Supporting an Audit Records Request

An audit records request can feel threatening when an office manager has only a few business days to respond. Begin by clarifying the carrier request, record types, deadline, and the payroll or finance owner. The account manager can make the process easier without deciding what the audit will find.

Say: “Let’s review the checklist from the carrier and identify who can provide each record. I cannot estimate whether the completed audit changes premium, but I can help you send the requested materials through the approved channel and confirm receipt.”

If the client asks whether they can skip the audit, avoid making a compliance conclusion. Point them to the carrier request, explain the support available, and document the next action. Do not invent consequences or predict the audit result.

For a coaching drill, ask the account manager to turn an anxious question into a checklist with an owner beside every item. Review whether they stayed factual.

Sort a fictional payroll request into “ready to send,” “needs confirmation,” and “not requested.” Explain why each item belongs there. This shows whether the account manager is forwarding files or making the audit process easier to follow. The call record should include the requested period, secure delivery route, and the next date the client can expect a status update.