supply cheatsheets mapd 2014sellingseason€¦ · 2013 sales kits not available on this site...

Supply Cheat Sheets

MAPD

2014 Selling Season

Supply Cheat SheetMAPD: 2013 (2014 selling season)

Rev: 09-17-13

Please Note:1. All agents must be contracted, appointed and certified to order supplies and write business

CARRIER HOW TO ORDER NOTES

AETNA 1. Website: www.aetna.coma. Click producer (top of page)b. click log into Producer’s World (right hand side)c. Medicare Advantage Plansd. Order Enrollment Kits

2. Phone: 1-888-247-1050 option 5

Due to strict certification requirements SMS cannot shipsupplies and all requests for supplies must be made by theagent.

All orders have to go through producer worldIf Agent needs larger quantities they will have to processmultiple orders through the website

CIGNA 1. Marketing and Fulfillment Portal at:http://custompoint.rrd.com/cignamedicare

At the login screen, enter your CIGNA Agent ID in the User ID field,your CIGNA Password in the Password field. CIGNA for account. SMSmaintains this information on the contact manager so we are able toassist agents.

2. Fax – not available3. Phone orders – not available but if you are having problems placing your

order or have questions, please call: 1-800-973-9183 for assistance.

4. Materials are ordered in sets of 10 (eg. For a total of 30: please order aquantity of 3 kits)

CIGNA also makes a number of CMS-approved marketingmaterials available for download on our CIGNA Medicarewebsite at www.cignamedicare.com

Tech support- 1-866-362-3230

Marketing MaterialsIf you wish to create your own marketing materials, be sureto send your drafts to CIGNA through your Agency Manager,as CMS approval is required on all Medicare marketingmaterials.

HealthSprings https://custompoint.rrd.com Log in with your User ID and Password.Enter HSpring in the Account field

Please have agents go to this website for supply ordering.


Rev: 09-17-13

CARRIER HOW TO ORDER NOTES

COVENTRY 1. Website: http://broker.cvty.comIf the agent types in their AWN number and system won’t let them goany farther they are most likely not “Ready to Sell”. Agent will need tocontact Coventry to resolve.If agent logs in and supplies are grayed out they are not “Ready to Sell”Once agents complete certification Coventry system could take acouple of days to update as “Ready to Sell”

2. BSD Phone: 1-866-714-9301

PDP: Agent’s have to place a order through the website inorder to make sure certifications are at a “Ready to SellStatus”

CCP: All orders must be made thru the individual healthplan visit the website under CCP plans.

HUMANA Agent HAVE TO call Agent Support 1-800-309-3163 for supplies

– be sure to have your Agent ID (SAN) and the plans numbers you are interestedin ordering readily available.

Fax number is 502-508-0062 or e-mail the request to [email protected]

When agent is certified for the first time they will receive astarter kit of supplies upon class completion.

When a certified agent completes their recert on line thesystem will generate a supply and send it out automatically.All “Starter Kit” material should be received bySept 21.

In order to receive materials you must be: Licensed,Appointed, Certified for the product you arerepresentingPlease allow at least 7 days for supplies to reach theagent.


Rev: 09-17-13

Carrier HOW TO ORDER NOTES

SILVERSCRIPT -Sales SILVERSCRIPT IS ON SANCTIONS

www.silverscriptagentportal.comAutomatic Initial Shipment:

1. 2013 Active & Certified agents will automatically receive thefollowing:

5 Kits- each containingi. Scope of Appointment formii. Summary of Benefits booklet that includes a

cover letter, Summary of Benefits anddisclaimers

iii. Plan Rating Sheetiv. Enrollment Application (Not personalized

w/writing #)v. Color Brochures

Note: Supplies are being sent via UPS Ground from Chicago. UPS does not deliverto PO BOX addresses.

INSTANT ACCESS TO ENROLLMENT MATERIALS:Once you have completed the 2013 certification requirements and your backgroundcheck and state appointments have been processed, you will see the Plan Offeringsand Supply Room links along the left side of the agent portal pages. From thesepages you are able to download Enrollment Kits (all pages must be given to allclients who sign an enrollment form). We also provide links to enrollment kitcomponents (enrollment form, summary of benefits, etc) in case you need a reprintof a specific documents.

www.silverscriptagentportal.com

Larger Quantity’s- 25, 50, 75You are able to place Larger Orders by following theseinstructions:Send an email to [email protected] :

You must include SMS ID, Agent ID number, Agent name,and shipping address. No PO BOX’S, Quantity needed andstate.

Larger quantities must be approved by your up lineadministrator (Jennifer or Dwane).Orders will be processed the next business day.


Rev: 09-17-13

SILVERSCRIPT –Referral Cards

Login ID Name UserType Status Training

2011Training

2012 Materials SubmittedEnrollments

ActiveEnrollments NMO Agency

(As of: 6:34:50AM ) (As of: 9/15/2011 4:21 AM)

150029SMSJAMES

JOHNSTON

Referral

AgentActive

not

attempted

not

attemptedPDFs 0 0 None None

www.silverscriptagentportal.com

Please note, for any NMO or AGENCY office who has bothtypes of agents the principal of that NMO or AGENCY hassigned the SALES agreement and there is NOT eligible tohand out referral cards.

Only agents who have NOT signed any kind of salesagreement can hand out referral cards.

AVERY brand #8387, available at Office Depot, work oninkjet printers and come perforated.

United HealthCare 1. Website: www.unitedhealthproducers.comEnter agent IDEnter Password

Due to strict certification requirements SMS cannot shipsupplies. Agents must request supplies online or call theProducer Help desk 1-888-381-8581

Care ImprovementSupplies

A ready to sell agent will get an e-mail [email protected]. The e-mailcontains a temporary pass code and a link to the supplyorder portal after which the agent can assign a permanentpass code. Please ask the agent to check for that e-mail.


Rev: 09-17-13

AETNAWebsite: www.aetna.com

Click on Individual Medicare- top right hand corner

Click on “ Order Enrollment Kits”

Click on Medicare Advantage Plans

Click on gray box to order materials

Fill in all your information that is required.

Place what quantities you are need.

Click on “Submit”

For 2014, we will be offering 3 Plans in ALL states.

