WellCare Helpful Tip: Locating Legacy Centene or WellCare Plan Info

From WellCare Broker Bulletin on 10/13/21: 

As you are aware, in 2022 our entire family of Medicare products will now be offered under one national Wellcare brand. Although all Medicare products will be presented under the Wellcare brand, work continues to combine all systems and processes into one combined platform.


Health Plan Websites

There are instances where you may need to access health plan information for prior legacy Centene or WellCare offered Medicare products. These plans include Allwell, Fidelis Care, Health Net, ‘Ohana, Trillium Advantage and Ascension Complete.

Health plan information can be obtained by visiting the specific health plan website, which will also provide access to additional information, such as Find a Provider, Formulary, and more.

Be sure to look out for interactive banners on each plan website, which will quickly route you between legacy brands.


The Ascend Advantage

As a reminder, the easiest and fastest way to ensure that you are seeing ALL Medicare plans available in your area and you are credited for each sale is to use the Ascend Enrollment Platform.


If you have any questions or concerns on the legacy plans contact your CSM Service Rep.

NEW Centene Broker Support Call Center: WellCare, Allwell, Health Net, Ascension Complete, Fidelis Care

Broker Support is Here to Help YOU!

Great News! The Broker Support Call Center is now available to all brokers with all health plans (WellCare, Allwell, Health Net, Ascension Complete, Fidelis Care).

Hours: Monday – Friday 8:00 AM – 8:00PM EST

Phone Number: 866-822-1339

Broker Support can help you with inquiries related to:

  • Onboarding – Contracting, training, and license updates
  • Formulary, Provider, and Benefit options available to assist brokers with pre-enrollment information via Ascend
  • Application & Enrollment assistance, WellCare health plan RFI assistance
  • Member Status, Broker of Record (AOR/BOR) correction
  • Broker Commissions – Finding statements, using the calculator, inquiries
  • Broker Portal (Agent Connect and Agent360) Navigation – Assignment of Commission (AOC), hierarchy changes, demographic updates, application search tool, help creating support tickets
  • Single Sign-On Portal – New broker set-up and navigation
  • Sales Materials (CustomPoint)

Most calls are resolved immediately over the phone, those that require more escalation will be forwarded to the corporate team for review, resolution, and direct follow up.

IMPORTANT! The former broker services line, 844-202-6811 will no longer assist with the above matters; however, this line will still be available for Allwell, Health Net, and Ascension Complete enrollment verification and RFI assistance.


Allwell Contracting and Certification Update

  2021 Annual Certification Training (ACT) will be available on July 7, 2020!

Reminder: Completing the 2021 combined ACT certifies you to market and sell all Centene products, including Allwell, Ascension Complete, Fidelis Care, Health Net, WellCare, for 2020 and 2021 plan years.

Top 5 tips for the ACT Mastery Exam:

1. Recommend browsers include: Google Chrome, FireFox, Safari, or Microsoft Edge.

2. Ensure browser zoom setting is set to 100%.

3. The exam is open book – please take your time.

4. A downloadable version of ACT is available within the Resources section of the training. The PDF can be searched to locate information.

5. For every failed attempt at the exam, a 24 hour lock-out period will take place before a retake is allowed, but the number of attempts is unlimited.

Contracting and Annual Certification Training Reminders:

·     Contracting will begin soon, should be completed as soon as possible, but no later than September 30, 2020.

·     All brokers must review, acknowledge, and complete the combined Centene Broker Contract.

·     Unless you are currently, separately contracted with WellCare, you will not be eligible to market or sell WellCare products, for Plan Year 2020 until the combined Centene Broker Contract and 2021 AHIP & Annual Certification Training (ACT) are completed.

·     You will not be eligible to market or sell any Centene or WellCare products for Plan Year 2021 until the combined Centene Broker Contract and 2021 AHIP & ACT are completed.

·     If you do not complete the combined Centene Contract and/or do not complete 2021 AHIP & ACT before December 31, 2020, your Broker Status will be changed to Suspended, and you will not be eligible to receive commissions for any prior business, including renewals.

·     Completing the combined Centene Contract will not change your current contract level.




Thank you for your continued support.

Allwell AHIP/2021 Contracting

2021 AHIP Now Available & Reimbursement:


Attention Valued Partner,


AHIP is the first step in our annual certification process and 2021 AHIP is now available and ready to be taken.


