telephonic agent guide
TRANSCRIPT
Dear Allwell Broker
Thank you for all that you do to transform the health of our communities and your dedication to our under served and vulnerable populations, particularly in this time of uncertainty. Our teammates and partners are the heart and soul of this organization. The health and safety of our employees, partners, members, and communities is our uncompromising priority. We are closely monitoring the coronavirus (COVID-19) situation and are engaging regularly with medical professionals, the Centers for Disease Control (CDC), the World Health Organization (WHO), and other government agencies as the situation evolves. Company leadership, our business resilience teams, and representatives from acrossour businesses are engaging daily to monitor the situation as it evolves and are taking measures to keep employees and partners safe, minimize the risk of exposure to COVID-19, and ensure that we can continue to provide the services that our members rely on for their health and well-being. That said, Centene would like to offer some options on how to keep you and your clients safe while still making sure business is being conducted.
Telephonic MAPD Marketing Appointments Due to the current state of COVID-19 as of 3/16/2019, Centene will allow agents to conduct telephonic MAPD sales appointments with beneficiaries. Remember, when conducting telephonic MAPD marketing appointments with Medicare prospects seeking only MAPD information; all current CMS Medicare Marketing Guidelines, Centene policies, etc. must be followed including consent to contact and documented Scope of Appointment. The Scope of Appointment (SOA) can be initiated via email or text through the Ascend application and must be in an ‘accepted’ status prior to discussing any plan information. If your client does not have access to email or a method of texting traditional paper SOA forms are required.After all CMS requirements are met, an agent may proceed with a telephonic MAPD marketing appointment and assist with a discussion of plan details and formulary/physician searches. Please use the presentation checklist to ensure that all important topics are covered.
If your client agrees to enroll, the agent may: Use Remote Agent Telephonic Enrollment (RATE) within the Ascend OnlineEnrollment Platform (must be an enrolled Ascend user) · Provide their Ascend PURL information to the client; or · Send a plan Enrollment Guide which includes a paper application (and all required
documents) to be completed by their client
Remote Agent Telephonic Enrollment (RATE) RATE is a powerful enrollment tool within the Ascend Mobile Application (AMA) that enables you to enroll your clients by phone. The platform will allow you to enroll your clients and still initiate a Value Based Enrollment (VBE).
Some important things you should know are: RATE is only available with an iPad and runs on iOS technology. · Check that you have the latest version of iOS installed on your iPad. · You must have the latest version of Ascend – you can do this by logging into Ascend and
it will ask you to download the latest version. · Verify that your Ascend Resources are up to date. You can check this by clicking on
“Resources” and confirming that “Resources are up to date” in the top right-hand corner of the application. ·
Once in the Ascend Mobile Application (AMA) make sure that you click the dropdown menu under your name in the top right-hand corner of the application and choose “Accepting Calls.” ·
Disregard the “Unavailable” section in the drop-down menu. · Telephonic sales must be done using RATE only. · Confirm that your RATE access is functional and that you have your unique 1-800
number found in the same drop-down menu next to “My Number.” · If you are conducting a telephonic sale, appointments must get a documented Scope of
Appointment (SOA) prior to starting the appointment. · You can NOT initiate or accept a RATE call if you are already in a scheduled meeting Your iPad should be used in landscape mode, this will ensure that you can view the
“Start Meeting” button. · You MUST follow the approved RATE script – all phone calls are recorded. · The RATE script should be downloaded to another device or printed out as the script
cannot be viewed on the same iPad screen. · Agents should review the entire RATE script prior to using RATE for the first time and be
aware of all statements that must be covered including those that MUST be read verbatim. ·
You can NOT initiate Blue Button using RATE. · Make sure that the enrollment is complete prior to initiating the VBE. If selecting “Call
Now” for VBE, ensure that you have wrapped up conversations with your client as they will be called immediately after clicking “Call Now”. ·
Once your RATE enrollment is complete send an enrollment guide to your client to ensure they have access to important and required documents.