There will be one Enrollment Kit available for Cigna Medicare Rx (PDP) in 2014 and will includedetailed information about all three plans.

To order your 2014 Cigna Medicare Rx (PDP) Enrollment Materials (at no charge to you), please followthese steps:

1. Click the "Place an Order" button on the upper left hand corner of the screen (shopping cart icon)2. Click on "2014 Kits" folder on the left hand side of the screen3. Click "Add to Cart" for the Cigna Medicare Rx (PDP) enrollment kit4. Once you’ve added the item to your cart, click "Proceed to Checkout"5. Enter your desired quantity of kits and click "Checkout" (quantity restrictions apply)6. Enter your shipping information7."Confirm" and "Submit" your order

If you are having problems placing your order or have a question, please call the Producer Help Line at(800) 973-9183.

Note: Agents and brokers must hold a valid license in any state in which they market or sell CignaMedicare products and must successfully complete Cigna's certification requirements prior to marketingor selling any Cigna Medicare product. Cigna will not pay commissions to agents or brokers who are notproperly licensed and certified on the sale date.

You Can Now Order Your 2014 Cigna Medicare Rx® (PDP) Enrollment Materials Be prepared to meet your customers’ needs by ordering your 2014 enrollment materials today!

2014 is projected to be one of Cigna's best growth years, so don’t miss your opportunity to order your 2014 enrollment materials. Due to CMS regulations, you cannot receive your materials prior to October 1, 2013.

Click here to order your 2014 materials now through our Cigna Medicare Rx Marketing & Fulfillment Portal. At the login screen, enter your Cigna Agent ID in the User ID field and your Cigna Password in the password field.

2014 Plans (three plans, one enrollment kit)All 2014 Cigna Medicare Rx (PDP) plans are offered nationwide and D.C. – there will be just one enrollment kit for all three plans this year.

Easy online order instructions:Ordering your free 2014 Cigna Medicare Rx enrollment materials is easy:1. At the log in screen, enter your Cigna Agent ID in the user ID field and your Cigna password in the

password field.2. Click the “Place an Order” button in the upper left hand corner of the screen (the one with shopping cart

icon).3. Click on “2014 Kits” folder on the left-hand side of the screen.4. Click on the 2014 Enrollment Kit and click “Add to Cart.”5. Click “Proceed to Checkout.”6. Enter your desired Enrollment Kit quantity and click “Checkout.”7. Enter your shipping information.8. “Confirm” and “Submit” your order.

If you are having problems placing your order or have a question, please call the Producer Help Line at (800) 973-9183.

Medicare has neither reviewed nor endorsed this information.For Producer Use Only. Distribution to consumers, other insurers, or any other person or company is strictly prohibited.

“Cigna,” “Cigna Medicare Services,” “Cigna Medicare Rx” (PDP), the “Tree of Life” logo and “GO YOU” are registered service marks of Cigna Intellectual Property, Inc., licensed for use by Cigna Corporation and its operating subsidiaries. All products and services are provided by or through such operating subsidiaries, including Cigna Health and Life Insurance Company (CHLIC), and not by CignaCorporation. Cigna Medicare Rx is a PDP plan with a Medicare contract. Enrollment in Cigna Medicare Rx depends on contract renewal. All models are used for illustrative purposes only.

Cigna Medicare Services, Attn: Producer Medicare Sales, 900 Cottage Grove Rd, Hartford, CT 06152858021 09/13 © 2013 Cigna. Some content provided under license.

Producer certification training:Q: How do I certify to sell Cigna Medicare

products?

A: For Cigna Medicare certification, click link to get started: producertraining.cigna.com.

Q: What do I do if I need certification assistance?

A: If you need assistance accessing or completing this certification training, contact the Cigna University help desk at 866-228-1920 (8 am – 8 pm EST, Monday – Friday). For questions related to lesson content, please contact your upline Agency Manager or Cigna Representative.

Q: I’ve completed the 2013 AHIP training and successfully passed the AHIP exam? Now what?

A: Once you have completed and passed the 2013 AHIP training, you will also need to take our Lesson 1: National Part D Product Overview and:

• Fax your 2013 AHIP documentation (with your Cigna Agent ID written on top of the document) to Cigna at 248-729-2364 using the mandatory AHIP fax cover sheet.

• Or you can scan and email your certificate to [email protected]. Be sure to write your Agent ID on the certificate before you scan it.

2013 enrollment materialsQ: How do I view and order 2013 enrollment

materials?

A: To view materials online and access other producer tools and information, log in to the Producer Portal at cignamedicare.com/producers (using your Cigna Agent ID and password). To order materials online, go to the Marketing & Fulfillment Portal: either through the Producer Portal or by clicking this link: custompoint.rrd.com/cignamedicare and enter your Cigna Agent ID and password.

Pending applicationsQ: How can I check the status of an application?

A: You can check on the status of an application by calling our consolidated producer service phone number: 800-973-9183.

ID issuesQ: What do I do if I have an issue with my ID?

A: For ID issues (including lost writing numbers and passwords), please contact your upline Agency Manager or visit Cigna’s Medicare Producer Portal at cignamedicare.com/producers.

“Cigna,” “Cigna Medicare Services” and “Cigna Medicare Rx” (PDP) are registered service marks, and the “Tree of Life” logo and “GO YOU” are service marks, of Cigna Intellectual Property, Inc., licensed for use by Cigna Corporation and its operating subsidiaries. All products and services are provided by or through such operating subsidiaries, including Connecticut General Life Insurance Company (CGLIC), and not by Cigna Corporation. CGLIC is a Medicare approved Part D sponsor.

For Producer Use Only. Distribution to consumers, other insurers, or any other person or company is strictly prohibited.

849790 a 08/12 © 2012 Cigna

PRODUCER FAQs

COVENTRY

How To Order First Health Part D Kits

How To Order First Health Part D Kits –Step 1

Our user-friendly web-based ordering system makes it simple for you to requestFirst Health Part D sales materials to educate and enroll your clients. In order to accessthe ordering system, you need to be certified and “ready to sell” First Health Part D andhave been assigned an Agent Writing Number (AWN).

Important Note:2013 Sales Kits notavailable on this siteafter 10/31/2013 .