·     Complete AHIP through our training site to access discounted pricing ($125 vs $175).

·     Click here for the Centene/AHIP co-branded link.


AHIP Reimbursement:


Qualify for REIMBURSEMENT of 2021 AHIP Certification Training fees, paid after meeting a few key requirements:


·     Reimbursement is available for actual cost paid by you or your upline, up to $125.

·     Must be certified and contracted to sell 2021 Centene plans.

·     Must have a minimum of 10 new sales with 1/1/2021 effective dates.

·     Qualifying sales must remain active with the plan through 3/31/2021.

·     Reimbursement payout will occur in April 2021.


Training Resources:


Click here for the Centene training site User Guide

Click here for the Centene training site video walk-through (best viewed in Chrome)


Annual Certification Training Reminders:


2021 Annual Certification Training (ACT) will be available in the coming weeks, and one, combined ACT will certify you to market and sell all Centene products, including MA/MAPD and PDP:


·     Allwell

·     Ascension Complete

·     Fidelis Care

·     Health Net

·     WellCare


Completing the ACT course will certify you to sell both 2020 and 2021 Centene plans.


Contracting Reminders:


As a reminder, we have combined our separate contracts into one Centene Broker Contract.


Action Required:


·     Contracting will begin soon and should be completed as soon as possible but no later than September 30, 2020.

·     All brokers must review, acknowledge, and complete the combined Centene Broker Contract.


Contracting and Annual Certification Training Reminders:


·     You will not be eligible to market or sell WellCare products until the combined Centene Broker Contract and 2021 Annual Certification Training (ACT) is completed.

·     You will not be eligible to market or sell any Centene or WellCare products for plan year 2021 until the combined Centene Broker Contract and 2021 ACT is completed.

·     If you do not complete the combined Centene Contract or complete 2021 ACT before December 31, 2020, your Broker Status will be changed to Suspended, and you will not be eligible to receive commissions for any prior business, including renewals.

·     Completing the combined Centene Contract will not change your current contract level.

Centene & WellCare: One Agent Experience Coming Soon!

A message from WellCare & Centene:

A lot has happened since we announced the combination of Centene and WellCare! Since then, we have been focused on providing a combined One Agent Experience that exceeds expectations. Our dedication to being a premier healthcare enterprise focused on government-sponsored healthcare programs and a leader in Medicaid, Medicare, and the Health Insurance Marketplace has not been forgotten. In the coming weeks, watch your inbox for exciting information on the following topics:

  • Combined Contracting
  • Combined Annual Certification Training
  • New and Improved Training Platform
  • Enhanced Materials Ordering
  • Combined Electronic Enrollment Platform (Ascend)
  • Additional Resources and Tools
  • Greater Commissions Opportunities

There are many exciting things going on, and we can’t wait to share more information. As always, thank you for all that you do to transform the health of our communities and your dedication to underserved and vulnerable populations. You are making a difference and you are relied upon more than you may realize.


If you have any questions, please reach out to your Cornerstone Senior Marketing rep

Allwell’s COVID 19 Updates and Procedures

Monday March 23, 2020

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 across our 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 as a way 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 Online Enrollment 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 drop-down 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.


For further information on RATE please download the following documents


RATE Training


RATE Best Practices


RATE Approved Script ENGLISH


RATE Approved Script SPANISH


RATE Tutorial Video


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 Application

If 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.




Approval ID: SCApproved-320-EFT-20200320

Disclaimer: For Agent use only – Not approved for presentation or distribution to Medicare beneficiaries

Centene & WellCare Combination Completed – Message from Centene

Centene’s full message regarding the Centene & WellCare combination:

We are pleased to announce that the combination of Centene Corporation and WellCare Health Plans is complete. The combining of Centene and WellCare has successfully created a premier healthcare enterprise focused on government-sponsored healthcare programs. No one company has brought a private sector focused approach to all facets of government healthcare – Medicaid, Medicare, the Health Insurance Marketplace and military services until today.

What does this mean for our Brokers?

  • Stronger infrastructure leads to stronger tools and resources that Allwell will be able to provide to our brokers, agencies and field staff through this merger.
  • Centene will continue to honor the relationships established independently by each of our two companies. No disruption to existing partnerships will take place at this time.
  • There will be no changes to any existing broker or agency contracts or hierarchies during 2020 as a result of the combination.
  • Our brokers and the role they play in our distribution structure will still remain our top priority for both organizations.