Personalized URL Every agent who is registered to use Ascend has a Personal URL (PURL) that you can use to connect your client with the Ascend online enrollment tool if you are not able to do a face to face meeting.
The PURL can be found in the Agent Portal (tile on the home screen of AMA) and accessed with the same Ascend credentials. Your PURL can be sent electronically to your client who wish to do an online enrollment on their own.
Some important things you should know are: Your PURL is unique to you and is created on your first login to the agent portal (once you login click on “View Enrollments” and the PURL will be at the top of the page). · The PURL is attached to your writing numbers so that you will get credited for the
sale when an enrollment is made through the tool. · The Ascend Quote and Enrollment tool will look the same for the agent as it would in
the AMA, however, lead information and other items like Scope of Appointment will not be merged into the application. ·
VBE and Blue Button are NOT options when using your PURL.
While we are in unprecedented times it is important that to take precautionary measures to keep yourself and your loved ones safe so please use the alternative enrollment options whenever possible.
Paper ApplicationIf you are sending an Enrollment Guide with a paper application, make sure that you
complete the Office Use Only section including your name and NPN. Do not fill out the received date.
Special Enrollment Period (SEP) for Beneficiaries affected by COVID-19 (Coronavirus) The COVID-19 pandemic is declared a national emergency with incidents declared on the FEMA website for all US states. Therefore CMS guidelines surrounding Special Enrollment Periods will be in effect. If your client or client’s authorized representative has been affected by COVID-19 as documented by FEMA and were not able to enroll, dis-enroll, or switch their Medicare health or prescription drug plan during another valid election period due to the national emergency, they will have a Special Enrollment Period (SEP) that is currently available.
For more information about COVID-19 SEP please visit: https://www.fema.gov/disasters
Hours of Operation: As of now, all call centers will be operating business as usual. As our country continues to prepare and execute safety measures, we will continue to evaluate business processes that will ensure the safety of all partners.
Protecting our members, employees, and partners conducting home visits: Centene is taking steps to cover COVID-19 testing and screening services for Medicaid, Medicare, and Marketplace members and is waiving all associated member cost share amounts for COVID-19 testing and screening. We will not require prior authorization, prior certification, prior notification, or step therapy protocols for COVID-19 testing and screening. Enhanced protocols have also been created to ensure our pharmaceutical services continue to be available for members through supply chain management. To lower the risk of transmission of illness we suggest taking precautions, such as reaching out by telephone prior to home visits to ensure that those being visited are not experiencing any symptoms related to COVID-19. As always, please ensure to adhere to all CMS guidelines.
We encourage you to reference the Centers for Disease Control and Prevention (CDC) website as well as local government guidance for current updates. Further, ensure to use the following precautionary measures to support a safe and healthy environment: Thorough hand washing with soap and water for at least 20 seconds — hand hygiene
is the most effective method to control the spread of many viral illnesses. · Using alcohol-based (containing at least 60 percent) hand sanitizer. · Covering your mouth when you cough or sneeze by coughing and sneezing into a
tissue and then disposing of the tissue in a wastebasket. · Thoroughly cleaning surfaces that may be contaminated. · Avoiding shaking hands and close contact with people who are sick.
We appreciate your cooperation and support in serving our members and communities in this time of need and uncertainty. As the situation evolves, please know that additional measures will be taken with a local-oriented approach, and we will continue to ensure our employees and partners are supported and safe.
If you have any questions regarding the above information please reach out to your local Account Executive or to our Broker Services team at 1-844-202-6811 Monday through Friday, 9:00am to 5:00pm all time zones.
Thank you for your continued support.
Allwell
Approval ID: SCApproved-320-EFT-20200320 Disclaimer: For Agent use only – Not approved for presentation or distribution to Medicare beneficiaries
BCBSTX VIRTUAL ENROLLMENT OPTIONS
Subject Line: Attention “Face-to-Face” Agents – Virtual Enrollment Options Available! In these challenging times, BCBSTX is here. We are committed to providing you, our valued producers, the tools and training to support your Medicare business needs. Your health and well-being, as well your clients, are top of mind and we are here to ensure you are equipped to continue business in this new environment.