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after 10/31/2013 .Contact CustomerService @ 866-714-9301 if needed afterthis date.Step 1

From our Broker Portal, click on:

Order 2013 Sales Kit for Part Dor

Order 2014 Sales Kit for Part Dto begin.

How To Order First Health Part D Kits –Steps 2 and 3

Step 2Enter your assigned 6-digit Agent

Writing Number (AWN) to gain accessto the ordering area of the site.

Step 3

Click the box titledContinue.

3

Continue.


Step 4Click on Place an ordernow!

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TIPIf at any timeduring theordering processyou needassistance, clickon the Help iconin the upper rightcorner.


NEW FOR 2014There is just oneFirst Health Part Dbroker sales kit forall Part D regions

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Step 5Click on the shopping carticon under Add to Cart.

First Health Part D Kit Allocations

Kit allocations are based on previous selling history and a kit-to-sale ratio of 5:1. For example, ifduring 2013 you submitted 9 Coventry PDP applications, your kit allocation for 2014 AEP would be 45(9 sales times 5 = 45). That allocation is then broken out by the two and a half month AEP season,October 1 – December 7, so you could order up to 18 kits in October, 18 kits in November and 9 kitsin December. Unused monthly kit allocations will carry over.

For new agents, there is a default kit allocation of 15 kits per month.

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IMPORTANT NOTE: If youneed additional kits due tonew sales opportunities,click on the Help button inthe upper right corner. Youwill need to send an emailwith your request to:[email protected].

Click on FH14PEBK foryour monthly kitallocations.

How To Order First Health Part D Kits –Step 6 and 7

Step 6

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Step 7

Next, you need to check theSelect box next to the item youwish to order. Also, in the Qty*field, enter the amount of kitsyou want to order.

p

After adding the Qty*,then Click on Checkout


Step 8Select Create New Ship To andcomplete. Asterisked (*) itemsare required fields.

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Step 9

Click Next.

How To Order First Health Part D Kits –Steps 10 through 13

Step 10

Enter your AHIPCertification Code andDistribution Partner Name(these are optional fields.)

Step 11

Enter your Ship toAttention*. Step 12

Select ShippingInformation.

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Step 13Click on Next.

TIPAll shipments will mailStandard ShippingMethod at no cost toyou. Should youchoose expeditedshipping, you will needto enter your creditcard information tocover the cost.


Step 14

Verify the orderinformation. Step 15

If order informationis correct, click onSubmit Order.

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NOTE: If you haveprovided a valid emailaddress you willreceive an emailconfirming your order.Once your order hasshipped, you willreceive another emailwith trackinginformation.

Have Questions or Need Assistance?

• If you have questions around your kit allocation,please email Coventry at: [email protected]

• If you have questions or need assistance with usingthe kit ordering site, please contact RRDonnelley at

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1-866-362-3230 or by email [email protected]

• For all other questions, please contact the CoventryBroker Services department at 1-866-714-9301, 8 a.m.to 6 p.m. ET, Monday – Friday or by email [email protected]

First Health Part D Enrollment Kit Ordering

How did Coventry determine Part D kit allocations for Agents?

Your Part D 2014 kit allocation has been determined based on your previous selling history anduses a 5:1 “kit to sales” ratio. For example, let’s say last year you submitted 9 applications. Usingthe 5:1 ratio, your 2014 AEP kit allocation would then be 45 sales kits (5x9=45). This total amountwill be broken up into a monthly allocation. Since this AEP selling season is roughly two and ahalf months (October 1 – December 7), you could order up to 18 kits in October, 18 kits inNovember and 9 kits in December.

Note: The minimum default allocation amount for returning agents is 5 and for new agents is 15kits per month. Any unused monthly allocation carries over to the next month.*Allocation amounts are subject to change based on production and enrollment period.

What steps do I take if I need more kits than have been allocated to me?

If you need additional kits because of new sales opportunities, send an email [email protected]. This includes all national marketing organizations, distributionpartners and/or local health plan administrators interested in ordering large bulk shipments.

Be sure to include the following information:

Name Telephone number(s) Mailing address Email address Agent Writing Number (AWN) Reason for allocation increase List the region(s) and the number of kits per region

Another option is for individual agents to download and print the kit components from theCoventry Broker Portal or from the screen where you Place an order now! under the KitComponents tab in the Message area.

What if I have questions about enrollment kits that are unrelated to allocation amounts?

For all other questions and concerns that are NOT related to kit allocation amounts, pleasecontact Coventry’s Broker Services Department at 1-866-714-9301, 8 a.m. - 6 p.m. ET,Monday-Friday, or email [email protected].

What if I am experiencing technical difficulties when trying to place kit orders?

For technical assistance with CustomPoint powered by R.R. Donnelley, call 1-866-362-3230 oremail a message to [email protected].

Reference and Tips for Contacting Coventry’sMedicare Broker Services Department (BSD)

How do I contact the BSD?

The Coventry Medicare Broker Services Department (BSD) can be reached by calling1-866-714-9301. Hours of Operation: 8 a.m. – 6 p.m. ET, Monday-Friday. Or email usat [email protected]. Our friendly & knowledgeable representatives can providea vast array of information.

You can log in to our Medicare Broker Portal at http://broker.cvty.com for quick accessto marketing and compliance information, resources and handy tools (more informationappears below)! To locate Coventry Medicare product information, visit our website atwww.Coventry-Medicare.com or contact your local Coventry health plan.

When contacting the BSD by phone, in order to expedite your call, please rememberto have the following information available:

Agent Name Agent AWN (Agent Writing Number) Name of Coventry Health Plan you are contracted with, or the name of your

Distribution Partner or upline

ENROLLMENT APPLICATIONS ARE NOT SUBMITTED TO THE BSD.

Enrollment applications are submitted to Coventry, according to the plan-specificenrollment submission instructions that appear on the Enrollment Application.

The App Tracker Tool lets you track the status of submitted applicationsand commissions…and more!

