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October 21, 2015 |
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Volume 39 |
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IMPORTANT REMINDER About Paper Enrollment Applications
Please remember that paper enrollment applications are NOT included in the enrollment starter kits. Paper enrollment applications must be ordered separately. Please use the link below to place your order today.
https://printandfulfillment.adp.com/HumanaDelegatedAgents/Forms/Reorder.aspx
Translation and Interpreter Service Now Available
CMS requires agents/brokers and health plans to provide translation/interpreter services when needed to ensure “equality of opportunity for meaningful access” to healthcare services and activities. This includes ensuring that non-English/ limited English and disabled members are provided effective communication methods during the enrollment process (i.e. access to over-the-phone interpretation, video interpretation and in-person interpretation (including American Sign Language).
What this means to you
When scheduling an appointment with a prospect to review their healthcare needs, please confirm whether they need assistance with multilingual communication or sign language interpretation. If so, you may provide this service through Voiance, a diversified language services company.
How to access Voiance (available in over 200 languages)
Voiance has setup a no contract, pay-as-you-go model for agents and brokers to offer interpretation services in 200 languages and video interpretation in 24 languages (including American Sign Language) to meet contractual and federal requirements. The cost to the agent for either over-the-phone or video is $0.95 per minute. To setup access to this pay-as-you-go service, please click on this link. https://www.voiance.com/services/AccountSignUp/ServiceAgreement.aspx?g=d0db2690-d029-4197-8eee-27e292848969
In-person sign language interpretation
If an in-person sign language interpreter is needed for appointments with Humana existing or potential members, Deaf-Interpreters (www.deaf-interpreter.com) has setup an in-person sign language service available across the United States to make it easy for agents and brokers to meet Title III of ADA and Section 504 of Rehabilitation Act requirements regarding hearing impaired patients. To schedule an in-person sign language appointment, please call 844-545-2946 or send an email to requests@deaf-interpreter.com and provide the following information:
- Humana Member or Prospect name
- Your Phone Number
- Address of Appointment
- Appointment City
- Appointment State
- Date and Time of Appointment
- Primary language of Appointment (what language do they read?)
If you do enroll a member who is deaf or blind, please email us at accessibility@humana.com so we can setup the member with a “concierge” level service to ensure we are providing communications in a way that fits their needs.
Questions
Agents and brokers with questions about Humana's language assistance and American Disabilities Act (ADA) program should send an email to accessibility@humana.com
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MEMBER
WELLNESS CORNER
The flu vaccine can be a life saver
 Every year, influenza, also known as “the flu,” is involved with thousands of deaths, most of which happen in adults over the age of 65.1 But young children can also get very sick from the flu—enough to be sent to the hospital. In fact, about 20,000 children, aged 5 years or younger, go the hospital with the flu each year. This is why getting the flu shot to help prevent the flu is so important.2
When is the best time to get the flu shot?
The best time to get the flu vaccine is in the fall because it usually takes two weeks to start working, and the flu season can start as early as October.3 But it’s never too late to get the flu shot, you can also get it in January or February.
There are lots of ways to get the flu shot: You can visit an in-network doctor’s office, a pharmacy, a retail clinic or an urgent care center.
Tools for Humana members
Humana members can get their flu shot at an in-network doctor’s office, retail clinic, urgent care center or pharmacy—sometimes at no additional cost, depending on their Humana healthcare plan.
Humana members can also call the 24/7 Nurse Advice line anytime to determine when and where they should get care. Members should check the back of their Humana ID card to see if they have this coverage under their plan.
To learn more the flu and how members can reduce their chances of contacting the virus click Here.
IMPORTANT COMMUNICATIONS
Check out the documents that we believe are the most helpful.
2016 Medicare Advantage Product Guide (AP-763)
JOB AID: Enrollment Election Periods (AP-164a)
Agent Support Request Processing Timeline (AP-678)
JOB AID: How to Access Humana Rx Quoting Tool Training
JOB AID: Humana Medicare Plans By State & County GRID (AP-258)
Third Party Marketing and Enrollment Website Approval (AP-759)
Humana Medicare Recertification Training (AP-194)
Preferred Cost Share Pharmacy Locations
Use of Humana's Electronic Signature FAQ (CPL-AP-805)
Important Caregiver/ PHI Consent Changes (AP-753)
Humana Medicare Group & BSN Map (AP-502)
Policy on Capturing an Enrollee’s Signature on an Enrollment Application (CPL-AP-040)
SELLING WITH INTEGRITY
If you have any compliance and/or ethics related concerns or are aware of any Fraud, Waste and Abuse, please contact one of the following:
HAVE QUESTIONS? CONTACT US!