Important Update – MAPD/PDP Online Enrollment Tools To allow virtual MAPD/PDP enrollment meetings, BCBSTX is providing the following guidance related to Scope of Appointments. This guidance gives you flexibility to continue conducting your MAPD/PDP business. Scope of Appointment is required to document all marketing activities including in-person, telephonically, and walk-ins to Plan/Part D sponsor or agent offices. HCSC will capture the Scope of Appointment requirements through other available modes of real-time communications (i.e. phone/face-time/etc.) by and between the producer and his/her client. If the client’s signature is required, Producer will document the client’s verbal authorization for signature on behalf of the client and may proceed selecting “Paper” method as of the Scope of Appointment for purposes of online MAPD/PDP enrollment. LOG IN TO BLUE ACCESS FOR PRODUCERS AND ENROLL ELECTRONICALLY. Click “Plan select and Enroll”
NEW Medicare Supplement Agent-Assisted Online Enrollment Tool To streamline the enrollment process and assist when conducting virtual meetings, BCBSTX has launched a new online enrollment tool for Medicare Supplement. It’s a simple, user friendly process that flows through the Medicare Supplement Application. You can also use this tool when you conduct your enrollment meetings virtually - over the phone, FaceTime, Skype, Zoom or other communication methods. See link below to get started.
Thank you for your patience and flexibility as we, together, navigate this evolving environment. Please continue to read News from the Blues for Producers for the latest updates
To learn more about these tools or have questions, please contact your Regional Sales Manager.• Houston: Don Muir [email protected]• San Antonio and South TX: Daisy Barrera • [email protected] • El Paso: Fernie Archuleta. [email protected]• DFW: Woody Key. [email protected] • Austin: Victoria Trevino. [email protected]
Care N Care –
https://eforms.cnchealthplan.com/2020tmg/agent/
Agent can email the agent web-based link for the client to enroll themselves after a compliant presentation (client fills out agent link)Face Time, Go To or Zoom Meeting with client enrolling via the agent web-based link – agent fills out.
Community Care-Oklahoma
• Once your client has chosen a plan, you can conference call our main sales line at 918-594-5275. Introduce yourself as the broker and then introduce your client and my team will take over the call and collect your NPN at the end of the enrollment.
• As far as Scope of appointment forms, we’ll still need those, but you can sign for your client telephonically & send the completed SOA to:
• Jerica at [email protected] or fax to 918-878-5978.
Dear Valued Essence and CoxHealth Producers,As we navigate through these tough times, we want to make sure that you are armed with alternate means to enroll your clients into Essence Healthcare & CoxHealth MedicarePlus WITHOUT having to complete a Face to Face Visit.
The Friday before last, we sent out Screen Share tools and instructions on how to access our Sales Presentations. We are fortunate to have so much technology at our fingertips, however we understand that our clientele may not have as much access to this technology. In order to alleviate this burden, we have created a way for you to enroll those clients who do not have access to online enrollment capabilities.
Effective Immediately, we are opening up our Producer Support Line for Telesales to all Brokers who are Certified to Sell Essence Healthcare and CoxHealth MedicarePlus. This means that if you would like to enroll someone over the phone, you may call into Producer Support WITH your beneficiary on the line to complete the Enrollment Application. Telephonic Enrollment services will be offered during normal business hours of operation, M-F, 7am-6pm Central Time.