If you do contact the BSD about a matter that involves an enrollment applicationsubmitted to Coventry, such as a particular commission payment, please beprepared to provide the following information:

Member or Applicant Full Name Member or Applicant DOB Member or Applicant Medicare ID Number Member or Applicant Address

2013/2014-Coventry Medicare Broker Services Department; broker/agent use only 2

There are many additional topics that the BSD Team is happy toassist you with: Access Codes for Medicare Broker Portal Annual general compliance training Producer-specific questions, such as:

o Questions about information in the Medicare Producer Manualo Commissions Inquirieso Contracting, Contracting Guidelineso Certificationo ‘Ready to Sell’ Status

Coventry’s Medicare web site navigation Coventry’s Medicare Broker Portal navigation

o Where to locate copies of recent field communicationso Sales supply orderingo Service areas and selling tools

Sales seminar reporting requirements and instructions Verification of mailing address/fax number for submitting applications Status of a Member Enrollment Application

o Effective date of coverageo Disenrollment date and reason*o Cancellation date and reason*

*Coventry’s Broker Services Department does not process member disenrollmentor member cancellation requests.

As a valued partner with Coventry, please make sure that beneficiaries know andunderstand their member rights for the plan they select and where they can locateinformation that explains the process for disenrollment or cancellation. The beneficiarymust initiate the cancellation before becoming a Plan member. A disenrollment requestafter the beneficiary is a Plan member must be submitted in writing. Brokers and agentsshould refer to the CMS-approved Coventry Sales Presentations and our SalesPresentation Checklist Tool and on-demand presentations that give step-by-stepinformation to help you assist your clients. Cancellation (before beneficiary becomes a Plan member on the effective date) can

be verbally requested by the beneficiary or authorized representative to CoventryCustomer Service, or can be submitted in writing.

Explain how to contact Coventry Customer Service (refer to Enrollment Applicationfor the phone number for a specific Plan).

Disenrollment (after beneficiary is a Plan member) must be by written notice fromthe beneficiary or authorized representative, or by calling 1-800-Medicare.

The address for the member to submit either type of request for an MA or MAPDproduct in writing is:

Coventry Health Care, Attention Enrollment Department, 3721 TecPort Drive, POBox 67103, Harrisburg, PA 17106-7103 or send a fax to: 717-671-5240.

The address to submit either request for a Part D product in writing is:Coventry Health Care, Attention Part D, PO Box 7763, London, KY 40742-9831or send a fax to: 606-878-4583.


Information that can easily be located via our Medicare Broker Portal:

Training & Compliance Information Medicare Marketing Guidelines Sales Seminar Reporting Instructions Supply Ordering* Coventry Broker Recent Field Communications Marketing and Advertising Templates MA/MAPD or PDP Broker Marketing Catalog Additional Forms and Resources Medicare Advantage Service Areas Enrollment Period Election Grid Health Plan Contacts for Direct Support Pre-enrollment Kit Components* Access to our App Tracker Tool – use this tool for real-time updates!

o Locate and verify the status of a member applicationo Research Commission Paymentso View Commission Statementso Verify Agent Contract Status

*For any questions or concerns regarding Sales Kits, please contact your local health plan.


Coventry Member Customer Service – the best way to assist Coventrymembers!

Coventry policies and procedures safeguard our members’ personal informationand prohibit release of any benefits, claim, current address or telephoneinformation about members.

To best assist a member in the event they request your help with any of the following, orfor other services or information for which they may request your assistance, pleaseinstruct them to contact Coventry’s informed and helpful Customer Servicerepresentatives. They can locate the Customer Service telephone number for the planon their Member ID Card.

Information Broker Services cannot provide:

Member ID Numbers Copy of a Member ID Card Provider (physician) information Prescription or Provider service questions Premium Information and payment status Regeneration of a Member ID Card Member Benefits information – including covered Medications Member Specific Materials or Literature Member bank account information related to EFT payments to Coventry

Health Care Member Claims or payment information (either for health care services or

Part D) Status of Disenrollment or Status of Cancellation

Note: Changes to the member record such as demographic changes, PCPChanges, change in payment status (addition of EFT, for example) MUST berequested by the Member. Requests from the writing agent will not be honored.The Member (or the Member’s representative) should contact Coventry customerservice at the number on the Coventry Member ID Card.

Thank you for your partnership and support to our members!

COVENTRY CCP

Internal Use Only – Coventry brokers and agents

Coventry Health Care Medicare Advantage Plans Sales Kit Ordering

Coventry is pleased to provide “ready to sell” Medicare Advantage (MA) agents the ability to ordersales kits via our online system, available through our broker portal. We’ve made some changesthis year to make it an even easier tool for your use.

Ordering KitsYou can order kits through our online system, which is accessed by a link in the left handnavigation on the broker portal – “Order Sales Supplies.” This link is only available to agents whoare “ready to sell.” Your AWN is both your login and passwordd.

AllocationsIn order to speed order processing and assure inventory control, Coventry has established monthlykit allocations for all agents. In general, each agent will have the ability to order up to ten (10) MAsales kits each month for each market where you are certified to sell. Please be aware that thisinitial allocation is just a starting point. Based on your sales history, your monthly allocation may behigher.

Placing an Order for More Kits than You Have Been AllocatedTo request more kits than you have been allocated, you can either:1) Contact the local Coventry health plan to request an increase in your allocation;2) Place your order through the online system

Note: If you choose to place your order through the online system for more kits than you have beenallocated, your order will “pend.” The local Coventry health plan will review your pended order andmake a determination to approve, modify or reject. You will receive an email when your orderpends and another informing you of the health plan’s decision.

Bulk OrdersIf you need a bulk shipment—for example, to provide kits to all ready-to-sell agents in a singleoffice, you should contact the local Coventry health plan.

Questions? Problems?Contact your local Coventry health plan for questions, including allocations***If any problem arises and you are unable to access the online order system on thebroker portal, please contact Coventry’s Medicare Broker Services Department (BSD)at 1-866-714-9301, 8 a.m. - 6 p.m. ET, Monday-Friday, or email the BSD [email protected].

Technical Difficulties with Online Ordering System?If you are experiencing technical difficulties with using the online ordering system,contact Kylie Otto at Innovative Print & Media Group at 1-800-510-0937 ext. 151or [email protected]

***Contacts for each Coventry health plan are provided on the Contact Us link on theInnovative online order site, and on Coventry’s broker portal Forms and Resources page.

HEALTHSPRINGS

Log in with your User ID and Password at https://custompoint.rrd.com. Enter HSpring in the Account field. You will be directed to the Main Menu page.

Click on Place an order now! to begin.

