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.

How is Humana Responding to the Coronavirus?

COVID-19 Update for External Sales Partners  

As part of our preparation for the impact of coronavirus, we are sharing an overview of our plans and guidance as it relates to our third party relationships, which are a critical piece of our operations and help us provide care to our members every day. If you have any questions, please reach out to your relationship manager at Humana.

Humana Preparedness

As the COVID-19 coronavirus continues to circulate around the world, Humana is being mindful of all we can do to stay safe and healthy and minimize potential disruption to our ability to care for members. Humana is focused on safety and mobility of our associates and the continuity of our operations, especially in areas related to accessing pharmaceutical products and medical supplies. We have enterprise cross-functional teams working together to identify and manage risks, including outreach to our third parties to ensure their plans for this situation complement ours. We’re also coordinating with public health authorities and are ready, with contingency plans in place, should the virus continue to spread.
Humana has trained a specialized group of call center employees to help support members with specific coronavirus questions and concerns, including live assistance with telemedicine. Members can call Humana’s toll-free customer support line, which can be found on the back of their member I.D. card, to be connected to this dedicated team of professionals.

Agent Support Unit

  • Agent Support Unit will begin transitioning all associates to Work at Home over the next several days. There may be service level impacts during this transition.
  • Send any non-urgent requests or questions to agentsupport@humana.com
  • If any urgent needs, please call us at 800-309-3163

 

Telephonic Sales Presentation 
In an effort to protect the most vulnerable population we strongly suggest not meeting face-to-face.  Sales agents may conduct a telephonic sales presentation, with the beneficiary’s permission.

 

Use Humana’s Vantage Agent Portal for Faster Service 

  • Leverage the IVR system to complete a Scope of Appointment (866-945-4471)
  • Electronic Enrollments
    • Enrollment Hub with E-Signature
    • Fast App with E-Signature
  • Digital Marketing Materials
    • Digital Marketing Materials can be used to present plan options after conducting a sales presentation.
    • A beneficiary may complete their own application through Digital Marketing Materials
  • Agent Support
    • Service Inquiries
    • Commission Statements, License and Cert Status
    • My Humana Business Center in Vantage (Enrollment status checks)
  • Humana.com
    • Plan information, drug look up, Find a Doctor

 

Humana 10 Step Appointment Guide

Telephonic Presentation Job Aid

Policy on Telephonic Sales Presentations by Field Sales Agents

 

 

Our Priority
Our highest priorities are to protect associates and preserve our ability to best serve you and promote the health of our members.

Attend Humana’s DSNP Trainings – Schedule Below

DSNP Trainings

Please join Huaman for a deep dive into the dual eligible Medicare/Medicaid Market to learn more about product offerings that can help improve your clients quality of life and grow your Medicare business year round.  For 2020 Humana has Dual-Eligible plans statewide in Ohio with many exciting benefits including a $25 monthly food card in many areas! Each meeting will run roughly an hour.

 

  • Wednesday, 2/19 – Toledo – 10am – Hilton Garden Inn, 6165 Levis Commons Blvd. Perrysburg, OH –Register
  • Tuesday, 2/25 – Cleveland – 10am – Holiday Inn, 6001 Rockside Rd. Independence, OH –Register
  • Wednesday, 2/26 – Columbus – 10am – Humana Office, 485 Metro Place S. 5th Floor, Dublin, OH –Register
  • Thursday, 2/27 – Canton – 10am – Hyatt Place Canton, 5421 Whipple Ave. NW, Canton, OH –Register
  • Tuesday, 3/3 – Cincinnati – 10am- New Humana Office, 3252 Geier Dr. Cincinnati, OH –Register
  • Wednesday, 3/4 – Dayton – 10am – Staybridge Suites, 10110 Landing Way, Miamisburg, OH –Register
  • Thursday, 3/5 – Youngstown – 10am – Fairfield by Marriott, 801 N Canfield Rd. Austintown, OH –Register

 

For more information or questions please reach out to your Cornerstone Senior Marketing rep.

 

Humana’s High Deductible Plan G Now Available

Humana’s High Deductible Plan G are now available to sell in Ohio, Kentucky, and Indiana effective immediately. Click here to read more from Humana.

If you have any questions, reach out to your Cornerstone Senior Marketing representative.

Humana’s Achieve Med Supp is now in Ohio!

ACHIEVE IS READY TO SELL IN OHIO!

Humana’s Achieve Medicare Supplement plan is now accepting new business in OHIO with an effective date of January 1, 2020 or later! 

Sales activities for Plans A, F, G and N can begin with 1/1/2020 as the first available effective date of coverage. Plan High Deductible G & N sales activities will begin with signature dates starting with 1/1/2020, as the first available effective date of coverage.

CLICK HERE TO VIEW OUTLINE OF COVERAGE

CLICK HERE TO VIEW FAQ DOCUMENT

 

ACHIEVE BONUS PROGRAM!

