SeniorCare and SeniorCare Rx Medicare Products Agent Reference Manual November 2, 2012 www.seniorcaretexas.org WELCOME! Dear Producer, It is with great pleasure we invite you to join the Scott & White Health Plan SeniorCare Sales team by becoming a contracted agent. Scott & White Health Plan has over 18 years experience in managing Medicare programs successfully. We are delighted to offer quality agents and brokers the opportunity to sell our products. In the pages that follow, you will find useful information and instructions to assist you with the process for becoming a certified sales agent for Scott & White Health Plan, as well as information on our policies and procedures to help make the SeniorCare selling experience positive for you and Medicare beneficiaries. Scott & White Health Plan is committed to providing Medicare beneficiaries with information that helps them make informed decisions about their health care choice. The best interest of the beneficiary is our primary concern, and we insist our sales representatives embody that mission. We look forward to working with you. If you have any questions, or we can provide you with additional information, or resolve any issues - no matter how small, please call our Broker Services Department and one of our experienced Medicare representatives will assist you. Sincerely, Tammy Lawson Director, Regional Sales & Marketing 2 November 2, 2012 TABLE OF CONTENTS Welcome Letter from Tammy Lawson, Director, Regional Sales & Marketing . . . . . . . 2 Our Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Definition of a Sale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Appointment Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Compensation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Termination of Agent Appointment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Quick Reference Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 General Inquiries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Note: This information may be updated throughout the year. 3 November 2, 2012 OUR PRIORITY Our members are our #1 priority. Our members deserve our best so they can make informed decisions about their health care needs. We strive to ensure that each person we serve receives the greatest possible value for their health care investment. Our products offer diversity to meet the financial and medical needs of the customer. SWHP offers solutions. We believe in team work and strong partnerships. Together with providers and dedicated agents and brokers, we are providing accessibility to high quality health care coverage. 4 November 2, 2012 GETTING STARTED Steps to become certified to sell Scott & White Health Plan (SWHP) SeniorCare: 1. Complete Agent Appointment Packet. 2. SWHP completes agent appointment process. 3. Agent completes SeniorCare product training and testing. 4. Agent ready to sell upon receipt of SWHP authorization letter. 5 November 2, 2012 DEFINITION OF A SALE The definition of a sale means: The agent must be appointed with SWHP and eligible to sell the product. Agents must have completed all required product training. SWHP has received premium payment for the policy from the member. An agent’s Identification (ID) number must appear on the enrollment application. 6 November 2, 2012 APPOINTMENT PROCESS An agent must complete the agent appointment packet. This packet must include: Agent Application for Appointment Copy of a valid Texas Department of Insurance (TDI) license. Copy of AHIP certification. E&O Form Copy of Product testing and passing score A $10 check payable to the TDI 7 November 2, 2012 COMPENSATION Every month the Marketing Executive Assistant is responsible for running individual sales reported generated by agents and/or brokerages. Commission statements are available to the FMO online at https://scottwhite.acteksoft.com/ACom3 ScottWhite/ Initial compensation Agents/brokers will be paid $413 for new/initial sales. Commission payments are distributed monthly following premium received. Renewal Payments Agents/brokers will be paid $207 for renewal sales in 2014. Commission payments are distributed monthly following premium received. Commission Disputes Occasionally, disputes will arise over credit of sale or commission amounts. These decisions are decided by: Tracy Mow, Marketing Executive Assistant, 254-298-3321, TMOW@ sw.org Tammy Lawson, Director, Regional Sales & Marketing, 254-298-3360, tlawson@ sw.org Evidence may include original enrollment forms, database entries, sales logs, e-mails from the applicant, information from the agent or staff. 8 November 2, 2012 TERMINATION OF AGENT APPOINTMENT Requirements are that required licenses are maintained and addendums to the original appointment contract are signed if procedure changes are made. If an agent’s proper and required licensure requirements are not met, the appointment is terminated. If an agent is found guilty of a violation deemed unethical by SWHP standards, we reserve the right to terminate the appointment of the agent in question. Agents must be in good standing with TDI and SWHP to be appointed, make sales, and receive commission for those sales. Agents appointed for Medicare products must be in good standing with TDI and SWHP, completed training according to CMS requirements, and completes SWHP Medicare product training in order to market and sell Medicare products. 9 November 2, 2012 QUICK REFERENCE GUIDE Who do I contact at SWHP for contracting, commissions or certification questions? Tracy Mow: 254-298-3321, [email protected] Annual product and general compliance training Commissions Inquiries Contracting guidelines Certification Ready to Sell Status Who do I contact at SWHP for enrollment application questions? Agent Line: 1-866-781-7008 or Sharon Rinn: 254-298-3372, [email protected] Maribel Morris: 254-298-3382, [email protected] Enrollment application processing Verification of Mailing address/fax number for submitting applications Status of a Member Enrollment Application Effective Date of Coverage Disenrollment Date and Reason Cancellation Date and Reason Who is my local contact? Eileen St. Amant: 254-298-3387, estamant@ sw.org Eileen is located at the Scott & White Health Plan (SWHP) Temple office. The mailing address is: Scott & White Health Plan Mail Stop Code: MS-A4-126 1206 West Campus Drive Temple, TX 76502 10 November 2, 2012 How do I submit an Enrollment Application? Applications should be faxed directly to the Scott & White Health Plan. For questions or concerns, call 254-298-3372 and ask to speak with the Marketing Assistant. FAX NUMBER: 254-298-3567 What information do I need to call about an application? If you do contact SWHP about a matter that involves an enrollment application that you have already submitted, please be prepared to provide the following: Applicant’s full name Applicant’s date of birth What is the enrollment application receipt date? For requests submitted to sales agents, the application date is the date the agent receives/accepts the enrollment request and not the date the Plan receives the enrollment request from the agent. For purposes of enrollment, receipt by the agent employed by or contracting with the Plan, is considered receipt by the Plan and all CMS required timeframes for enrollment processing begin on this date. What if a member has questions about their plan or benefits? Please instruct members to contact Customer Service at the number on the back of their Member ID card or by calling 1-866-334-3141 (TTY: 1-800-735-2989) if they have questions about: Member ID Numbers Copy/Regeneration of a Member ID Card Provider (physician) information Prescription or Provider service questions Premium Information and payment status Member Benefits information – including covered Medications Member-Specific Materials (e.g., EOC) Member Claims or payment information (for either medical or Part D services) Status of Disenrollment/Cancellation of Plan 11 November 2, 2012 NOTE: Changes to member information (e.g., address, PCP change, changes in the premium payment option) must be requested by the member or their authorized representative. Requests from the agent will not be honored. Members should contact Customer Service at 1-866-334-3141. SWHP Customer Service 1-866-334-3141 The best way to assist members! 12 November 2, 2012 GENERAL INQUIRIES General inquiries and any undefined issues should be directed to the Agent line at 1-866-781-7008. 13 November 2, 2012
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