If you have questions about the information contained in this communication, please contact the Agent Support Unit.
AGENT SUPPORT
(800) 309-3163 
agentsupport@humana.com 
Monday-Friday
8:00 – 9:00 EST
WE APPRECIATE YOU
Your Loyalty And Business Is Very Important To Us And We Value Your Services!
Thank you for your continued support and participation in Humana MarketPoint’s Delegated Agent Program.
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MAPA for PC/ iMAPA Learner's Guide
Enrolling Medicare clients is faster and more efficient with electronic applications.
With open enrollment kicking into gear, you want to keep applications running as fast and efficiently as possible. You also want to make the enrollment process as worry-free and easy as possible for your clients.
MAPA makes it happen.
With Humana's Medicare Advantage Paperless Application (MAPA), you have an efficient and compliant tool for Medicare enrollment and a convenient way for clients to enroll more easily.
- Quicker and more accurate entry of enrollment information
- Less paperwork
- Simplified display and data entry
- Client information securely stored and transmitted to Humana
- A streamlined, user-friendly enrollment experience or your clients
- iMAPA version for iPads
You can even write your apps without an Internet connection and upload them once you’re able to connect.
Spend less time writing and more time building customer relationships. Start your enrollments on the fast track with Humana’s MAPA Tool.
Get started today! Download the learner's guide immediately.
Humana MAPA/ iMAPA Learner's Guide
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Premium Auto-pay – Important Reminder
99% of all PDP members that term each month for non-payment of premium are on the Coupon Book payment option.
When completing enrollments, if the prospective member asks about premium payment methods, be sure to recommend automatic withdrawal – auto-pay.
Automatic withdrawal (ACH – bank draft, credit card, or SSA/RRB) is easier for the member. There’s no monthly check to write, no postage to pay, and less risk of members missing payments and losing coverage.
Automatic withdrawal – it’s convenient and easy. Please recommend it to prospective members who ask about Humana’s premium payment choices.
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Provider Directory Notification Changes
CMS issued a new option this year around the annual requirement to provide a copy of the provider/pharmacy directory to new and current members. This year, plan sponsors have the option to either send out a hard copy of the abbreviated directories OR may send a separate “notice” to enrollees instructing them where to find directories online and how to request a hard copy.
New Humana Enrollees
No changes have been made to the process for new Humana enrollees. They will continue to receive an abbreviated formulary and provider directory in their Welcome Packet. There are a few plan exceptions, however. Please click on the link below for more information.
Existing Humana Members
Existing members will be receiving a postcard this year as part of the annual requirement to provide directories. Between Sept 22, 2015 and Sept 30, 2015 seven (7) million postcards were sent to existing Humana Medicare members. The postcard, pictured below, explains the requirement and the process for ordering a directory either by phone or through the website.
New CarePlus Enrollees
CarePlus will be including a new Provider Directory Insert into the plan-specific kits for 2016. This piece will inform new enrollees how they may order a printed copy of the provider directory. CarePlus agents can provide a hard copy directory at the point of sale should the new enrollee request it.
- Please note that for 2015 enrollments, agents must continue to provide a hard copy directory at the point of sale as the Provider Directory Insert is only included in 2016 kits.
Existing CarePlus Members
Please note that for current CarePlus enrollees, an actual directory will be mailed to meet the annual directory requirement. |
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Please do not reply to this e-mail.
Humana strives to protect your privacy and confidentiality. To learn more about how Humana protects your confidentiality, please see our complete Internet Privacy Statement and our Privacy Practices.
If you have any compliance and/or ethics related concerns or are aware of any Fraud, Waste and Abuse, please contact one of the following:
- Humana Ethics Office Ethics@humana.com
- Humana's Ethics Hotline at 1-877-5-THE-KEY
- Humana's Ethics Helpline Website ethicshelpline.com
Anonymous reporting is an option
For more information about Humana coverage or the company providing these benefits, please visit Humana.com.
Humana Plans are offered by the Humana Family of Insurance and Health Plan companies.
Humana
500 West Main Street
Louisville, Kentucky 40202
AP-811
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