From the drop-down menu within the Order Attribute: Product Type box, choose Sales Kits and then Continue.

Find your selected item from the Item Description list that appears.

To order it, click the Add to Cart icon to its right (this icon slowly fades out when the item is successfully added). You’ll have the opportunity to enter your desired quantities in Step 5.

Now click Proceed to Checkout where you’ll get a second look at your order so you can correct any errors.

FMO’s & GA’s: You may order Sales Kits for only ONE region at a time. For example, if you place an order for the TN region, only TN materials may be ordered. If other regions appear in your cart, your order will be cancelled.

Ord

er Sales Kit

2014

Ordering your 2014 Sales KitsA Guide to . . .

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2

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4

!

For internal use only. Not for distribution.©2013 Cigna-HealthSpring OSK_09.15.13

Ord

er Sales Kit

2014

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Select your quantities (in multiples of 10) by typing the order amount in the QTY box. Any quantity restrictions will be noted in red. Please order only what you need. Always click Update Cart before you click on Checkout.

This same screen allows you to remove items you ordered in Step 4 or to return to the previous screen so you can order additional items.

To add items to your order Click on Order More Items at the top left of the screen. Proceed as in Step 4.

To delete an item Click in the Select box to the left of the item you wish to delete. Then click the red X at the top right of the screen (titled Remove Selected from Cart). Finally, click Update Cart before you click on Checkout. What's the maximum I can order? Order in multiples of 10 and only what you really need. AGENTS 20 GAs 100 FMOs 300

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Ord

er Sales Kit

2014

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The “Ship To” screen allows you to either Select from your Personal Address Book or Create New Ship To. Each new address you create can be saved to your personal address book or you can even choose to make it your default address.

AGENTS only Once you’ve chosen your “Ship To” address, click Next.

FMOs and GAs only Select the appropriate region’s “Bill To” address from the drop-down menu. Once you’ve chosen your “Ship To” and “Bill To” address, click Next.

A new screen appears. Under “Order Information”, choose the appropriate “Cost Center” from the drop-down menu.

After providing any additional information that is requested, click Next to go to the order submission screen.

This is your last opportunity to change your order. If all is correct, click Submit Order.

A “Thank You” screen confirms that your order has been successfully received. You’ll see an 8-digit Sales Reference Number--if you don’t receive this number, your order is not complete and won’t be processed.

When can I expect my ordered items?

How do I check the status of my order?

That’s easy! Just go to the Main Menu and select Order Status. There you’ll be able to accomplish many tasks, including the UPS tracking of your order.

Orders placed prior to noon EST.

Orders placed after noon EST.

Processed for shipping the same business day

Processed for shipping the followingbusiness day

All orders are shipped UPS Ground delivery and usually arrive within 3 days.

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HUMANA

Humana 2014

As you know, the Medicare Annual Enrollment Period (AEP) will begin October 15th for thenew effective year. Please remember, you can NOT begin marketing any of Humana’s Medicareproducts for the new effective until October 1st. In order to receive materials you must be:

LicensedAppointedCertified for the product you are representing

Each agent was automatically ordered a “starter kit” upon successful completion ofrecertification. The starter kit contains materials for the two (2) MAPD plans with the best valueproposition (if available in your market), as well Walmart PDP material.

We do understand that you may want or need additional materials. You can order additionalmaterials using convenient methods:

Call the Agent Support Unit at 800-309-3163 - be sure to have your Agent ID (SAN) andthe plans numbers you are interested in ordering readily available

You should receive your ordered materials within 6 business days.

If you have questions regarding the material ordering process, please contact the Agent SupportUnit (ASU).

SILVERSCRIPT IS IN SANCTIONS

9/12/13

2014 Medicare Advantage Standard Supply Ordering Is Open Agents contracted and certified for 2014 Medicare Advantage (MA) enrollment may noworder 2014 MA All-In-One Guide enrollment kits and other materials. If you have successfully completed all of your required 2014 MA training & certification,including Medicare CORE certification and UAM’s Corporate, Product and Procedures(CPP) certification you may order supplies as follows:

Login to AgentLink and click on the Product Support Center from the home pagemenu.Select a product you are certified to offer and click the Supply Order tab. Here you will be able to link to our CustomPoint Online ordering portal.

Agents who have yet to complete 2014 certification will not have access to the orderingsite. You will only be able to order supplies for the product or products you are certified tooffer*. Once in the site you’ll be able to:

Select supply items for all 2014 MA plans you are contracted and certified to offerOrder online at any time of day or nightRequest up to 30 All-In-One Guides at one time

Orders may be placed in two ways:

Through the online CustomPoint portal (Preferred)Via Fax

Orders placed through CustomPoint are normally shipped to arrive in 3 to 5 business days,depending on your location. Fax orders can take 7 business days or longer to arrive. Fax order forms can also be found in the Supply Order section of AgentLink. The 2014All-In-One Guides, Comprehensive Formulary, Benefits Highlights, Change Forms andProvider Directories may be ordered via fax.

The following item is available to order online on a stand-alone basis: Provider Directories. 2014 All-In-One Guides

Deliver enrollment presentations with ease using our MA All-in-One Guide. Everything isneatly arranged in a single, bound presentation booklet. All-In-One Guides Contents:

All-in-one Plan, Built for You Important Phone Numbers

Benefit Highlights Road map after EnrollmentWhat Makes Us Different Enrollment Information:Frequently Asked Questions Understanding Enrollment PeriodList of drugs covered by the plan Steps to Easy EnrollmentExtra Benefits and Services Enrollment FormSummary of Benefits OEV Checklist

There may be several different All-in-One Guide enrollment kits per product line,determined by state and county. Our Ordering grids are available on the message board onthe CustomPoint landing page. They are also in the Product Support Center on AgentLink.Select your product and the Maps & State Availability tab to access the Ordering grids.These ordering grids help you determine the kit number you need to order. You may begin taking 2014 MA enrollments when the Annual Election Period (AEP) beginsOctober 15, 2013. Be sure to complete your training and certification in time to order andreceive ample supplies of All-in-One Guides and the other materials so you can accept MAenrollments on the first day of the AEP. Sales Support If you have any questions, please contact Agent Services at 1-866-649-4423,Monday-Thursday, 8:00 a.m.-6:00 p.m. Eastern Time, Friday 8:00 a.m.-5:00 p.m. EasternTime, or contact UAM Sales Support at 1-914-597-2960 (toll-free 1-800-332-3377 ),Monday- Friday, 8:30 a.m.-5:00 p.m. Eastern Time. *Not certified yet? Do it TODAY at UAMCertification.com.

