Best Practices from Devoted Health on Member Retention

Sourced from Devoted Broker Email Communication from 1/7/2022: 

 

Happy 2022!  We hope that you had a relaxing holiday season.  Our team is prepared to support you in another successful selling season and provide tools that will help reduce risk of member disenrollments after your hard-earned AEP efforts.  

As you know, disenrollments are highly unfavorable in many ways. It may not only lead to commission chargebacks and poor compliance performance, but also poor overall member experience.  As such, here are some best practices to help with member retention we’d like to share.

What you can do

  1. Call members to check in:
    • Check in on members who recently enrolled during AEP to ensure smooth onboarding, pre-authorizations were taken care of and PCP appointments were made — you could even transfer them to one of our Guides at 1-800-DEVOTED to make sure we take good care of them
    • Check to make sure they’ve received their Welcome Kits in the mail and their info (phone number, email, address) are correct
    • Make sure they know how to find and use our online tools: Benefits Info, Provider Directory, Drug / Formulary Search
  2. Member education events
    • Encourage members to keep an eye on their email (and our website) for more information about our New Member Orientation (NMO) events, which we call “Music & More” series.  We’re planning virtual events this year to continue keeping everyone safe
  3. Help members utilize their benefits: Members that use their benefits tend to be happier and stay with their plan year over year

Members who are at higher risk of disenrollment:

  • PCP Experience: Members who do not see their PCP or have a negative experience with a new PCP
  • Plan Engagement: Members who do not engage with Devoted Health
  • Benefits: Members with mismatched expectations or were not enrolled in a plan that best fits their needs
  • Higher-need members: Beneficiaries who qualify for Extra Help

What are we doing to help retain members?

  • Targeted member calls based on their needs
  • Virtual member education events: how to utilize benefits + music series
  • Member communications (SMS, email, mail)
  • All members receive a digital ID card via SMS within a few days of confirmed enrollment so they do not have to wait for the Welcome Kit or Confirmation Letter

Encourage members to call our Member Guides at 1-800-Devoted. Our Guide team is able to answer most of our members’ questions, but there are times when our vendors need to be involved to more appropriately help our members. Here’s a list of vendors that our members will speak with instead of our Guides when they have benefit questions – in these scenarios we delegate call services to these vendors:

  • Pharmacy (CVS Caremark): Handles our prescription questions and mail order requests (Members can access through our IVR when they call into 1-800-Devoted and the CVS phone number is also included on the member ID card)
  • Healthy Foods Card (Solutran): This vendor is responsible for helping with member questions related to their healthy foods card benefit. (Members can access through our IVR when they call into 1-800-Devoted and the Solutran phone number is also included directly on the healthy foods card)
  • Transportation (Alivi – FL, OH, TX or Kaizen – AZ, IL): Will help our members set up their non-emergent transportation rides. (Members can access through our IVR when they call into 1-800-Devoted)
  • Behavioral Health (Magellan): If members have questions related to behavioral health benefits and providers, they will work directly with Magellan.  (The phone number for Magellan is listed on the member’s ID card and on our website – 1-800-776-8684)

Devoted Health HRA Update – 12/20/21

Sourced from Devoted Health Broker Communication on 12/20/21:

 

If you have any questions regarding Devoted HRA’s please contact your Cornerstone Senior Marketing rep.

 

 

Earn Marketing Credits with Devoted Health Enrollments this AEP

We’re paying it forward!

Earn 2022 marketing credits with your AEP Devoted enrollments.

Devoted has one of the fastest growing Medicare Advantage plans in the U.S right now. You work hard to provide the best plans for your clients and with Devoted Health, you can do just that and EARN 2022 MARKETING CREDITS too!

Here’s how:

Earned CSM Marketing CredIt can be used toward any marketing medium — Mailers, Flyers, Print Ads, etc.

