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| Medicare Offerings |
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Agent Use Only - Confidential |
Get the Help You Need Fast with these Useful Producer Support Resources! |
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In This Edition:
- Producer Support Resources and Tips
- Contacts and Additional Resources
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Producer Support Resources and Tips
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Periodically we get questions regarding the best way to get answers to certain questions. Is it better to email Producer Support or call the Producer Hotline? For your convenience, we've put together some best practices for both resources as well as a downloadable reference guide.
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PRODUCER SUPPORT EMAIL
PA/WV/DE MEDICARE/ACA EMAIL:
federalproducer@highmark.com
NY MEDICARE EMAIL:
albany.liaison@bsneny.com
NY ACA EMAIL:
federalproducer@highmark.com
D-SNP EMAIL:
hwcbrokersupport@highmark.com
Email Producer Support for answers to questions including:
- Application status
- Benefits
- Claims
- Prescriptions
- Provider network questions
Producers should not carbon copy (cc:) their Highmark client manager or channel sales representative on these emails. This will prevent confusion and duplication of work between the client managers and the representatives.
Please call the Producer Support Hotline to follow up to an open inquiry rather than sending another email. This ensures producers speak with only one representative. Emails are worked in the order received, so it is likely two different representatives may become involved if more than one email is sent.
Please allow 48-72 hours for a response as many inquiries require research and may take some time to resolve.
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PRODUCER SUPPORT HOTLINE
PA/WV/DE PHONE: 1-800-652-9459
- Senior Markets: Option 1, then Option 1
- Individual Markets/U65: Option 2, then Option 1
- Commercial Markets: Option 3
NY PHONE: 1-844-946-6305
- Senior Markets: Option 1, then Option 1
- Individual Markets/U65: Option 2, then Option 1
D-SNP PHONE: 1-888-871-0417
THE PRODUCER SUPPORT HOTLINE IS FOR PRODUCERS ONLY. Clients and members should not call this number, nor should producers call with members on the line.
The Producer Support Hotline can help answer:
- Medical policy questions
- Pre-authorization questions
- The eligibility of a specific procedure
- Pharmacy claim or benefit inquiries
- Questions on specific claim rejection reasons
- The amount of a deductible/ coinsurance required or met under a contract
- Producer Portal questions
Have the following information about your customer ready when you call:
- Group number, member ID and/or social security number
- Member name and patient name
- Medicare number
- Bill account number
- Date of service and provider name for a claim inquiry
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IMPORTANT NOTES
- Urgent requests, including access to care issues, should be directed to the Producer Support Hotline, not the Producer Support Email.
- The Producer Hotline can verify information; however, they cannot provide you with protected health information.
- For member-specific claim questions, producers should contact the number on the back of the member's ID card and have the member on the phone with you.
- The Producer Support Hotline cannot provide member IDs (UMIs) to producers.
- Producers should contact their General Agencies with reporting inquiries. This should be done prior to contacting the Producer Support Hotline.
To view and download an UPDATED Producer Support Resources reference guide for Producers, click here.
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Contacts and Additional Resources
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| Question |
Market |
Region |
Contact |
| Channel Sales Representatives |
Medicare, ACA,
D-SNP |
New York |
Evan Cominsky
Email: Evan.Cominsky@highmark.com
Phone: 716-658-8653 |
| Pennsylvania - Southwest |
Tom Campedel
Email: Thomas.Campedel@highmark.com
Phone: 412-480-7778 |
| Pennsylvania - Northwest |
Bill Glas
Email: William.Glas@highmark.com
Phone: 412-544-0741 |
| Pennsylvania – Central |
Nicole Sherlock
Email: Nicole.Sherlock@highmark.com
Phone: 717-348-3269 |
| Pennsylvania - Northeast |
Morgan Graybill
Email: Morgan.Catherman@highmark.com
Phone: 570-259-4817 |
| Delaware & Pennsylvania – Southeast (Philadelphia Market) |
Dan Mahan
Email: Daniel.Mahan@highmark.com
Phone: 445-264-7911 |
| West Virginia |
Stephanie Stanley
Email: Stephanie.Stanley@highmark.com
Phone: 304-424-0377 |
| Application Status, Benefits, Claims, Prescriptions, and Provider Network Questions |
Medicare |
PA, WV, DE |
Phone: 800-652-9459 (M-F, 8am-4pm)
Option 1 (Senior Markets), then Option 1
Email: federalproducer@highmark.com |
| WNY, NENY |
Phone: 844-946-6305 (M-F, 8am-4pm)
Option 1 (Senior Markets), then Option 1
Email: albany.liaison@highmark.com |
| ACA |
PA, WV, DE |
Phone: 800-652-9459 (M-F, 8am-4pm)
Option 2 (ACA), then Option 1
Email: federalproducer@highmark.com |
| WNY, NENY |
Phone: 844-946-6305 (M-F, 8am-4pm)
Option 2 (ACA), then Option 1
Email: federalproducer@highmark.com |
| D-SNP |
PA, DE |
Phone: 888-871-0417 (M-F 8am-5pm)
Email: HWCBrokerSupport@highmark.com |
| Onboarding, Annual Certification, and Producer Portal Questions |
Medicare |
PA, WV, DE, WNY, NENY |
Phone: 800-652-9459 (M-F, 8am-4pm)
Option 1 (Senior Markets), then Option 2
Email: highmarkseniormarkets@highmark.com |
| ACA |
PA, WV, DE, WNY, NENY |
Phone: 800-652-9459 (M-F, 8am-4pm)
Option 2 (ACA), then Option 2
Email: ACASalesSupport@highmark.com |
| D-SNP |
PA, DE |
Phone: 888-871-0417 (M-F 8am-5pm)
Email: HWCBrokerSupport@highmark.com |
| Additional Highmark Wholecare Resources |
D-SNP |
PA |
Customer Service: 800-685-5209
D-SNP Website: highmark.com/wholecare/medicare |
| Highmark Producer Portal |
Medicare, ACA |
PA, WV, DE, WNY, NENY |
producer.highmark.com |
| Highmark Consumer Websites |
Medicare, ACA |
Western PA, Northeastern PA |
highmarkbcbs.com |
| Central PA |
myhighmark.com |
| WV |
myhighmark.com |
| DE |
highmarkbcbsde.com |
| WNY |
myhighmark.com |
| NENY |
myhighmark.com |
| D-SNP |
PA |
highmark.com/wholecare/medicare |
| Highmark Integrity Office |
Medicare, ACA, D-SNP |
PA, WV, DE, WNY, NENY |
Phone: 1-800-985-1056
Email: Integrity@highmark.com |
| PA Exchange (Pennie) |
ACA |
PA |
Website: pennie.com
Pennie Broker Contact Center: 844-844-4440
Email: brokers@pennie.com |
| DE/WV Exchange |
ACA |
WV, DE |
Website: healthcare.gov
Marketplace Broker Call Center: 855-788-6275 |
| New York Exchange |
ACA |
WNY, NENY |
Website: nystateofhealth.ny.gov |
| HealthSherpa |
ACA |
PA, WV, DE, WNY, NENY |
Broker Support: 888-684-1373
Email: agent_support@healthsherpa.com |
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| This email was sent from the Highmark Senior Markets Sales team. If you have questions, please contact our Broker Services Team at highmarkseniormarkets@highmark.com or call (800) 652-9459. |
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