Y0067_AGT_SupOrd2_0813_IA 08/09/13

Universal American

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Customer User Guide

Table of ContentsTopic Page #

URL 3Home Page 4Place an Order From a File 5Place an Order – Catalog Ordering & Item Attribute Search 18Address Selection using Personal Address Book 24Ordering using Copy Recent Order Option 28Ordering using a Saved Order Option 30Order Status 32Administration 34

Updating Your User Settings 35Maintaining Your Personal Address Book 36

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Customer User Guide

Welcome to CustomPointTo access the CustomPoint Universal American link you’ll need to login into the intranet site and locate the link below.

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Customer User Guide

Home PageOn the left side of the screen is a list of modules and services available to you:

• Place Order

• Check Order Status

•Administration

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Customer User Guide

Placing an Order Using Order From a File

To begin placing an order, from the drop down menu select Place & Manage Orders, then choose Order From a File from the Main Menu as shown in the print screen below.

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Customer User Guide

Review the Order From a File General Instructions. The Order From a File option allows you to load both the Ship-To Name and Address information as well as the Item(s), UOM (Unit of Measure) and Quantity for multiple people at one time. When you use this method of ordering, you will bypass the catalog list of items that are loaded on the site. Click Next to continue to upload your Order From a File.

There is a “sample file” link which you can open and download to your Desktop. This file shows an example of how data should be entered. The Template tab can be used to enter your data and load as an Order From a File .

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Customer User Guide

Click on the radio button in the Select column to use an existing list, or click the Upload A New List picture/button to upload a new list.

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Customer User Guide

Type in a name for the list and click the Browse button to select the file from your computer. Answer the two questions at the bottom by clicking on the button to the left, then click Submit.

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Customer User Guide

Correct the Record Count if needed, then click Submit.

At the upload confirmation screen, click Next to continue.

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Customer User Guide

The New list will be displayed and selected, click Next to continue.

Review Terms of Use and click I understand to continue.

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Customer User Guide

At the List Details screen, enter the number of bad addresses to be allowed before file is rejected. In the box, indicate the action to be taken if the file is rejected, be sure and include your contact name, telephone number and email address, then click Next.

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Customer User Guide

Verify that the columns in your list are mapped correctly. Use the scroll bar to scroll to the right to see the fields that are out of view to make sure they are mapped correctly. To make corrections, click on the column heading drop down list and select the required field name and click Next.

In the next screen, verify that all of the columns in your list are mapped correctly, then click Next.

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Customer User Guide

In the shopping cart screen, if the item is a Kit item with Components, you can view the Components by clicking on the icon (brown box with a magnifying glass represents a kit item) in the View Item column. An example is shown at the bottom of this page. Click the Checkout button to continue placing the order.

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Customer User Guide

Checkout Process – Order Information

When using Order From a File ordering method, you do not select shipping addresses because they are already contained in the file that was uploaded. As a result, you will see “DISTRIBUTION LIST” in the Ship To Address section in place of an individual address.

Your Name, Email, Phone and Ship To Attention may be defaulted on the Order Information screen. Please enter any missing information. All required order information is marked with an asterisk (*).

Click Next.

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Customer User Guide

Checkout Process – Shipping GuidelinesTo proceed with using your pre-established shipping guidelines, click Next to continue.

To overwrite your pre-established shipping guidelines for this order only, click “No” and answer the questions that are displayed. To add any comments for the Distribution Project Manager, type them in the text box provided, then click Next.

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Customer User Guide

Checkout Process – Step 3 of 3: Order Summary

The Order Summary will indicate that the order request will be sent to the Distribution Project Manager for review. Please check the order information to confirm accuracy. After validating the order information on the summary page, click Submit Order Request.

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Customer User Guide

Thank You for Your Order!

The Thank You screen confirms that your order has been successfully submitted for processing by RR Donnelley. A unique 8-digit Sales Reference Number will be generated. Note: if you do not receive a Sales Reference Number, your order is not complete and cannot be processed. From this screen you can click Back to Place & Manage Orders Home, Order Status Home, or Printable Order Confirmation

Please Note: At the top of the screen is a reminder that says, “This is not an order. It is an order request. A Project Manager will submit an order on your behalf once the order details have been finalized.”

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Customer User Guide

Placing an Order through Catalog Ordering and Using the Item Attribute Search Option

To begin placing an order, click on the Place an order now! button or select CatalogOrdering from the Main Menu as shown below.

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Customer User Guide

You are now on the product listing screen. The categories are located on the left side. As you click on each category, items associated with that category will be listed to the right.

Item Attributes are setup so you can search by State and County. To search for an item using the Attribute search option, first select the category (PFFS Pre-Enrollment), then select the subcategory (English), as shown in the example below. Now select the Search tab.

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Customer User Guide

Step #1: Checkmark the box next to “Search within Selected (Sub) Category.

Step #2: Once you are in the Search tab, scroll down and select a State. Immediately after your selection, the search will begin processing and you will briefly see a message on the screen as shown here.

Step #3: Once the State search has completed, you can proceed to select a County using the same instructions as above. Please note that you can multi-select the Counties.

Step #4: After your selections have been filtered, your search screen will look like the screen on the left. Now click the Search button to begin the search process.

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1

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3

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Customer User Guide

Once the search process has completed, you can add the item(s) to the shopping cart by clicking the Add to Cart icon that appears below the item description.

Once you’ve completed your selection, click either of the two Proceed to Checkoutlinks that appear both above and below the items.

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Customer User Guide

At the Shopping Cart screen, select the UOM (Unit Of Measure), type in your quantities and click Update Cart. If there are restrictions on items, a message in red will appear above the item description. For example, there may be a minimum or maximum quantity of an item that can be ordered. The system will not allow you to proceed until these restrictions are met. An example of this is shown below….a quantity of 500,000,000 was entered and the error message was generated: ” Maximum order quantity for this item is 99999999 EA”. In order to proceed with the order, this quantity must be changed.