The fine print:

  • An active enrollment is written during AEP (Oct. 15 – Dec. 7, 2021) with a January 1, 2022 effective date.
  • Enrollment must be in effect on Apr. 1, 2022, to qualify for marketing credit.
  • Enrollment changes during OEP and/or rapid dis-enrollments do not qualify.
  • Cornerstone Senior Marketing will notify qualifying agents of earned marketing credits after April 1, 2022.

Why Devoted?

Fortify your 2022 marketing budget with Devoted enrollments today!

  • Devoted offers advanced, easy-to-use tech and data platform for clients and agents.
  • Devoted Medical Group: designed to pick up where PCP’s leave off to work in conjunction and provide excellent care in member’s home.

Ready-to-use, customizable marketing resources at your fingertips on your agent portal.

 

Added advantage

Quote and enroll Devoted Health plans using MedicareCENTER

Devoted Health Ohio Expansion

Plans are available for your clients in these Ohio counties:

Cuyahoga, Lake, Geauga, Medina, Lorain, Stark, Summit, Portage, Erie, Huron, Sandusky, Ottawa, Seneca, Columbiana, Trumbull, Mahoning, Fulton, Hancock, Lucas, & Wood

Devoted Health- Pre AEP Information

Devoted broker newsletter from 10/1/21: 

We are proud to be the fastest growing new Medicare Advantage plan in the last decade and excited to have the best AEP ahead.  We could not have accomplished our goals without you so we want to sincerely thank you for your partnership.

 

For 2022, we have new markets, new plans and exciting incentives we’d like to share with you:

  • Our 2022 plans: on our website you will find our new PY2022 plans, summary of benefits, EOCs,  and everything you need to know to help you sell with us this AEP

Market Primers: we have designed a handy, single-page reference guide for each market. They offer an overview of the ideal client and key selling points, you can check them out on our Marketing Portal under Resources > Market Primers (log in using your NPN and DOB or reply to this email if you have issues).  For your convenience, we have also mailed you printed versions to arrive over the next few weeks.

 

Introducing our $50 Health Risk Assessment (HRA) incentive on all plans in all markets

 

Did you hear?  We are offering an additional $50 reward when you help enrollees complete and submit an HRA form, this includes applications on all plans in all markets.  Our PY2022 plans include lots of great tools and services to help care for our members. To help us figure out which ones might work for new members, we’re asking you to complete a HRA form with all of your enrollees.  And if you do so within 5 calendar days of submitting an enrollment application, you’ll get $50.¹ 

HRA is only used to help match members with Devoted Health services like managing medications, controlling chronic conditions like diabetes, or getting settled at home after a hospital stay. The HRA answers don’t impact an enrollee’s premium or application processing. Devoted Health will share responses with doctors to help them offer more personalized care.  And here’s the great part, members enrolling in one of our SNP plans will receive $25 in Devoted Dollars Visa® prepaid card for completing the HRA and staying enrolled in our plan in January. 

If an application is submitted by paper or third-party enrollment vendor, HRA will be available when Devoted Health processes the application. For agent portal submissions, HRA will be available immediately.

To complete HRA form:

  1. Log into Agent Portal
  2. Click “Start Enrollment” and complete the application.  
  3. Once the application is signed and submitted,  you will be prompted to “Complete the Health Risk Assessment (HRA)” form. 

 We recommend completing the HRA form at the same time as enrollment to ensure completion. It takes less than 10 minutes to complete. 

 

Reminders before October 15th 

  • If you’re RTS with Devoted Health for PY2022, go ahead and order all of our PY22 Marketing Materials on our marketing portal, we have exciting new items that will help you sell this AEP

 

Devoted Health’s AEP 2022 Incentive

Devoted Broker Announcement from 9/20/21: 

 

NEW! You can earn $50 reward with every application with us this AEP

 

With AEP fast approaching in less than 2 weeks,  here are a few exciting updates and quick tips from Devoted Health on selling with us this AEP:

  • For AEP 2022, earn a $50 reward when you help enrollees complete and submit an HRA form, this includes applications on all plans in all markets!
  • If you’re RTS with Devoted Health for PY2022, go ahead and order all of our PY22 Marketing Materials on our marketing portal, we have exciting new items that will help you sell this AEP
  • Not RTS with us yet?  Get certified with us ASAP on our Agent Portal, it’s easy! (new agents should reach out to upline agency or reply to this email if you have issues)
  • Our Agent Support team has added weekend hours during AEP to help support you.  We’ll be available 9AM – 6PM ET between October 1st – December 15th (in addition to our regular business hours are Monday – Friday 9AM – 8PM ET)

Introducing our $50 Health Risk Assessment (HRA) incentive on all plans in all markets

 

Our PY2022 plans include lots of great tools and services to help care for our members. To help us figure out which ones might work for new members, we’re asking you to complete a HRA form with all of your enrollees. And if you do so within 5 calendar days of submitting an enrollment application, you’ll get $50.¹ 

 

To complete HRA form:

  1. Log into Agent Portal.
  2. Click “Start Enrollment” and complete the application.
  3. Once the application is signed and submitted,  you will be prompted to “Complete the Health Risk Assessment (HRA)” form.

We recommend completing the HRA form at the same time as enrollment to ensure completion. It takes less than 10 minutes to complete.

 

HRA is only used to help match members with Devoted Health services like managing medications, controlling chronic conditions like diabetes, or getting settled at home after a hospital stay. The HRA answers don’t impact an enrollee’s premium or application processing. Devoted Health will share responses with doctors to help them offer more personalized care.  And here’s the great part, members enrolling in one of our SNP plans will receive $25 in Devoted Dollars Visa® prepaid card2 for completing the HRA and staying enrolled in our plan in January.

 

If an application is submitted by paper or third-party enrollment vendor, HRA will be available when Devoted Health processes the application. For agent portal submissions, HRA will be available immediately.

Log onto our Marketing Portal here to order our PY22 marketing materials, we have new and exciting items such as Medicare comparison worksheets, mail direct options, enrollment kits, plan flyers, etc. to help you sell with Devoted Health!   If you are a broker and you have completed all necessary accreditation with Devoted Health, you will be able to log into our Marketing portal using your NPN and your date of birth. You do not need to pre-register. If you are an existing agency partner, please have your identified admin login.

Coming Soon- Devoted Health’s Agency Access to Agent Portal

From Devoted Health communication on 4/7/2021:

We are excited to share that we will be launching agency access to Devoted Health’s Agent Portal in the coming weeks. Agent Portal is a proprietary one-stop-shop platform that our team has built dedicated to making selling with Devoted Health plans easier for our partners like yourself. On this portal, you will be able to find:
• Summary of all of your active downline agents, including NPN, RTS status by state and application activity in the Agents page
• Visibility into each downline agent’s book of business from the Clients page (this information refreshes daily at the end of the day)
• Monthly commissions statements for payments made directly to your agency in the Commissions tab
Applications: Agency accounts are limited to read-only access in the Agent Portal, this means you will not have access to create or edit applications

Agency commissions statements: the commissions statements in Agent Portal and Evolve will be the same – it’s just one less portal that you have to log into. Historical statements are not available yet, however, you can still access those in Evolve.

Look out for an email from us with log-in instructions in the coming weeks. This email will be sent to your agency plan admin. user. If there is a change, please email agent-support@devoted.com  with updated information.

Read our Quick Start Guide to help you get started! 

Important Reminders

Don’t forget to email agent-support@devoted.com to inform us of any agent terminations within 5-10 business days so we can offboard agents who are no longer in your downline

  • Be sure to monitor your agency’s 2021 RTS Certification Report to ensure agents have completed their 2021 certification and are appointed properly before they sell Devoted Health
  • Remind your agents to complete their CE requirements and stay on top of their health insurance license renewals to avoid non-compliant sales

 

If you have any questions on the upcoming additions with Devoted’s agent portal, please contact your CSM rep. 