There are very IMPORTANT Compliance Guidelines that must be followed; please read these carefully. 1. All Calls will be completed on our Recorded Telephone Lines.2. Per CMS Guidelines, all Telephonic Enrollments must be INBOUND. You will make a 3-way call into PRODUCER SUPPORT at 1.877.259.8657 WITH your beneficiary on the line. 3. Per CMS Guidelines, Producer Support Reps may NOT make outbound calls to beneficiaries. The beneficiary MUST be on the line when you call in. You may not call the beneficiary to initiate the enrollment4. Producer Support Reps are NOT LICENSED SALES AGENTS. Per CMS Guidelines, they are ONLY allowed to take demographic information, and cannot act as a Customer Service Representative. You as the LICENSED agent, will be responsible for having explained the benefits appropriately AND answering questions while on the call. 5. The Producer Support Rep will follow a Script that includes all of the Demographic Questions along with the Terms and Conditions on a Paper Application. The Terms and Conditions will be read out loud and each one will require a verbal acknowledgement of understanding. 6. You and your member will receive a confirmation number when the Telesale is complete. This is very similar to when you call in a “Phone Enrollment.”7. A Paper Application is not required in this type of enrollment as your Beneficiary is completing the enrollment with a Verbal signature on a recorded telephone line. 8. A Scope of Appointment is still required for your records. IF you do not have access to an SOA (Scope of Appointment), Producer Support will offer a Verbal Recorded SOA for a Future Appointment. If you choose the Verbal SOA, you must place a second Inbound call with Producer Support to complete the Telesales. You will not be able to complete a Verbal Scope & Telesales in the same call. As a reminder, Producer Support Reps are not allowed to make outbound calls to the Beneficiary
This is an unprecedented time for everyone, and the situation is changing daily. We are committed to maintaining our business operations to ensure that you can give the highest quality service to your clients without disruption. As always, Producer Support is Ready To Assist at 1.877.259.8657 M-F, 7am-6pm CST.
Global Health-Oklahoma
• Recently, we announced the introduction of our Broker Support Line. With your client on the line, you can dial 1-855-455-7060. We have representatives standing by to assist you with telephonic enrollment and to ensure those calls are recorded in compliance with CMS guidelines. Our representatives will complete the enrollment on your behalf, and we will add you as the agent-of-record during the call.
• To access this service:
• Call 1-855-455-7060 with the beneficiary on the line
• A GlobalHealth representative will answer to assist you
• Introduce both yourself, including your agent writing number, as well as your client
• The GlobalHealth representative will take it from that point as he/she walks through the enrollment and enters the information into our system
• This service is available Monday-Friday, 8:00 a.m. – 8:00 p.m., CST
• If you are using our online enrollment portal, there are many great features that support telework. In particular, the electronic Scope-of-Appointment (SOA) is a feature that was designed to make the process more efficient. Lastly, we ask that you review the tips to ensure proper plan selection—regardless if enrollment is completed through the portal or on a paper application. These tips, as well as the instructions for an electronic SOA can be found by clicking here.
KelseyCare Advantage Sales Enrollment Line
Effective today our broker partners will be able to have their sales completed through the telephonic enrollment department. The broker agent will get credit for the enrollment and be assigned as agent of record. Please have the prospect call (713) 442-JOIN or (713) 442-5646.
The following process that needs to be followed to complete enrollment over the phone:
1. You must prep the prospect for enrollment. The plan should be completely explained, and they should have expressed desire to enroll. Once enrollment process starts, they can’t ask any questions regarding the plan. If they start asking questions, they the enrollment will be stopped. The phone rep will direct the prospect to call you for the answers to the additional questions. (Reason the enrollment is being recorded and we have both sales agent and intake reps who are not sales agents completing application process).
2. Please make sure they know which plan they would like to enroll in give them the plan name i.e. RX, Essential Choice, RX Select.
3. They will need to provide election period and effective date i.e. 5 Star 4/1/2020 or ICEP 5/1/2020.
4. Prospect need to have their Medicare Card with the new Medicare ID Number. Please double check that they can provide the id number and effective dates. They will not be able to complete enrollment without it.
5. Please provide your name and npn number to the prospect we will start asking this in order to make sure you are assigned as agent of record and we process your commission in a timely fashion.
6. In case your prospect forgets to give your name or can’t remember please also email [email protected] and cc [email protected] Provide me with the prospects full name and date of birth.
7. If you have any questions please call Jasmine Alberto, Sales Manager at (713) 4747999 or Araceli Manrique at (713) 442-9701.