You now have the option to Order More Items, Remove an item, Cancel the order, Savethe order or proceed to Checkout. To Remove an item, make sure you first select the item you want to remove by clicking in the small checkbox to the left of the View Image column, then click Remove Selected From Cart.

After changing the unit of measure or quantity, be sure to click on the Update Shopping Cart.

Please Be Sure To Double Check Your Shopping Cart For Accuracy!

Proceed to the next page for the next steps in the ordering process.

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Customer User Guide

After necessary order quantity adjustments have been made, when you are ready to continue placing your order, click the Checkout button.

Please note the additional Save Order button. This option can be used if, for example, you need to leave your desk but want to continue to place the order at a later time. You will see the Save Order button on each screen during the remaining ordering process.

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Customer User Guide

Checkout Process – Step 1 of 3: Address Selection

You have two (2) options available for choosing a shipping address for your order.

• Select an existing address from your Personal Address Book

• Create a new ship-to address

If you choose the Create New Ship To option, you can add this new address to your personal address book by selecting that option at the bottom of the screen.

You may also make the new address your default by selecting the option to “Make the address my personal address default”.

When you have finished selecting/creating your shipping address, click Next to continue.

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Customer User Guide

Checkout Process – Step 2 of 3: Order Information

Your Name, Email and Phone may be defaulted on the Order Information screen. Please enter any missing information. All required order information is marked with an asterisk (*).

Click Next.

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Customer User Guide

Checkout Process - Step 3 of 3: Order Summary

Please check the order information to confirm accuracy. After validating the order information on the summary page, click Submit Order.

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Customer User Guide

Thank You for Your Order!

The Thank You screen confirms that your order has been successfully submitted for processing by Moore Wallace. A unique 8-digit Sales Reference Number will be generated. Note: if you do not receive a Sales Reference Number, your order is not complete and cannot be processed.

From this screen you can click Back to Place & Manage Orders Home, Back to Catalog Ordering, Order Status Home, or Printable Order Confirmation.

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Customer User Guide

Placing an Order - Other Available Methods of Ordering

Copy Recent Orders

From the drop down menu for Place & Manage Orders, select Copy Recent Orders.

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Customer User Guide

If you have previously submitted orders through the UAM CustomPoint site, you will see those orders listed at the bottom of this screen. To copy an order, simply click on the shopping cart icon in the Copy Order column.

If there are numerous orders listed, you can use the search criteria that is available in the Search area to narrow down your list. PO #, Sales Ref #, Routing ID # and Order # are available Search By options. You may also search by an Order Date range. Once you have selected your search criteria, click the Search button to execute the search. The search results will be listed at the bottom of the screen.

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Customer User Guide

Placing an Order - Other Available Methods of Ordering

Saved Orders

From the drop down menu for Place & Manage Orders, select Saved Orders. Or you can click on the Saved Orders “Reminders” box on the Home page.

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Customer User Guide

Saved orders can be “System Saved” orders or can be orders that you saved intentionally during an ordering session which were not completed and submitted. “System Saved” orders can occur when, for example, there is a sudden network or computer outage or if you left your computer idle for a period of time and it timed out.

To continue a Saved Order, simply click the shopping cart icon in the Continue Order column. Once the Saved Order is continued, it will no longer appear in the Saved Orders list.

You can delete a Saved Order by clicking in the Delete column to select it, then click the Delete button.

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Customer User Guide

Checking the Status of an OrderChecking the status of an order is simple using CustomPoint. Simply click on the Order Status button/picture or select Order Status from the Main Menu.

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Customer User Guide

If you have recently placed orders in CustomPoint, they will automatically display when the Order Status screen initially opens.

Searching your order using the “quick” Search option allows you to quickly find the status of your order simply by entering:

• Sales Ref # • Item #• Order # • Routing #• Purchase Order # • Invoice #

To Search using “quick” Search, select Sales Ref #, Order #, Purchase Order #, Item #, Routing # or Invoice # from the dropdown list, enter the corresponding information, then click Search.

There are three tabs on the search results page:1. Order Header Details - provides general order details, Order Status, as well as links to Address information and Order Messages.

2. Order Lines - shows items that are on the order, as well as links to Detail and Line Messages.

3. Shipping - shows warehouse and shipping information, as well as Shipment Details and a Tracking link that will take you directly to the carrier’s website.

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Using the Administration Module to Maintain Your Personal Address Book

You can use the Administration module to update your User Settings and maintain your Personal Address Book information. Click on the Administration button/picture or select Administration from the Main Menu.

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Customer User Guide

CHANGING YOUR USER SETTINGS :CHANGING YOUR USER SETTINGS :

In the User Settings section, you can update your First Name, Last Name, Email Address and Phone Number. Only the First Name and Last Name fields are required to contain data, as indicated by the asterisk (*). Be sure to click the Submit button at the bottom of the screen to save your updates.

Informational Note: The User Settings information is what pre-populates this same data on the Order Information screen when you are placing an order, as shown in the screen above.

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Customer User Guide

MAINTAINING YOUR PERSONAL ADDRESS BOOK:MAINTAINING YOUR PERSONAL ADDRESS BOOK:

To maintain your Personal Address Book, click on the Personal Address Book icon located above the User Settings section.

To add a new address, click on the Add Personal Address icon. To change the default address, in the Default Address column on the left side of the screen, select the radio button next the address that you want to default, then click the Set Default button.

You can delete an address from the Personal Address Book by clicking on the red “x” icon in the Delete column on the right side of the screen.

