Blue Cross Blue Shield of Michigan and Blue Care Network Individual Medicare Advantage Training User Manual 2013

Transcription

1 Blue Cross Blue Shield of Michigan and Blue Care Network Individual Medicare Advantage Training User Manual Copyright , Gorman Health Group, LLC

2 Gorman Health Group Core Training Modules 1-5 The training program contains five modules, each of which includes a series of pre-quiz questions and a cumulative final exam: Module Module 1 - Introduction and Instructions What s Covered Instructions Module 2 Medicare Basics Module 3 Enrollment and Disenrollment Module 4 -Beneficiary Protections Module 5 - Marketing Guidelines and Regulations Final Exams Original Medicare (Medicare Part A and Part B), Medicare Advantage (also referred to as Part C), Medicare Modernization Act, and Prescription Drug Coverage (Medicare Part D). CMS Medicare Managed Care Election Periods and Eligibility Rights of the Medicare Beneficiary, Grievance and Appeal process, Materials. CMS requirements as provided in the Medicare Marketing Guidelines, Ethical expectations Each section will have a comprehensive exam. Medicare Advantage Sales Training Final Exam and Product Specific Final Exam. Blue Cross Blue Shield of MI/Blue Care Network Modules 6 & 7 The training program contains two modules, each of which includes a series of pre-quiz questions and a cumulative final exam: Module Module BCBS of Michigan and Blue Care Network Products Module BCBSM/ BCN Marketing and Enrollment Essentials What s Covered Medicare Advantage products offering to individual Michigan Medicare eligibles for Medicare Plus Blue, BCN Advantage, and Prescription Blue and Product, Fraud, Waste and Abuse guidelines. BCBSM and BCN Medicare Advantage enrollment procedures. Final Exams Each section will have a comprehensive exam. Medicare Advantage Sales Training Final Exam and Product Specific Final Exam. 2 Copyright , Gorman Health Group, LLC

3 Rigorous Testing Requirements: To proceed to the next module, participants must first pass the exam given at the end of each module or they may elect to bypass the module exams. Participants must pass a comprehensive final exam. We highly recommend that users elect to complete the individual module exams in preparation for the Final exam. The 2013 training program is made up of two parts. Each containing its own Final Exam: Gorman Health Group Core Medicare Advantage Training Curriculum Modules 1-5 and Final Exam To receive a certificate of completion, participants must pass the final exams with a minimum score of 85%. Participants are limited to 2 opportunities to complete and pass Gorman Health Group Core Medicare Advantage Training Program final exams. If a participant fails the final exams twice, pass Gorman Health Group will not permit you to retest for one year BCBS of Michigan and BCN Individual Plan Specific Product Training Modules 6&7 and Final Exam To receive a certificate of completion, participants must pass the final exams with a minimum score of 85%. Participants are limited to 2 opportunities to complete and pass Blue Cross Blue Shield of MI/Blue Care Network s Individual Medicare Advantage Training Program final exams. If a participant fails the final exams twice, BCBSM/BCN will not permit you to retest for one year. Resources and Reference Tools: During the training, participants will have access to critical reference documents, including a glossary of terms and the CMS Marketing Manual, etc. 3 Copyright , Gorman Health Group, LLC

4 Accessing the Link (URL or registration website) To access the training, you must first register to receive a username and password. The Registration URL (or web address) must have been distributed and received electronically via . The URL must not be distributed via hard copy. 1. The URL must be opened or entered into an Internet Window Address Bar in its entirety to work properly. This can be done by clicking on the electronically received link using the computer s mouse. 2. If the URL link does not open: a. Hold down the CTRL key on the keyboard while clicking on the distributed link, or b. Using the mouse, highlight the entire link, click the right mouse button, and select copy from the pop-up window. Open Internet Explorer, click the right mouse button and select paste into the Address Bar, then press enter on the keyboard. c. Your computer settings may require you to allow access to pop-ups to open the modules. If this is the case follow these steps: Click on the row beneath your address bar that asks if you wish to allow access to this pop up. Click on the option to allow pop ups for this site. You will now be able to proceed with the training. 4 Copyright , Gorman Health Group, LLC

5 NEW Users Click Here First time users will need to register for an account by clicking on the Don t have an account? Click here to Register, link. Returning users that have already registered, will need to login by entering their user name (Social Security number and self created Password). 5 Copyright , Gorman Health Group, LLC

6 When registering for the first time enter your SSN and click on NEXT. 6 Copyright , Gorman Health Group, LLC

7 First time users will need to complete the required fields. Required fields are indicated with an asterisk (*). Click Next Passwords will be created by the user and require the following: Must be at least 8 characters long and contain at least - 1 uppercase letter - 1 lowercase letter - 1 number - 1 special character Once the registration is complete click NEXT to proceed to the next step. Remember: Your SSN is your username and you ll assign your own password. 7 Copyright , Gorman Health Group, LLC

