We know it has become more challenging to work your leads during this time. We are here and ready to help! Your clients’ and our members’ safety—as well as yours—is our highest priority.
Also, please remember that while insurance is considered a life-sustaining business, in-person sales and brokerage are not life-sustaining and are prohibited under Governor Tom Wolf’s March 19 order until further notice. Any insurance licensees found to be in violation of this order will receive a letter of violation from the Pennsylvania Insurance Department (PID), and the violation will be forwarded to the Pennsylvania State Police for further prosecution.
Here’s a list of best practices to help you continue to conduct business safely. Contact your broker manager team at any time if you have questions or need support.
- Practice basic prevention.
- Avoid close contact with people who are sick.
- If you’re sick, stay home.
- Wash your hands often for at least 20 seconds.
- Practice social distancing, maintaining a distance of six feet away from other people.
- Conduct business over the phone. You can continue to answer questions, find participating providers, look up prescription drugs, compare plans and benefits, and explain out-of-pocket costs to your clients over the phone. Never complete an enrollment over the phone.
- Use Cavulus. Through our online CRM you can document phone conversations with your clients, as well as order enrollment kits. In your documentation, be sure to list in detail all of the plans and benefits that were discussed, along with any providers or prescriptions that you reviewed with your client.
- If you do not have access to Cavulus and close a sale with a prospect, call the Broker Resource Center (1-855-289-3197) so they can handle documenting the lead in Cavulus. This helps ensure key information is documented for assignment and enrollment purposes when the lead calls to enroll. If you are interested in having access to Cavulus, please contact your broker manager.
- Encourage alternate enrollment options. There are several ways your clients can enroll in UPMC for Life.
- Enrollment kits include two paper applications and postage-paid envelopes that can be completed and mailed to us. Enrollment kit requests are being mailed same day, with no delay.
- Online enrollment can be completed at https://www.upmchealthplan.com/medicare/shop/. This must be completed and submitted by the beneficiary.
- Telephonic enrollment can be done as soon as the plan review is completed, and your client is ready to enroll. You are not permitted to complete a telephonic enrollment. All telephonic enrollments must take place on an in-bound recorded call. If using this option, advise your client to hang up with you and call 1-866-400-5067 so they can complete the telephonic enrollment with a UPMC for Life representative. Before you end the call, you need to add the note below to your lead in Cavulus so your client can be enrolled in the correct plan. Be sure to let your client know to tell the representative they have been working with you:
- For Medicare Enrollments: Final TE Note: ON BEHALF OF <agent name>. <Beneficiary Name> requesting enrollment in <Plan Name and premium>, effective <mm/dd/yyyy>, Enrollment Period - <List Enrollment Period>, Medicare Claim Number - <List MBI number>, PCP - <list practice name and number>, Bill - <list option>. Current Company - <Company name> Current Plan - <plan name> Beneficiary will be <completing enrollment online or calling to enroll.>
- For SNP Enrollments: Final TE Note: ON BEHALF OF <agent name>. <Beneficiary Name> requesting enrollment in DUAL/SNP, effective <mm/dd/yyyy>, Enrollment Period - <List Enrollment Period>, Medicaid # <list number> Medicare Claim Number - <List MBI number>, PCP - <list practice name and number>, Bill - <list option>. Current Company - <Company name> Current Plan - <plan name> Beneficiary will be <completing enrollment online or calling to enroll.>
- Please make sure your client knows to contact you directly with any additional questions.
Contact your broker manager with any questions.
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