Humana No Longer Accepting ASEC Form Effective 9/1/20

Effective 9/1, Humana can no longer accept an Agent Statement of Enrollment Correction (ASEC) form for corrections to contract/PBP numbers. This is considered a plan change and requires Humana to send a correction to CMS, which we are no longer able to do. Humana must comply with these new guidelines.

  • For plan corrections, a new application must be submitted. In the case that it is after the effective date of the plan, the member will need to submit a new application for a future effective date using a valid election period.
  • We are able to accept ASEC forms for other errors, but not plan corrections.

This change was reflected in the IGNITE Newsletter  sent to partner agents on August 27th.

 

If you have any questions or concerns please reach out to your Cornerstone representative.

Humana Marketing Materials Pre-Order

Friendly Reminder that the deadline to place pre-orders for 2021 Humana Marketing Materials is Tuesday 8/25 to ensure delivery by AEP. Please see instructions below.

2021 Marketing Materials are now available for ordering by Agents and Agencies!  The link below can be used for Agency ordering and for Agent Re-orders. Agents will be prompted to order a starter shipment at the end of their certification course, and shipping will begin on 9/15/20.

 

https://printandfulfillment.adp.com/HumanaDelegatedAgents/Forms/UniversalLogin.aspx

 

The AGENCY log-in is the AGENCY SAN in both the username and password fields.  Agency pre-orders can be submitted now through 8/25.  Please order ASAP to ensure shipping will begin on 9/15 to arrive by 10/1.  Any agency with a Humana Agency SAN can place a pre-order. Please communicate this to your downline agencies!

Please note that for 2021, there is a new application specifically for DSNP plans.  To submit a DSNP enrollment, a DSNP application must be used!  There will also be a unique fax number for DSNP applications.  This is another great reason to encourage electronic enrollment tools!

 

If agents need assistance with ordering, they can contact Agent Support at 1.800.309.3163, Option 1.

 

Humana 2021 Pre-AEP Refresher: Learn How to CarePlus a lot more!

As we’re getting closer to the 2021 Annual Enrollment Period (AEP), please review the following documentation as a refresher about the following:

  • Agent Training
  • Ordering Materials
  • Enrollment Options
  • FMO Reports

2021 Pre-AEP Learn How to CarePlus a lot more!

2020 PrescribeIT Flyer

PrescrbeIt Booklet (Spanish)

PrescribeIT Booklet

Broker Event Request Form 2020

 

 

Humana: New Enhancements to Enrollment Hub

Electronic eSignature is Available for Scope of Appointments (SOA’s) for English & Spanish

Enrollment Hub will now support:

  • Both an English and Spanish flow for completing your SOA’s and allowing you to email the consumer the web link so they can sign the SOA without being face-to-face.

Click to read about how to access eSig SOA Training and more!

Humana 2021 Certification Information, Webinars and Training Guides

  • Both Certification and Recertification for plan year 2021 will launch at noon Eastern time on June 30, 2020.  This does not include Spanish translation.  Spanish versions will be available on a delayed basis.
  • Agents will have 6 attempts to successfully pass testing for AHIP.
  • There will no longer be Humana-specific final test at the conclusion of Humana’s agent guidance for Certification or Recertification content.
  • And going forward, Agents will be certified to sell ALL Medicare Advantage products after successfully completing Certification or Recertification for PY 21. There will not be separate PDP and MAPD trainings.

 

Check out Humana’s upcoming webinars on CSM’s event calendar 

 

Remember you can find the latest webinars and resources on Humana MarketPoint University via Humana Vantage.

Humana’s SEP Notice for Individuals affected by COVID-19

2020 Compliance Communication: SEP Notice for Individuals Affected by Covid-19

CMS has officially announced an SEP is available for individuals affected by Covid-19. This SEP is available nationwide to residents of all states, tribes, territories, and the District of Columbia. The SEP can be used until June 30, 2020 under the following circumstances.

Who qualifies for this special enrollment period?

A SEP exists for individuals affected by a major disaster who were unable to, and did not make an election during another valid election period. This includes both enrollment and disenrollment elections. Individuals will be considered “affected” and eligible for this SEP if they:

  • Reside, or resided at the start of the incident period, in an area for which FEMA has declared an emergency or a major disaster and has designated affected counties as eligible to apply for individual or public level assistance; and
  • Had another valid election period at the time of the incident period; and
  • Did not make an election during that other valid election period.

In addition, the SEP is available to those individuals who don’t live in the affected areas but rely on help making healthcare decisions from friends or family members who live in the affected areas.

Nationwide Covid-19 SEP – SEP Start Date March 1, 2020

SEP End Date – June 30, 2020

What Does This Mean to Agents

If an individual wants to enroll and believes they may qualify for this SEP, agents should:

  • Confirm that they had another election period available during the time of the incident period.
  • Once eligibility has been verified, use election code SEP DST on the application.

Enrollments made pursuant to this SEP are effective the first of the month following the receipt of the enrollment request. For enrollment requests where more than one enrollment effective date is possible, agents will need to determine the applicant’s desired effective date.

The Disaster SEP should never be used as a marketing tool to promote MA or PDP sales. Agents should not be actively marketing this SEP, but rather, should be aware that it is available in case they are approached by someone who believes they have missed an election period due to the incident.

Humana – 2020 Compliance Communication: SEP Notice for Individual Affected by COVID-19

2020 Compliance Communication

SEP Notice for Individuals Affected by Covid-19

CMS has officially announced an SEP is available for individuals affected by Covid-19.  This SEP is available nationwide to residents of all states, tribes, territories, and the District of Columbia. The SEP can be used until June 30, 2020 under the following circumstances.

Who qualifies for this special enrollment period?