What does this mean for your clients?

This transaction has many benefits for your clients, our members.

  • Immediately following the close, there are no changes to the Medicare member experience within WellCare or Centene.
  • Centene and WellCare will build on both companies’ strong commitments to the communities in which our members live and work by offering competitive and comprehensive healthcare plans.
  • The combined company will enhance its efforts to address the social determinants of health such as food insecurity, housing instability, homelessness, unemployment, lack of access to transportation and other non-medical barriers to health.

What’s the big picture?

This combination further reinforces our commitment to being the preeminent leader in the Medicare space. We value our partners, and look forward to continuing to provide healthcare solutions that meet the unique needs of the communities in each state. Most importantly, we are committed to our partnership and working together to continue providing access to the high-quality cost-effective healthcare solutions we have always provided.


For further information please read our Corporate Press Release or go to our website at https://centene-wellcare.com/.

Thank you for you partnership and continued support.


Allwell Medicare Advantage

Allwell’s AEP Helpful Tips & Trends Update

Allwell hopes that you are off to a great start this AEP! This week Allwell is going to focus on making sure your marketing efforts are compliant, geo-coded directories, the broker portal and some fantastic partnerships Allwell has that you can share with your clients.

Tip # 1: Be Compliant

We realize that marketing is incredibly important when it comes to outreach so let us help you be compliant. Our compliance team is here to review any material, marketing or communication that will be seen or heard by your Medicare clients that represent Allwell.

CMS defines marketing as the use of materials or activities that are conducted with the intent to draw a beneficiary’s attention and to influence a beneficiary’s decision-making process when selecting a MA plan. Additionally, marketing contains information about the plan’s benefit structure, cost sharing, measuring, or ranking standards.

Check your materials, make sure that you are compliant. Simply reach out to your local Account Executive and they can help. Any and all client facing materials such as websites, social media posts, print, radio or local sponsorships that meet the definition of marketing must be reviewed and approved by our compliance team in advance.

NOTE: Compliant marketing also extends to social media posts with or without a sales intention. Any use of a company name without approval, whether the intent is positive or negative, can potentially be considered a non-compliant action.

Tip # 2: Geo-Coded Directories

Having a list at your fingertips of primary care physicians, specialists, hospitals and outpatient facilities that are within your client’s service area so that you can submit an accurate and compliant application is helpful. It is important to make sure that you are confirming availability and assigning your client’s (Primary Care Physician) PCP and (National Provider Identifier) NPI when submitting your client’s enrollment application.

Prior to your appointment printing out or having the link to a geo-coded directory for the area in which you are meeting your client may be a good idea. Log on to your local Allwell plan website and go to the “Find a Doctor or Pharmacy” tab. Click on the link labelled “Geocoded Provider Directory Search.” From there you are able to create a directory by Zip code or Address for the Product Type, State, and Specialty.

Tip # 3: Resources at your Fingertips in the Allwell Broker Portal

Once you are actively contracted with Allwell you have the ability to register for our broker portal where you can access a myriad of useful tools and resources to assist you in your sales. You can track your book of business, commission payments, VBE and Blue Button Administrative Payments, eligibility, view sales quoting tools, and access support documents such as forms, brochures and helpful how-to videos on our Ascend online application platform. To register for the broker portal simply visit broker.brokersecureportal.com and create an account. Once you log in you will find a complete user guide in the footer of the portal. If you have any questions or need assistance please contact our Medicare Broker Services Department at 1-844-202-6811 or email medicarebrokerservices@centene.com

NOTE: You must be contracted and have an NPN number in order to gain access to the portal.

Tip # 4: Use the Allwell Partnerships to your Advantage

Help your clients find FREE programs in their area that best suit their needs. BenefitsCheckUp® is the most comprehensive, free web based service of its kind in the nation that screens for benefits programs for seniors with limited income and resources. BenefitsCheckUp ® users can select categories of programs that interest them to screen for more than 2500 public and private benefit programs in all 50 states.

Inform your clients of how they can earn money by receiving specific preventative screenings or care visits. Your client is automatically enrolled in the My Health Pays ® program once they are an Allwell member. After they complete an eligible preventive screening or care visit and the claim is processed, a Visa ® Prepaid Card is sent to them with their reward amount pre-loaded onto the card. Your client can then redeem those reward dollars at any Walmart, or Sam’s club as well as for certain transportation, utilities, and telecom services. It pays to stay healthy!

