Guidelines & Policies
This page aims to clarify everything you need to know about the eAU Sick Leave process. General policies, how to review edge cases, and correction compensation. You can access the eAU Sheet here.
What is eAU Sick Leave?
As of the 1st of January of 2023, we have implemented a new process for receiving sick notes digitally from insurance providers called eAU.
The employee can simply go to their doctor and the doctor will send the sick note to their health insurance. Flink will then receive the sick note from the insurance.
Important:
The employee must select the correct absence type Electronic sick leave (in the workforce app).
Enter the accurate dates for the sick leave.
Provide the correct insurance company and personal information.
By following these steps, we can automatically receive the sickness certificate and approve the absence request.
Do's and Dont's
DO's | Don't's |
Only approve the dates the internal note tells you to approve | Don’t approve the dates that the employee requested without checking the in the internal note in the ticket. |
When you have a follow-up request always check if there was a first sick note (Erstebescheinigung) | Don’t approve a follow-up sick note without checking Quinyx & Zendesk. And potentially the eAU sheet |
When we need to reject a sick leave according to the internal note, we always need to check if there is a legit paper sick note for those days. (if there is we can change to Approved Paper) | Never reject a sick leave without checking if there is a paper sick note for those days. |
Step-by-Step
Receive and verify the ticket
Receive a ticket: An employee claims their eAU dates requested in Quinyx have not yet been approved.
Copy and paste the employee's email into SAP: Verify their information.
Tip! Please allow at least 2 weeks since the initial request to retrieve information on the eAU. You can use the [SICKNESS] Notification Received - eAU (electronic) macro to let them know we received their notification but are still pending their health insurance.
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Check the Status in Quinyx
Open Quinyx: Search for the employee's Hub and name.
Check the status of the eAU:
Locate the eAU ticket in the employee's account in Zendesk. The ticket is either;
Ticket is open with an internal note - handle the case according to the internal note
The ticket is on-hold and the last reply is a confirmation that the request was created.
Accepted:
If the sick leave ticket is open and contains an internal note saying "Please approve in quinyx";
Go to Quinyx: Search for the employee/use employee data app in ZD.
Approve in Quinyx: Check dates, choose absence type: "APPROVED (Sick leave electronic)" and approve
Go to Zendesk: Send the “[SICKNESS APPROVAL] - eAU online sick notes” macro.
Leave an internal note
Denied:
Check the Status in Quinyx
Open Quinyx: Search for the employee's Hub and name.
Check the eAU status: If the sick leave is pending but the internal note says we should deny the request, proceed to reject the sick leave.
Before dismissing the sick leave, always verify paper sick notes in Zendesk
Go to Zendesk: Check for a paper sick note for the specified dates.
If there is a paper sick note for those dates: Approve it in Quinyx. Following the paper approval process here
Update the sick leave status to "Changed to pAU" on the HR Tracker Payroll DE.
If there is no paper sick note for those dates: Request the employee to provide any documents received from the doctor during their appointment.
If the employee can provide the sick note with the correct start and end dates of sick leave, please approve the sick leave days. Otherwise, reject the sick leave in Quinyx.
Informing the employee
Go to Zendesk: Send the “[SICKNESS] Rejection” macro and edit it to fit the case.
Following these steps ensures that denied eAU sick leave requests are handled efficiently and employees are promptly informed about the status of their requests.
The reasoning behind this is that sometimes doctors do not send the sick note from the employee to their health insurance, therefore we cannot receive it when we request it and get a rejection from the health insurance.
On Hold:
Follow the instructions left in the internal note inside the ticket.
Verify the First Day of Sickness
Check the “First day of sickness request”: Note the date.
Update Sick Leave in Quinyx
Go to Quinyx: Search for the employee’s record.
Change Absence Type: Update the absence type to “Sick Leave on Hold.”
Communication with Employee
No Email Needed: For “On Hold” sick leave cases, there is no need to send an email to the employee.
💡 Tip: All red employee IDs in the column A are duplicated. If you are in a case like that look for the employee ID and process all of them at the same time. |
Data changed:
This means the initial information has been changed. It is the same as approval and rejection. You do the same steps but here all the cases are approvals and we have 5 things to do:
To do: | Action |
1. Please check absence, if there is a paper sick note | • Check if there is a paper sick note(pAU), if yes then write next to your name paper approved. |
Change absence dates in Quinyx | • Approve the e-AU request, with the correct start date and end date in the Data Change tab. |
Check absence in Quinyx - mostly the absence needs to be linked to the previous one | • Link both absences with the end date in the Data Change tab. If the first part of sick leave is paper do not change it, just approve the follow-up as electronic. |
Change absence type to a working accident in Quinyx | • Change the absence type to a working accident in Quinyx and approve. Send macro: “DE > EN > Sickness approval > Accident" |
Sick leave is hospital stay | • Approve the e-AU request, with the correct start date and end date from the Data Change tab. |
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We do not have the correct health insurance info:
If the sick leave ticket is open and contains an internal note saying "Wrong health insurance";
Follow the instructions in the internal note and reply to the employee with macro: [SICK ON HOLD] > EN > Health insurance update
Handling Missing eAU Sick Leave Requests
If the eAU does not get updated and it has been more than four weeks since the initial request, follow these steps:
Check with Payroll:
Go to the HR Tracker Payroll sheet.
Navigate to the "Missing Absences" tab.
Look for the WFS comment "eAU not sent for feedback yet?" to get more information.
Communicate with the Employee:
Go to Zendesk.
Send the “[SICKNESS APPROVAL] - eAU online sick notes” macro.
Update the Sheet:
Go back to the HR Tracker Payroll sheet and check the relevant box.
Add your name to indicate that you have addressed the issue.
Make sure to check if the affected sick leave is “Erstebescheinigung”. If there is one then we can just approve the follow-up. If not, then we need to request it from the employee.
I cannot find the employee in Quinyx, what do I do?
If you cannot find someone with their name or ID in Quinyx please search them in SAP. Once you find the correct employee you, use the email from SAP to search for them in Quinyx. If you are still facing issues, check if the employee is still active.
If the employee is inactive, ask for further assistance to validate their absence in Quinyx.
Flowchart
Tools
- Zendesk: Employee creates ticket and raises issue
- eAU SAP to Quinyx - SSC Tracker: Copy and paste the badge to check what tab the eAU is in.
- HR Tracker Sheet - Sickness corrections
Macros
Macro name | Description |
[SICKNESS APPROVAL] - eAU online sick notes | When eAU has been identified, confirmed and approved |
DE > EN > Sickness approval > Accident | When an employee informs of an accident leading to sick leave. |
[SICKNESS] Notification Received - eAU(electronic) | Asking the employee to wait in case of a request for an update on Sick Leave (electronic) request |
[SICKNESS] Approval (sick note after payroll cut-off) | When an employee's sick leave request is after the payroll cut- off. We let the employee know that the sick leave will be in next month's payment. |
[SICK ON HOLD] > EN > Health insurance update |
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Contact reasons
Contact Reason | Description |
Operations > Sickness > Notification | Employee wants to request sick leave |
Operations > Sickness > General Question | Employee has general questions about the sickness policy |
Operations > Sickness > Payment Question | Employee has questions about the sick pay. |
Operations > Sickness > Shift Question | Employee has a question about the calculation of their shifts when on sick leave. |
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