Anthem: Talk Desk Discontinued as of March 20, 2023

Talk Desk is being discontinued as a tool for recording telephonic scope of appointments and voice signatures. This change comes about due to the CMS implemented requirements of recording all pre-enrollment and post-enrollment calls to prospects and current members.

Additionally, Medicare Voice Signature Services is a new tool that is now available in Producer Toolbox. This tool is only available to use during a face-to-face appointment when the applicant is unable to physically or electronically sign the SOA or enrollment application and does not have a Power of Attorney representative present. The below Quick Reference Guide provides the steps for using the Medicare Voice Signature Service.

Medicare Voice Signature Services Quick Guide – PDF

  • As a reminder, all calls with prospects and current members must be recorded and stored in a HIPAA compliant manner according to the CMS requirements implemented in October 2022. This includes all pre-enrollment calls and post-enrollment calls.
  • By recording all calls, the requirements for recording telephonic scope of appointment and voice signature during enrollment are also fulfilled. It is not necessary to record a telephonic scope of appointment or voice signature separately.
  • Talk Desk, the tool used for recording a telephonic scope of appointment and voice signature, will be discontinued as of March 20, 2023.
  • Historical Talk Desk recordings will continue to be accessible in the Portal.


Questions?  Please contact your CSM rep


Update on Anthem’s MADP Addendum – Please Read!

Communication below sent out to all CSM agents as of Thurs. 3/2/23:

Broker Update: Anthem MAPD Addendum Update

Delay as of 3/2/23: The process to review and acknowledge the updated Anthem MAPD Addendum, noted below, is not currently available.  All agents will receive an email communication from Anthem in 2-3 days that the notification is reflecting on their profile and they can complete the required review/acknowledgement per the guidance below.  Our apologies for any inconvenience caused.


Please note the following action item from Anthem:

In keeping with our requirement to ensure our Third-Party Marketing Organizations (TPMOs) adhere to all applicable laws, regulations, and CMS guidelines, we have updated the Medicare Advantage and Medicare Part D Producer Contract Addendum (MAPD Addendum) language per 2023 CMS Final Rule requirements. TPMO required verbiage has been updated in Section A, Number 4 as well as Section 16: Materials; TPMO Requirements.

Please take a few minutes to read and acknowledge the required document(s) by doing the following:

1. Log into the Producer Toolbox
2. You will be presented with a dialog box.
3. Click “Sign Forms”.
4. You will be directed to the document(s) that require your acknowledgement/signature.
5. Simply follow the prompts and you’re done.

If you choose to click “cancel” in the dialog box, you will receive the prompt the next time you log in to Producer Toolbox, or once logged in, you can select Account Details > Appointments, and the “Action Required” tab, where you can then sign the required form(s).

Reach out to your Cornerstone Senior Marketing Service Team if you have questions.

Anthem Ohio Network Alert: Christ Hospital Health

Sourced from Anthem’s Producer Newsletter on 2/9/2023:

February 9, 2023

We’ve worked closely with The Christ Hospital Health Network for several months, but we haven’t reached an agreement to keep them in your clients’ plans.

This means that starting April 1, 2023, your clients may pay more for care they receive from Christ Hospital’s facilities, and May 1, 2023 for care they receive from Christ Hospital’s doctors. This includes care your clients received at the following Christ Hospital facilities:

  • The Christ Hospital
  • The Christ Hospital Medical Center – Liberty Township
  • The Christ Hospital Outpatient Centers
  • The Christ Hospital Urgent Cares
  • The Christ Hospital Surgery Centers
  • The Christ Hospital Outpatient Imaging Centers
  • The Christ Hospital Lab Draw and Pre-Surgical Testing Centers
  • The Christ Hospital Cardiovascular Testing Centers
  • The Christ Hospital Health Network Physical and Occupational Therapy Centers
  • The Christ Hospital Sleep Centers
  • The Christ Hospital Outpatient Clinics
  • The Christ Hospital Wound & Ostomy Care Centers
  • The Christ Hospital Medical Associates (physician practices)

We will be sending a notice to your clients letting them know. Unless we reach an agreement, Christ Hospital won’t be in your plan’s network starting April 1, 2023 for Christ Hospital facilities, and May 1, 2023 for Christ Hospital doctors.

Clients may pay more if they decide to keep seeing a Christ Hospital doctor or receiving care at these facilities
If the client decides to keep seeing this doctor or receiving care at these facilities after April 1, 2023 or seeing this doctor after May 1, 2023, they may pay more or all of the costs for the care. Some plans only cover care from doctors and care facilities in the plan’s network, except in emergencies. Employees can check their plan documents to learn more.