Producers can earn uncapped bonuses with a minimum of 3 underwritten cases in a month with Achieve plans! 

View more info here on bonus program

 

Not appointed with Humana? Contact your Cornerstone Senior Marketing Sales Representative today to get started!

Integrity’s NEWEST Proprietary Plans: Humana’s New Med Supp ACHIEVE is Now Available in KY!

Humana Achieve Medicare Supplement Plans: Kentucky is ready to sell!

Humana Achieve is now accepting new business in Kentucky with an effective date of November 1 or later. We know how important having everything you need to sell at your finger tips. Below is information on how to access available resources.

View KY Outline of Coverage 

Humana’s ACHIEVE Medicare Supplement is a plan that offers many of the same benefits as Humana’s premier line of products at a great value.

If you are currently contracted with Humana, you already have access to Achieve. There is no additional work on your end so you can focus on serving your clients!

View Humana’s Achieve FAQ’s

PLUS… Producers can earn uncapped bonuses with a minimum of 3 undwritten cases in a month with Achieve plans! 

VIEW BONUS INFO HERE

How to get a Quote:

  1. Visit CSG Actuarial 
  2. Sign in
  3. Medicare Supplement Run Quote
  4. Input an effective date of 10/1/19 or later.
  1. Log onto Vantage
  2. Under Quote & Enroll, click Enter Fastapp
  3. Enter Zip code
  4. Answer questions on page
  5. View rates

How to order Achieve Med Supp sales kits:

  1. Log onto Vantage from Humana.com – or HumanaAchieve.com
  2. Under the Sales & Marketing header, click on Medicare Sales Materials
  3. Click on Medicare Supplement Only Request
  4. Check that all information is correct and click Next; choose the state and insert the quantity of kits needed
  5. Click Next and Submit

How to view FastApp training video:

  1. Log onto Vantage
  2. Under the Education header, click Humana MarketPoint University
  3. Enter Med Supp in the search bar
  4. Click on Launch FastApp – How to complete a Medicare Supplement Plan Enrollment Video

 

View Humana’s Medicare Supplement Contact Card

Humana’s PDP Vendor Service Level Issues

Humana is committed to supporting agents in helping members find the best plan for them. Humana previously communicated a toll free number for your PDP members to call if they wanted to change to another PDP. At this time Humana is experiencing long hold times that may not result in the best experience for members.

  • Due to these longer than expected hold times, we encourage agents to complete the plan change themselves using Enroll Hub, AOA, DMM, humana.com (agent will be protected) or the abbreviated paper enrollment form.
  • Humana will advise when service levels return to an acceptable level
  • Remember! Some PDP members experiencing increased premiums may find that a Humana Medicare Advantage plan provides them with benefits and convenience of a prescription drug plan and helps with healthcare costs not covered by Original Medicare and includes lots of other great benefits.

View The Agent of Record Protecion Pledge

Compliance Communication From Humana

Humana has been notified of two issues with Medicare Plan Finder on Medicare.gov.  These are not limited to Humana plans and appears to impact other carriers as well.  Humana has notified CMS of the issue and are awaiting their response.  The issues are related to mail order pharmacies not displaying correctly on the Medicare Plan Finder’s newly redesigned website:

  1. Medicare.gov is not providing preferred mail order pricing or giving an option to view the preferred mail order pricing when beneficiaries click “Review Plan Details”.
  2. When a beneficiary selects that they use both retail and mail order pharmacies, mail order pharmacies do not appear in the results.

In the meantime, Humana is asking agents and prospective members to use Humana’s Rx Calculator tool for mail order pricing information found at the following URL’s:

Agent: https://drug-pricing.apps.cf.humana.com/

Prospective member: www.humana.com/medicaredrugcosts

Humana Benefits At A Glance Error

Important AEP Notice!

Humana identified an issue associated with the Benefits-At-A-Glance (BAAG) document included within the enrollment packet.  This error does not impact Care Plus BAAGs.

Specifically, in an effort to eliminate possible member confusion, additional information was added to the benefits grid to provide clarity surrounding member cost-share.  However, due to an error in the coding logic used to populate plan specific information, member cost-share was erroneously listed as $0 in the column labeled “With Medicare and State Cost-Share Protection.”  In response, this information has been corrected and new BAAGs are being printed. See below for details:

Old Version

New Corrected Version

What Does this Mean for External Agents?

You will be receiving new Benefit at a Glance documents associated with the 228 plans linked below.  Please tear out the old version found in the sales kit, and if desired, print the new version to replace it.  We ask that you discontinue use of the old BAAG document immediately.  Note that the Benefits at a Glance document is not required as part of the sales kit or the sales presentation; you can continue to use the Summary of Benefits.  When you re-order sales kits, the new version will be included.

IMPORTANT:  When using one of the previously printed all-in-one books from a Contract/PBP/Segment listed in the link below, the existing BAAG (with the error) should be torn out of the book and the separate new BAAG, if desired, should be used during prospect appointments.

 

Click Here to Access the New BAAG’s