A SEP exists for individuals affected by a major disaster who were unable to, and did not make an election during another valid election period.  This includes both enrollment and disenrollment elections.  Individuals will be considered “affected” and eligible for this SEP if they:

  • Reside, or resided at the start of the incident period, in an area for which FEMA has declared an emergency or a major disaster and has designated affected counties as eligible to apply for individual or public level assistance; and
  • Had another valid election period at the time of the incident period; and
  • Did not make an election during that other valid election period.

In addition, the SEP is available to those individuals who don’t live in the affected areas but rely on help making healthcare decisions from friends or family members who live in the affected areas.   

 

Nationwide Covid-19 SEP – SEP Start Date March 1, 2020

SEP End Date – June 30, 2020     

What Does This Mean to Agents

If an individual wants to enroll and believes they may qualify for this SEP, agents should:

  • Confirm that they had another election period available during the time of the incident period.
  • Once eligibility has been verified, use election code SEP DST on the application.

Enrollments made pursuant to this SEP are effective the first of the month following the receipt of the enrollment request. For enrollment requests where more than one enrollment effective date is possible, agents will need to determine the applicant’s desired effective date.

The Disaster SEP should never be used as a marketing tool to promote MA or PDP sales.  Agents should not be actively marketing this SEP, but rather, should be aware that it is available in case they are approached by someone who believes they have missed an election period due to the incident.

 

Humana Delays Background Checks

Humana announcement as of 4/29/2020 :

You may be experiencing some delays with contracting agents. You may see “Background Check Pending” or “Application Under Review.” Many courts are still closed due COVID-19 which is causing major delays in the background industry. Depending on the county and vendor who is processing the background check, we are seeing some extremely long waits.

Humana is pending Legal and Risk guidance about whether we they will be able to make exceptions to move forward without full background checks when contracting agents. As of now, Humana is required to follow normal protocol.

If you have any questions or concerns please contact your CSM representative.

Update – Humana’s Agent Technology Tools

Update on Humana’s Agent Technology Tools

In these unique times, we have provided guidance to our agents to avoid face-to-face meetings and appointments with our consumers. Last week, we sent a communication outlining our request to reduce paper applications. Today we want to reiterate that Humana has an approved telephonic sales presentation process and electronic tools that will enable you to continue to sell and service consumers, which will further reduce our reliance on paper.

  • For career and field-based external partners, you should be leveraging Enrollment Hub now more than ever! This tool offers streamlined enrollment applications that allow electronic signatures, so the need to meet face-to-face can be alleviated, and links to Med Supp and IDV are also available within this tool.
  • Agents can also leverage Direct Marketing Materials (DMM) for Medicare and Agent Online Application (AOA) for Medicare and IDV applications when working virtually.
  • We also want to take this opportunity to remind you of the important steps you must follow to conduct a compliant telephonic sales presentation. Click here to learn more.
  • For English speaking consumers that do not have email addresses or want to enroll in a CarePlus plan, agents may now leverage IVR signature within FastApp.
    • On Step 8 of the application, career agents should select Affinity ID “Field Agent IVR” and that will offer the correct signature types. External Agents should select the Affinity Code based on the partner you are aligned with. If your agency is not listed, please select “Field Agent IVR”
    • Agents should elect to be notified about abandoned or successful IVRs via the checkbox under Agent Email Address. You can also look for these applications in VANTAGE Business Center 24-72 hours after submission.
    • Job Aid with More Details: FastAPP IVR Process for Career and Partner Agents
  • Beginning at 9am EST on 3/24/20, for Spanish speaking consumers, please leverage the assisted telephonic signature (T-sig) process via Direct Marketing Services (DMS). The field agent will complete the electronic application, save it, and then call DMS to do the telephonic signature.  Below are the steps that will take place:
    • Field agent makes sales presentation over the phone.
    • If consumer consents to enroll, field agent fills out the application in FastApp through the link in Vantage, and then saves it.
    • Field agent will call & conference with DMS via 1-800-833-6573 with the enrollee on the line. THIS NUMBER IS ONLY TO BE USED FOR SPANISH ENROLLEES.
    • Once all three parties are on the line (field agent, DMS agent and the enrollee), DMS will complete the signature using T-sig, and drop from the call. The field agent will then complete the call.
    • Compliance Reminder!  Agents may not coach the enrollee through the T-sig process by telling them to “just say yes to everything”, for example.

Humana Requesting Submission of Online Enrollments

Humana has a strong commitment to the health and well-being of our members, associates, and agents. At this time of rapidly changing information and concern about the coronavirus disease 2019 (COVID-19), Humana is putting measures in place to help provide a safe workplace and maintain our ability to care for members.

Enrollment Application Submission Options

We have made great strides over the last year in reducing the amount of paper applications submitted and promoting the use of electronic enrollment channels driving faster enrollment, better visibility to agents, and a more seamless onboarding experience for members. In an effort to minimize utilization of the postal system and our vendor partners, we are strongly encouraging the use of electronic channels for application submission.  Additionally, the electronic channels have historically lower error rates and will be processed faster and more efficiently than paper applications, reducing the overall stress on the enrollment process and provide faster access to care.

Effective immediately, we are requesting that agents submit enrollment applications using our Enrollment Hub or FastApp electronic tools, with the prospect/member’s permission.  

If a paper application is necessary, we are requesting those be submitted using:

  • Vantage Upload Paper Application form (Click here for instructions)
  • Humana Enrollment Document Transmitter App (see instructional video here)
  • Fax- 1-877-889-9936

During this time, agents should NOT mail paper applications, as postal service delays or vendor limitations that prevent our ability to receive and process these applications are possible.

Your cooperation is appreciated as we strive to provide the best member experience and avoid disruption in care. We will continue to keep you updated about when we expect to resume our standard operating procedures.