There may be exceptions
A client may be able to stay with Christ Hospital’s doctors and facilities for a limited time if they are in treatment for a serious and complex condition, in the hospital, scheduled for nonelective surgery, pregnant, or terminally ill. Their plan documents include more information about continuity of care.

We will continue to negotiate with Christ Hospital and hope to reach an agreement that keeps them in our plan’s networks.


Anthem Dental Expansion Update: Liberty Dental

Anthem communication as of 10/24/22:

Provider Network Expansion – More dental providers for your Medicare clients!

A network arrangement between our existing commercial participating network of dentists and LIBERTY Dental provides an expanded network for Medicare Advantage dental products effective January 1, 2023. Note: Network expansion will not include NJ and NV.



Introducing the Anthem Benefits Prepaid Card

Easy Access to OTC Benefits, Account Balances & MORE from a Single Benefits Prepaid Card!

AEP 2023 is bringing big changes to how your current & prospective clients access popular benefits like OTC, Healthy Grocery, Flex Accounts and MORE! Now all their spending allowance-based benefits and funds will be accessible through ONE Benefits Mastercard® Prepaid Card! Your clients will enjoy using a proven and familiar benefits prepaid card they can use as debit or credit (no PIN required). *

This easy-to-use card is automatically loaded with the monthly, quarterly, or annual benefits included in their Medicare Advantage plan. That means they can begin shopping as soon as their plan is effective.

One, integrated call center supports your client’s questions about all of their plan’s spending allowance-based benefits.

*Note – Benefits vary by plan and member eligibility. Members will still have a separate member ID card for their Medicare Advantage plan medical benefits.


If you have any questions, please contact your CSM Sales or Service Rep

Anthem Ohio Medicare Update – Sydney Health and PHE Guidance

In This Week’s Updates:

  • Sydney Health Member Flier
  • PHE – Guidance and Clarification


Sydney Health Member Flier

Medicare Advantage members can access their benefits easily on their mobile device by downloading and registering on the Sydney Health app. The app is free and can be downloaded anytime from the Google Play or Apple App store.

NEW!  A member flier is now available to provide to your Medicare Advantage members! PLEASE CLICK HERE TO DOWNLOAD! 

How can the Sydney Health app help Medicare Advantage members?

  • Provides quick access to their health plan information, including a digital version of their member ID card.
  • Helps members easily track claims and confirm benefit coverage.
  • Members can search and locate in-network doctors.
  • Members can even request a new prescription or refill an existing prescription.

Quick Tip: If a member has already registered online by creating a username and password on the online portal website, there is no need to register again on the Sydney Health app. Members will use the same username and password on the app.

Encourage your Medicare Advantage members to download the Sydney Health app by sharing the member flier with them!



PHE Guidance and Clarification

According to our CMS Account Management team a few weeks ago, there is no valid SEP in place related to the COVID PHE (last renewed 4/15/2022). We were also informed at that time CMS has been reviewing/investigating carriers releasing information; however, we have no ETA on resolution (i.e. retraction).

Anthem Med Supp Update – Proof of Loss of Group Coverage Required

Anthem Producer Online News – May 5, 2022

Beginning May 14, 2022, proof of loss of group coverage must be provided for individuals moving from Employer Group medical coverage to a new Med Supp plan. This requirement is found in the Med Supp Guaranteed Issue Guidelines, Situation #2.

Guarantee Issue Situation #2 is described as having Medicare and an employer group health plan (including retiree or COBRA coverage) or union coverage that pays after Medicare and that plan is ending. Please review this GI Situation in the guidelines as the member may have additional rights under state law. The Med Supp Guaranteed Issue Guidelines are included with the Med Supp application for your convenience.

Beginning May 14, 2022, when submitting electronic Med Supp enrollment applications for GI Situation #2, you will receive a system prompt, indicating “Loss of Creditable Group Coverage” is required and must be included with the enrollment application submission. If you are submitting a paper application, you or your client must submit the documentation directly to the plan.

Acceptable documentation includes a loss of group coverage letter also known as a “Certificate of Coverage,” or letter from the former plan noting the dates the coverage started and ended. The “Certificate of Coverage” serves as proof of coverage. It is always possible to obtain a replacement copy from the employer or union.

  • If required proof is not submitted with the application, the application cannot be processed until loss of group coverage proof is received.
  • If the loss of group coverage proof is not received within seven calendar days, the application will be closed, and a letter will be mailed to the applicant letting them know the application will be re-opened for processing when it is received by the plan.

The application can be re-opened up to 180 days from the signature date on the application.

Update from Anthem Ohio Regarding Welcome Kits & ID Cards

Anthem updates on the welcome kits and cards that are being sent out to Ohio clients.