8 If you enter incorrect information during the registration process, you will not receive credit for the Medicare Advantage Training. AGENTS: It is important that the address you provide on the registration page is active and regularly monitored. Your GHG Core Certificate and BCBSM/BCN plan specific product certificate are in the tool for you to print after completion. However, your notice of certification for 2013 BCBSM and BCN Individual Medicare Advantage will arrive through the address you provide. Introduction The first step in the program is the Introduction screen. This screen provides an overview of the program and its requirements. You will need to click Save and Continue to proceed. 8 Copyright , Gorman Health Group, LLC

9 Acknowledgement and Additional Information You must complete the following acknowledgment and additional information page and to access the BCBSM/BCN Individual training curriculum. Follow these instructions thoroughly to ensure that your Medicare Advantage Training is properly tracked. You must meet and accept the condition statements listed. BCBSM/ Producing MA/GA Staff or EH Benefit Registration CAM CSR Vendor BCN Agent Agent Staff Advisor Fields must provide: must provide: Employee must provide: must provide: must provide: must provide: First Name First Name First Name First Name First Name First Name First Name Last Name Last Name Last Name Last Name Last Name Last Name Last Name License # Category Agent/ MA/ GA or Employee ID OFIR# Select Producing Agent 5- digit BCBSM/ BCN Producing Agent Code OFIR# or Skip/ Leave Blank Select MA/GA/Agent Staff MA/GA Staff: 2- digit MA/GA Code Agent Staff: Skip/ Leave Blank OFIR# Select CAM OFIR# Select EH Benefit Advisor OFIR# or Skip/ Leave Blank Select CSR Vendor Skip/ Leave Blank OFIR# or Skip/ Leave Blank Select BCBSM/ BCN Employee Badge # Phone # Phone # Phone # Phone # Phone # Phone # Phone # Address Address Address Address Address Address Address City City City City City City City State State State State State State State Zip Code Zip Code Zip Code Zip Code Zip Code Zip Code Zip Code Confirm Copyright , Gorman Health Group, LLC

10 Complete the additional information boxes, read the acknowledgements and click the checkbox if you agree with the acknowledgments. Hit Save & Cont. button to proceed. Equivalent Training Certificates If you have completed Medicare Advantage and Part D Plans 2013 America's Health Insurance Plans (AHIP) certification, BCBSM/BCN 2013 Group Medicare Advantage certification or 2013 Gorman certification, all 7 BCBSM/BCN 2013 Individual Medicare Advantage training modules will not have to be completed. Only modules 6 and 7 will need to be completed. You will have the ability to upload or Fax a valid AHIP in your Program Steps. To Upload: Click the upload Icon and browse to locate the electronic copy of the certificate on your computer. Click Upload. To Fax: Click on the Fax Icon. A fax cover sheet will become available. Print the fax cover sheet and fax in with your authentic AHIP certificate to the number listed on the cover sheet. 10 Copyright , Gorman Health Group, LLC

11 Click for Upload Click for Fax Cover Sheet Once you upload or fax your 2013 equivalent training certificate. You will be immediately enrolled in the BCBSM/BCN Individual Plan specific training Modules 6 and 7. There will be no CE credits awarded for the abbreviated training. Click Next Step If you do not have an equivalent training certificate click on Next Step to go to your training. You will be immediately enrolled in the BCBSM/BCN Individual Plan specific training Modules 6 and 7. Continuing Education (if applicable): This course is approved for 4 Continuing Education credits in many states (shown in the License State list) for the GHG core Medicare Training Modules (1-5). If you are only taking the BCBSM/BCN product specific training (modules 6 and 7) CE credits will not be available. If you would like to receive Continuing Education credits for your successful completion of this course you must complete the GHG core Medicare Training Final Exam in the presence of a proctor and complete the Continuing Education Proctor Form and return it within 3 days. A maximum of 4 credits will be applied to your Resident Health License. Please check your review date. You will not be able to receive credits for the same course within the same review period. Duplicate completions will not be counted and will appear on your record with zero (0) credit. Please visit: for more information regarding continuing education credits. 11 Copyright , Gorman Health Group, LLC

12 CE Credits? If you choose to receive CE credits for the completion of the course select the check box and your resident state license from the drop down menu. You will be required to enter your 7 digit OFIR number in the Enter Your License Number field. You DO NOT need to enter your credit card information. Click Send to begin your training. Agents who intend to receive CE credits for the BCBSM/BCN 2013 Medicare Advantage Training Program must meet the following requirements: o Agents may complete all of the coursework for this course online. o The final exam may be completed online but MUST be completed in a closed book manner, without any assistance and in the presence of a proctor. o The proctor must be a disinterested third party. The State of Michigan defines the disinterested third party as a person who has no financial interest in the success or failure of a licensee maintaining an insurance license. o The proctor must complete the Continuing Education Proctor Form (CLICK HERE FOR FORM) in its entirety, sign it and return it by fax or as instructed on the form. The completed proctor form must be received within 3 business days of the completion of the course; otherwise, it will not be accepted. o Continuing Education credit hours will be reported to the State of Michigan by Gorman Health Group 12 Copyright , Gorman Health Group, LLC