4/9/2020 Express » Blog Archive » Changes for PDP e-App Over the Phone Enrollmentshttps://blogs.mutualofomaha.com/express/index.php/2020/03/31/changes-for-pdp-e-app-over-the-phone-enrollments/ 1/1
March 31, 2020 Changes for PDP e-App Over the Phone Enrollments The impact of the Covid-19 virus has changed the way many of us now conduct business. For the health and safety of you and your clients Mutual of Omaha highly recommends that everyone practice social distancing.
The ability to conduct business via electronic application is one way to adhere to this practice. Medicare Part D (PDP) plans, currently only call centers or producers who can record calls, store them
for ten years and use a CMS filed and approved script can take enrollments over the phone. For those producers who do not have these abilities and use the e-App, they have had to conduct business face-to-face. Given the current environment,
Mutual of Omaha will allow the following exception to these rules regulating the taking of electronic applications via phone for our PDP business. 1. You may take electronic applications over the phone with your customers without using a script and
without the ability to record the call. 2. You are still required to complete a Scope of Appointment (SOA), which can be sent and completed
electronically by both the customer and you. 3. Although calls may not be recorded and no script is used, you should continue to utilize best practices. 4. Read all the required disclosures provided in the e-app, Ensure your client fully understands the
coverage and benefit details; and Ensure your client understand they are enrolling in a Medicare Part D plan. Without a call record, should a member file a complaint it will be handled no differently than a complaint following a face-to-face enrollment.
5. The above is subject to change as we continue to review these practices from time to time for compliance or as the pandemic subsides.
6. The following are our general guidelines for conducting business currently. We strongly encourage you not to conduct in-person client meetings and we should all be prudent to exercise an abundance of caution.
7. This includes but is not limited to opt for video meetings or phone calls where possible Avoid in-person meetings if either you or another participant are at-risk Contact participants in advance to ask about their level of comfort with an in-person meeting Don’t assume; ask.
8. Do not meet in person if you are feeling ill or the other participant is not feeling well. Again, ask. If you do proceed with an in-person meeting, please document the client’s agreement to meet for your file. This will be key if there are any questions later regarding meetings or participants.
9. Practice social distancing. Stay at least 6 feet from the client. Follow the guidelines as prescribed by the CDC for any in-person meetings.
Thank you for making Mutual of Omaha the company you count on to provide the products your Medicare customers need.
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4/9/2020/ Express » Blog Archive » e-Application Convenient, Fast and Always Availablehttps://blogs.mutualofomaha.com/express/index.php/2020/03/16/e-application-convenient-fast-and-always-available/ 1/1
March 16, 2020
e-Application Convenient, Fast and Always AvailableMutual of Omaha offers the convenience of electronic applications for our Medicare solutions products – Medicare supplement, dental and Prescription Drug Plans. All e-Apps are easily accessible on Sales Professional Access (SPA)www.mutualofomaha.com/broker under the Electronic Applications link.
Check Out These Features!
• Real time – reduces frustration with outdated forms and ensures quoted rates are current• Quick rate quotes • Save time – assures application is in good order at the time of submission • Underwriting rules automatically applied, eliminating guesswork • Easy navigation to progress through the application; flags for missing information; and
easy access to help and information screens • Additional questions generate only when your client needs to answer them • Electronic, voice or wet signature options available• A dashboard showing each application’s status
If you haven’t used our e-App, then before you take your first application play with it in our sandbox. The sandbox is a safe way to become familiar with the e-App. You can play with the rate quoter, application and signature options. Use fictitious names and enter your email address as the applicant to see the various communications the e-App generates. The sandbox is on the SPA under the same link as the e-App. Give it a try.
And remember, the best thing about e-Apps is it is always available. You can eliminate the need to order a supply or having to download and print a paper application. Our electronic applications are ready anytime you and your client are ready. And when you cannot meet face-to-face with your client, you can still do business via e-App and a phone call.
If you have any questions, contact our Sales Support team at 800-693-6083.
mutualofomaha.comCopyright © 2020 Mutual of Omaha Insurance Company. All rights reserved. For producer use only. Not intended for use with the general public.
