard may not be working:

  • You have no funds remaining in your account. You can check your balance anytime through your Proficient Connect account.
  • Your card has expired. To reorder log into your Proficient Connect account or contact us at 210-659-8100
  • You are at a merchant location that does not accept MasterCard.
  • You are trying to pay for an expense that is not eligible for reimbursement under your plan.
  • You are trying to pay for an over the counter item that requires a prescription from the physician. You can file a manual claim and Proficient Benefit Solutions will send your reimbursement by way of check or direct deposit.
  • The amount you are trying to pay is greater than the balance in the account. This sometimes happens as your account balance gets closer to zero. In this scenario it will be necessary to swipe the card for the exact balance and then pay the difference using some other method of payment. For example, let’s say that your account balance is $25 and you are trying to pay for a $30 expense. Because the expense is greater than the balance, you will need to ask the cashier to swipe your card for $25 to clear out your balance.
  • The card has been temporarily inactivated awaiting an itemized receipt for a previous card transaction. Log into your Proficient Connect account and upload your receipt to the claim in question. As soon as the receipt is received we will be able to reactivate your card.

How can I get the available balance in my FSA account?

There are a number of ways to obtain your FSA balance:

  • Log into your Proficient Connect account or Mobile App.
  • Contact us by phone at 210-659-8100 or by email at ask@proficientbenefits.com
  • Register your mobile phone on your Proficient Connect account and text BAL to 97487 to receive your current year account balance. Opt out anytime by replying with STOP. For help with text commands text HELP to 97487.

Can I use my FSA to pay for expenses incurred before I opened my account?

Current regulations require that an FSA only reimburse expenses incurred during the coverage period. This means that if an FSA participant incurred expenses prior to the date they are enrolled in the FSA; then those expenses would not be eligible for reimbursement.

Why do I have to send receipts?

Current regulations require that electronic debit card transactions be substantiated. (The IRS notice where these rules are documented can be found in: Rev. Rul. 2006-69.) Most of these debit card transactions are substantiated at the point of sale, making it unnecessary for the participant to submit a receipt.

A smaller percentage of debit card transactions will require the participant to submit a receipt that shows the date of service, the name of the participant, the name of the provider and the employee’s responsibility for payment of the service. An EOB from the medical plan carrier can be submitted in lieu of an itemized receipt. (Most carriers offer the ability to print an EOB from their website.)

At Proficient Benefit Solutions, we know how inconvenient adhering to this regulation may be. And so, we do our best to make it as easy as possible for you to submit a receipt when one is required. In fact, our plan participants can submit their receipts three different ways: mail, fax or through the Proficient Connect portal or app. However you choose to send your receipt, please make sure that the employee participants name and employer are shown somewhere in the documents so that we can identify your account.

What needs to be on the itemized receipt or Explanation of Benefits?

To avoid delays please check your itemized receipt or EOB for the following:

  • Patient's Name: The name of the person who received the service or for whom the item was purchased. For retail store purchases, this information may be excluded.
  • Provider's Name: The provider that delivered the service or where the item was purchased.
  • Date of Service: The date when the service was provided or the item was purchased.
  • Type of Service: A description of the service provided or the item purchased.
  • Cost: The amount owed, paid, or portion not reimbursed through your insurance carrier.

Please note: credit card receipts do not typically include the above requirements and will not meet the criteria to validate the eligibility of the expense. 

Is there a deadline for filing all claims?

Yes, there is a deadline for filing all claims. The deadline is applied either from the end of the plan year or from your termination date if you should separate from service prior to the end of the plan year. Contact your human resources representative or Proficient Benefit Solutions to find out what the claim filing deadline is under your employer’s plan.

How soon can I start using the funds in my FSA account?

Funds are available on the first day of the plan year to be used for services rendered on the first day of the plan year and for subsequent services rendered throughout the plan year.

Can I Use my FSA account to pay for my spouses and children’s health expenses?

Yes. Expenses for your spouse or children under age 27 are eligible under this plan regardless of whether they are covered under your employer’s health plan.

How does the money get into my FSA account?

Payroll contributions based on your election are taken from your gross pay on a pre-tax basis and are used to fund your FSA account.

What are qualified medical expenses?

Click here for a list of eligible expenses.

What are my reimbursement options?

As you and your eligible family members incur healthcare expenses throughout the year, you can access your funds by using your Benefits MasterCard for eligible expenses or by submitting a claim form and corresponding itemized receipts. Claims can be filed via mail, fax, and email or through your Proficient Connect account. Manual claims are reimbursed either by check or by direct deposit.

How does participating in a Flexible Spending Account benefit me?

Using pre-tax dollars to pay for unreimbursed qualified medical expenses, puts more money in your pocket because you effectively reduce your taxable income and increase the amount of money you take home.

How much can I put into my Health Flexible Spending Account?

The maximum amount you can put into your Health FSA is determined by your employer. Ask your human resources representative or contact Proficient Benefit Solutions to find out the maximum amount available under your employer’s plan.

What is a Health Flexible Spending Arrangement (Health FSA)?

A “Health FSA” refers to a medical reimbursement program that allows employees to set aside money, on a pre-tax basis, from their own pay through salary reductions. This money can then be used to pay for qualified medical expenses that are not reimbursed through insurance or any other arrangement. Insurance co-payments, deductible amounts, eyeglasses, prescription drug co-payments and orthodontia are examples of typical medical expenses that can be reimbursed through a Health FSA.

How do I access my account information online?

Register for 24/7 account access through the Proficient Connect portal or mobile app. Download the app through the App Store or Google Play.

Can I change the amount I contribute to my Flexible Spending Account mid-year?

Elections made for the FSA cannot be changed mid-year without a valid qualifying status change.

What happens if I don’t use all the money in my Flexible Spending Account by the end of the plan year?

Flexible Spending Accounts are regulated by the IRS tax code. Those regulations stipulate that at the end of the plan year (or at the end of the plan’s grace period if your plan includes this option) any unused funds, up to $500, may rollover into the next plan year (if your plan includes this option)

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