Broker Services team at 1-844-202-6811

October 15th – December 7th, Monday thru Friday 9:00am to 7:00pm, and Saturdays, 9:00am – 1:00pm, each time zone.


Broker Services with be closed November 28 – December 1

Ascend Help Desk & VBE Wellness Advocate will be closed November 28

Allwell 2020 AEP Helpful Tips & Trends

Administrative Payment Payouts, SEP Notice, MBI Locator, and Ascend Resources

AEP is in full swing and it’s important that Allwell keeps you, their brokers, informed and up-to-date on any and all information that will help you be more successful. Below are some hot topics Alllwell wanted to share with you.


Tip # 1: Administrative Payment Payouts

Don’t forget that when you initiate a VBE ($50) and Blue Button ($30) you will receive an extra $80 in administrative payments.*

VBE payouts have already started so make sure you are logging into your Allwell Broker Portal to keep track of your payments.

Blue Button payouts will commence as of November 20, 2019.

Administrative Payments are paid out on a weekly basis.

For any questions or concerns about your administrative payments please call Broker Services at 1-844-202-6811

Tip # 2: Special Enrollment Period (SEP) for Beneficiaries Affected by Severe Weather

If your client or client’s authorized representative has been affected by severe weather as documented by the Federal Emergency Management Agency (FEMA) and were not able to enroll, dis-enroll, or switch their Medicare health or prescription drug plan due to the disaster, they may be eligible for an SEP. If your client qualifies for an SEP they have four (4) full months from the day the disaster occurred to enroll, dis-enroll or switch their plan.

When enrolling your client for a weather related emergency or major disaster SEP within the Ascend online application you must make sure to use the correct election selection in the election period section of the application.

The election you need to choose is: “I was affected by a weather-related emergency or major disaster as declared by the Federal Emergency Management Agency (FEMA). One of the other statements here applied to me, but I was unable to make my enrollment because of the natural disaster.”

For more information about SEP please visit: https://www.cms.gov/AboutCMS/AgencyInformation/Emergency/Downloads/MedicareBeneficiaryDisasterEnrollmentQsandAs.pdf

For more information about areas that qualify as a disaster area please visit: https://www.fema.gov/disasters

Tip # 3: How do I Help my Client Locate their Medicare Beneficiary Identifier (MBI) Number?

It is important that you use your clients MBI number on the enrollment application when enrolling your client into an Allwell plan. If you don’t use your client MBI number the application process is slowed down considerably.

Your client can find their MBI number by:

  • Looking on their newly issued Medicare Health Insurance Card
  • Calling the Medicare help line at 1-800-633-4227
  • Logging into their gov account

If your client is new to Medicare and doesn’t have a Medicare card yet, they can get their Medicare number by logging into their Social Security Account

Tip # 4: Find Valuable Documents and Videos in the Ascend Resource Library

The online Ascend platform is so much more than just an online application platform. Once logged into the portal you can access the Resource Library where you can find valuable documents and videos to assist you in all your Allwell Sales. You will find documents such as Evidence of Coverage, Summary of Benefits, Sales Presentations, VBE training, Blue Button demo training and much more.

For More Information on Using the Allwell Online Application Platform, Ascend Check out Allwell’s FAQs


Centene/WellCare Merger Gets Approval From Five More States

Article courtesy of WellCare/Hill+Knowlton Strategies

Centene Corp. and Tampa-based WellCare Health Plans Inc.’s planned $17.3 merger has gained the approval of five more states.

Arizona, Connecticut, Georgia, Ohio and Texas join 17 other states that approved of St. Louis-based Centene Corp’s (NYSE: CNC) acquisition of WellCare (NYSE: WCG). This latest round of approvals brings the total count of insurance departments that have signed off on the merger to 24. The companies originally sought the approval of 27 departments.

“We are making important progress in our merger process and are pleased that state insurance regulators continue to see the benefits that our combination will bring to recipients and communities,” Michael F. Neidorff, Centene’s chairman, president and CEO, said in a statement. “We will continue to work with the remaining state insurance regulators to demonstrate how we will provide recipients with access to affordable, high-quality services and products as well as deliver fair compensation for providers and create savings for states.”

The two companies expect the deal to be completed in the first half of 2020. WellCare is one of the Tampa Bay area’s largest public companies, according to Tampa Bay Business Journal research.