New $50 Monthly Grocery Benefit with Devoted Health’s DSNP Plans

Devoted communication from 3.24.21:

At Devoted Health, we are working hard to continuously improve our benefits in order to help our members live better lives. The COVID-19 pandemic has disproportionately impacted seniors. In fact, 44% of our current DSNP members have expressed concerns about food insecurity. In response to this, we have added a new monthly $50 Healthy Foods card benefit for all Devoted Health’s DSNP members for the rest of the 2021 plan year to help members buy groceries as part of CMS’s flexibilities due to the pandemic. Here are some details of this new benefit:

  • All current DSNP members will be receiving their Healthy Foods card in the mail early April, new members will receive soon after their effective date
  • $50 will automatically be loaded onto the card at the beginning of each month and can be used as a credit card at a grocery store such as Publix, Sedano’s and ALDI
  • Be sure to use the credit each month – we suggest members to stock up at the start of each month and spend all $50 in a single transaction.  Members cannot roll over unused money to the next month
  • More information will be available on our website

Members can redeem all foods and produce items with the $50 Healthy Foods card, however, we encourage members to use the card for items like:

  • Fruits and vegetables
  • Meat and fish
  • Eggs, cheese, milk, and other dairy products
  • Whole grains, like whole wheat bread and brown rice
  • Nuts, seeds and spreads
  • Olive oil and other plant-based oils
  • Supplemental drinks like Boost® and Ensure®

 

Friendly reminder that since this grocery benefit is added middle of the plan year, CMS prohibits explicitly marketing and/or advertising this benefit to prospects for the duration of 2021 plan year.

 

If you have any follow up questions or concerns, please reach out to your Cornerstone Senior Marketing representative

Devoted Enrollment Bonus – through March 31st

Attention Northern Ohio Agents!

Now is the time!  Earn an additional $100 per enrollment to use for future print marketing!  

Take advantage of this incredible pop-up promotion today!  You can earn $100 for each enrollment with an April 1, 2021 effective date submitted between now and March 31, 2021.  A minimum of two enrollments required to qualify.

Why Devoted Health?

  • $0 Premium Plan Options – Part B Giveback
  • Solid HMO Network
  • Broker Loyalty Program
  • and more!

New – Devoted Health Star Sellers Program

Attention Northern Ohio Agents!

Introducing our new Devoted Health Star Sellers Program (SSP).This program is designed to celebrate your wins – big and small and helps us reward you for all your hard work.

• There are four tiers in the program: Bronze, Silver, Gold and Platinum. The tier in which you qualify for is based on the total number of CMS approved application accrued each plan year
• As you submit more applications, you will qualify for higher tier levels which means more training, programs and Broker Bucks towards sales and marketing materials to help you sell
• Total app count is based on effective dates from 1/1 through 12/1 of each year. Program resets every plan year. This means eligible applications written for 1/1/21 are counted for this year’s program!
• This Star Sellers Program replaces prior broker loyalty programs offered by Devoted Health and is subjected to change at any time with or without notice.

 

READ FULL PROGRAM DETAILS

 

Request contracting today and add Devoted Health to your carrier portfolio!

Call me: Colleen Baird | 567-205-2551 – NORTHWEST OH
Email: colleen.baird@cornerstoneseniormarketing.com

Call me: Jaime Lebrón | 216-503-4509 – NORTHEAST OH
Email: jaime.lebrón@cornerstoneseniormarketing.com

 

Devoted’s Virtual Coffee Chats & Music for Your Clients

February begins the “Virtual Coffee Chat” for new Devoted members who are your clients.  Devoted asks that you reach out and invite them to attend by using the link below.  These orientation meetings will provide helpful information and serve to answer frequently asked questions.

 

Virtual Coffee Chat Registration Link

https://devotedhealth.zoom.us/meeting/register/tZcrcuisqT0qHNyH2DU1LoAcT2HMT0lY4XDq

 

Devoted Health is also sponsoring the “Music and More” Series.  Your clients are welcome to attend these fun filled musical events and bring a friend where they will hear great music and learn to get the most from their health plan.  Your clients will learn how to save money with their Over-the-Counter credit, how to get the free Medical Alert Device and so much more!!

 

Virtual Music and More Events Link

https://www.devoted.com/member-events