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2013 Medicare Advantage Contact SheetAGENT SERVICES

PFFS, PPO and HMO: 1-866-649-4423Monday-Thursday: 8:00 a.m. – 6:00 p.m. Eastern Time

Friday: 8:00 a.m. – 5:00 p.m. Eastern Time

SCOPE OF APPOINTMENT LINE1-800-867-4347

Monday-Friday: 8:00 a.m. - 8:00 p.m. All time zones

ONLINE ENROLLMENTAgentLink Enrollment:

https://AgentLink.UniversalAmerican.comAgentLink Enrollment Cover Sheet Fax Number

1-866-903-8235DIRECT FAX

Paper Enrollment Forms and First-time Submissions: 1-866-903-8235Short Enrollment/Change Forms: 1-866-503-8428

DIRECT FAX CONFIRMATION LINESPPO/PFFS 1-866-856-5849

Monday-Friday, 9:00 a.m. - 6:00 p.m. Eastern [email protected]

MEMBER SERVICES (Hours of operation: 8:00 a.m. to 8:00 p.m., in your local time zone, Monday – Friday)Product Phone TTY

Today’s Options® PFFS 1-866-568-8921 711Today’s Options® Network PFFS 1-866-568-8921 711

Today’s Options® PPO 1-866-422-5009 711TexanPlus® HMO (NTX) 1-800-958-2707 711TexanPlus® HMO (SETX) 1-866-230-2513 711

Generations Healthcare HMO 1-866-547-3060 711Today’s Options® HMO 1-866-802-8571 711

Tribute® HMO SNP 1-800-817-3515 711WEBSITES AND E-MAIL ADDRESSESAgentLink: https://AgentLink.UniversalAmerican.com

Enrollment issues: [email protected] *Please do not send e-mails related to the same issue to more than one e-mail box at a time. This may result in delayed response or processing. Please include member ID on all correspondence. Universal American Corporate website: www.UniversalAmerican.com Universal American Medicare Advantage website: www.Universal-American-Medicare.com

UAM University Training website: www.UAMUniversity.com

For Agent Use Only. AGT40313 April 2013 Not for distribution to the insurance-buying public.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing material for the general public. 8.14.11 Do not distribute, reproduce, edit or delete any portion without the express permission of UnitedHealth Group. Page 1 of 10

Are you interested in ordering sales and other materials but don’t know where to look?

This guide will walk your through the Product Information & Materials tab in the Distribution Portal and show you two simple methods for ordering materials, the Direct

Method and the Plan Search Method. This tab makes ordering easy!

(This is not the same as the Agent Toolkit where you order customized, approved marketing materials with targeted messages.)

Begin by logging into the Distribution Portal at: www.UnitedHealthProducers.com or www.UnitedHealthAdvisors.com

Then follow the steps in the sections below:

Table of Contents Page Distribution Portal Sign-In..........................................................................................................................2 Product Information & Materials Tab.........................................................................................................2 Plan Search Method (Product Information Section) ..................................................................................3 Direct Method (Materials Section) .............................................................................................................4 Shopping Cart and Order Summary..........................................................................................................6 Other Search Engines ...............................................................................................................................8

Product Information & Materials Tab Sales Material ~ Order Fulfillment

“How To” Guide


Distribution Portal Sign-In

Sign in to the Distribution Portal at:

www.UnitedHealthProducers.com or

www.UnitedHealthAdvisors.com

Select Agent ID (only agents accessing with an 'Agent ID' will be able to order materials)

Enter your Username and password

Click Go

Product Information & Materials Tab

Click on the Product Information & Materials tab

Click Product Information to select product materials

Or

Click Materials to find sales materials, order history or your shopping cart


Plan Search Method (Product Information Section)

Click Product Information

Click on desired product; for our example we’ll click MedicareAdvantage

Note: Notice that of the 3 product categories that display, only Medicare Advantage and Part D are available through the Plan Search Method. To order Medicare Supplement materials, use the Direct Method shown later in this course.

Click on Plan Search

Click the Plan year drop-down arrow and select the year

Click the State drop-down arrow and select the state

Click the County drop-down arrow and select the county (if applicable)

Click Search

The plans available for that county/state will appear. For our example, we’ll order materials for the first plan listed.

Click Plan Materials to begin your order


Type in the quantity you want in the Order Qty field

Click Add to Cart

Click View Cart to see your materials

Note: Only items with a box in the “Order Qty” field are available for order. If the item does not have a box, the material cannot be ordered but is available via download.

Direct Method (Materials Section) The Direct Method of ordering materials allows you to bypass Plan Search to locate the Sales Materials you need. In this area you'll find a wide variety of sales, marketing and retail materials to support your business needs (i.e., kits, sales detailers, benefit guides, plan formularies and other briefcase items). Note:Medicare Supplement materials can only be ordered using this Direct Method.

You must be logged on to the Distribution Portal.

Click Materials

Click Sales Materials

Decide if you want to search by location or by item number. For our example, we’ll search by location.

Click the Plan year drop-down arrow and select the year

Click the State drop-down arrow and select the state

Click the County drop-down arrow and select the county (applicable only for Medicare Advantage)

Click Search


The plans available for that county/state will appear. For our example, we’ll order materials for the first plan listed.

Click Plan Materials to begin your order

Type in the quantity you want in the Order Qty field

Click Add to Cart

Click View Cart to see your materials

Note: Only items with a box in the “Order Qty” field are available for order. If the item does not have a box, the material cannot be ordered but is available via download.


Shopping Cart and Order Summary

From the Cart you can:

Update quantities

Remove items

Clear the cart

Add more items

Proceed to checkout

In Checkout,

Click in the check box to populate the Sales Agent ID on enrollment forms (if it appears)

Complete the Ship To section; fields with a red * are required

Click Submit Order

You will receive an order confirmation number. Notice the confirmation lists the number of items you have ordered.

Click Print this page if you want your order confirmation printed


If you want to review all of your order history,

Click the Order History from the main Materials menu

You will receive your order approximately seven to ten business days from the day it is submitted.

Shipment of orders will be fulfilled through DHL or standard UPS (includes tracking numbers).

Please access the UPS site www.ups.com for the status of your shipment.

Orders without tracking numbers are shipped through DHL.


Other Search Engines

You can also search by Provider, Drugs and Pharmacy.

Provider Search



Click on Provider Search

Note: This search method opens a new browser window.

Select the way you want to search: by Physician, Facility or Group

Enter Zip Code

Click Continue

Complete the remaining screens as they appear


Drug Search



Click on Drug Search

Click on the drop down arrow for year and select the plan year

Enter Zip code

Click Submit

Complete the remaining screens as they appear

Note: The steps for this search process are indicated across the top of the screen beginning with step #1 – Get Started.


Pharmacy Search



Click on Pharmacy Search

Complete City and State or Zip Codefields

Select All Types or select specific Services

Click Search

A list of pharmacies will appear

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