Member Welcome Kit Includes (See link below for more details):

  • Member ID card
  • New member checklist
  • Instructions on how to set up their introduction call

OTC Welcome Kit Includes (See link below for more details):

  • OTC card
  • Important tips on using the OTC card
  • How to use the OTC card guide
  • List of retail stores where members can use their OTC cards

Flex Card:

  • Pre-activated Mastercard that is ready to use when delivered
  • To check the balance of their account members can visit or call member services at 1-833-299-5088 and choose the option to hear their current balance.




Lastly, Please be sure to visit Anthem Broker Connection website (using Google Chrome) to register for upcoming trainings




Anthem Ohio News: 2022 Member ID Cards & Non-SNP Medicare Advantage HRA Bonus

Sourced from Anthem Broker Communication from 12/14/21:

We would first like to acknowledge that our friends and families in Western KY are in our thoughts and prayers during this difficult time. When things like this happen it makes us all stop and think about what is really important and to be grateful for the things that we have. We are doing outreach to all of our brokers in Western KY to see how we can help. If anyone on this email needs anything, please let us know.


Now that AEP is behind us, we want to thank all our broker partners for finishing strong and putting up some great numbers for Kentucky. We appreciate all your hard work and we can’t thank you enough.

Here is what is included in your Ohio News:

  • ID cards and when to expect them.
  • HRA for Non-DSNP members eff 1/1/2022


Member ID Cards 2022: What To Expect

For 2022 plan effective dates, based on product availability and selection, our members can receive up to four different member Identification (ID) cards as follows:

  1. Member ID card: to be used for all medical services
  2. OTC card: to be used to purchase over-the-counter products at specific retailers
  3. Healthy Groceries: A monthly grocery allowance that can be used to purchase healthy grocery items.
  4. Flex Account –An annual allowance that a member can use to extend their supplemental coverage for dental, vision, and hearing.


When will the member receive their cards? On certain plans, some of the benefits included in Essential Extras/Everyday Extras for 2022 are embedded supplemental benefits. Please review specific plan documentation for more details and lists of specific plans.


Member ID Card:

  • New members will receive their ID card and either a Welcome Guide or a Checklist in their Welcome Kit that is mailed to the member approximately 10 days after their enrollment is confirmed.
  • Existing members MAY receive a new ID card.  Existing members with plan benefit changes (copay amount, phone number, etc.) can expect to receive a new card late November or early December.

OTC Card:

  • New and Existing members – Members will receive their ID card in their 2022 OTC Welcome kit along with the catalog. No activation is required.
  • New members enrolling during AEP will receive their OTC card and product catalog by 1/1/2022. If enrolling after AEP, they will receive it approximately 4 weeks after their enrollment  date.
  • Example of Kroger OTC card below (for Kroger branded plans). Reminder, OTC can be used at both Kroger AND Walmart in store.

Grocery Card:

  • If pre-certification IS NOT required (DSNP Plans) – The Grocery Card should arrive prior to the member’s enrollment effective date. No activation is required
  • If pre-certification IS required – Essential Extras/Kroger HMO & PPO – The Grocery Card should arrive within 5 weeks from initial request. Member must call in to request this benefit.

Flex Card:

  • Essential Extras/Everyday Extras – The Flex Card should arrive in about 3 weeks from initial request.


Earn EXTRA CASH While Building Relationships with Your New Non-SNP Members

OEP is just around the corner. As promised, beginning January 1, 2022, you can earn an extra $50 for the completion and submission of a Health Risk Assessment (HRA) for members enrolled in a NEW Non-SNP Medicare Advantage (MA) plan for January 1, 2022 effective dates and beyond.

You read that right! During OEP, from January 1 through March 31, when following up with your NEW Non-SNP members who enrolled and are effective January 1, 2022 and beyond, simply help them complete the Non-SNP HRA and you’ll receive an additional $50.


Be on the lookout for a separate email communication that includes the following details:

  • Ways to submit the Non-SNP HRA
  • Talking Points for OEP check-in calls leading to the completion of an HRA
  • Payment process and timing of payment



We appreciate your support and commitment to us during this selling season and thank you for your dedication to our members.



Anthem’s OTC Network to Now Include Kroger Stores

Sourced from Anthem broker communication on 11/10/21: 

Kroger Company Stores will soon be included in Anthem’s OTC network of retailers

Convenience and value are important factors when your clients shop using their OTC network — and they deserve nothing but the best. That’s why we are proud to include all Kroger Company stores as participating retailers.

You and your clients will both be pleased to know that as of January 1, 2022, Kroger Company retail stores and affiliates* will be part of the Anthem OTC retail network.


As a MEDICARE AGENT, If you have any questions or concerns regarding Anthem’s OTC network or issues  please reach out  to  ANTHEM’S BROKER SERVICES AT   (800) 467-1199