13 Forgot Password If you forget your password click on the Forgot your password? link and enter your username and hit Next. Answer your secret question and hit next. Click the forgot your password link Enter username and click next Answer question and click next An with a new password will be sent to the address you first registered with. You can then log back into the training site. 13 Copyright , Gorman Health Group, LLC

14 You can reset your password under your Profile Tab. See Additional Information Section for instructions. Additional Information My Programs Tab After logging in, returning you will be taken directly to the My Programs tab. The My Programs tab will display what steps are required to be completed for each program by clicking on the Program Name. The Status indicates if the step has been completed, is incomplete, or has not started or is not required. If you need to complete a Program Step, the step can be accessed by clicking directly on the step name. You will be taken directly to the Program step if the prerequisite has been met. 14 Copyright , Gorman Health Group, LLC

15 My Profile and Documents Tabs The My Profile tab will display what you completed on the registration screen. You can make changes such as the spelling of a name, an address and recreate a password. The Documents tab will contain any documents/forms you have uploaded or faxed to the Medicare Sales Sentinel site. 15 Copyright , Gorman Health Group, LLC

16 NPN Lookup NPN is required for individuals with an OFIR number. However, if you do not know your NPN number click the NPN Lookup link to lookup your NPN with your social security number (works best), license number or FEIN. Need Support? Call Copyright , Gorman Health Group, LLC

17 Completing the Training After you have successfully logged-in, begin the curriculum. Your Learning Locker All of your training curriculums will be in the same learning locker under one username. You will maintain access to courses that you have completed as long as those courses are active. The Learning Locker will display your completion status for each course. Select the course you would like to review/complete under My Current Enrollments (or My Prior Enrollment for completed curriculums). Your status for each course will appear in the Status column. By clicking the course title you ll be able to Take Now or Display Course Details. Display Course Details will provide the completion criteria for the course and any prerequisite courses set by your Plan: Your Enrollments and Prior Enrollments Click course title Select option 17 Copyright , Gorman Health Group, LLC

18 You can expand or collapse a curriculum or module to view its courses. Click the plus or minus button: Selecting a Course: When ready to complete a course click Take Now: Click course title Select option You will be prompted to continue: If you select a course where a prerequisite has not been completed this screen will display a notification letting you know that you need to complete another course before you ll be able to advance to the next course. Hit Cancel to return to your Current Enrollment page: 18 Copyright , Gorman Health Group, LLC

19 Module Window Before you start the training, please make sure that your volume is on. You ll need to also listen to the Gorman training or you may miss many of the training points. Completion Criteria Indicator: The completion criteria indicator is displayed in the upper right hand corner of the Module Window. RED indicates that the completion criteria has not been met and will turn GREEN when you have met the completion criteria for the module. 19 Copyright , Gorman Health Group, LLC

20 Completion Criteria Met -Green indicator TROUBLE SHOOTING INFORMATION 1. If link does not open when clicked, hold ctrl key on keyboard while selecting the course title. 2. If link still doesn t work, check your pop-up blocker site. 3. If link still doesn t work, contact GHG customer service team at for assistance. 20 Copyright , Gorman Health Group, LLC

21 Module Window Before you start the training, you must turn on the volume on your computer to listen to the Gorman training or you will miss many of the training points. Additional Module Window Features: Tools and Help Icon (?) Tools and Help 21 Copyright , Gorman Health Group, LLC

22 View Slide Notes: Click to view voice-over scripting for each slide. Voice-over scripting is written out for each slide for those users without sound. Ensure that the volume is on, on your computer, to listen to the Gorman training or you will miss many of the training points. View Slide Notes Voice over scripting is written out for each slide for those without sound 22 Copyright , Gorman Health Group, LLC

23 a Question: From the Tools & Help window, click to send a question regarding the training course directly to Gorman Health Group. Questions are generally answered within 1 business day by Gorman Health Group. a Question 23 Copyright , Gorman Health Group, LLC

24 Attachments Tab: During all of the Module trainings, there are two tabs displayed on the left-hand side of the window. One is titled Contents and the other is titled Attachments. The attachments listed can be downloaded to help you during the training. You must access and download to your computer the attachments prior to completing the fourth Module as they will not be available once you begin the final exam. Attachments Here Click on one of the listed attachments to open the attachment. Your computer might be configured to save the file, open the file, or download the file at a later time. You must access and download to your computer the attachments prior to completing the last Module as they will not be available once you begin the final exam. Download Here 24 Copyright , Gorman Health Group, LLC

25 Interactive Module Slides. Question slides are interactive slides. Select an answer and then click Submit at the bottom right corner of the screen. Click Submit after you make a selection Certain Question slides are designed to skip part of the training based on the answer given. This allows you to review only the slides applicable to the service area you represent. 25 Copyright , Gorman Health Group, LLC

26 Module Completion: After a course or exam is completed, you must close the viewing window and return to your Learning Locker to make your next course selection. Curriculums, Modules, Courses and Exams Here are some more details on how your trainings are compiled and what they consist of. Curriculums are made up of modules, the module s courses and exams. Each of your curriculums will have a specific set of completion criteria guidelines that are set by your Plan. You may have more than one curriculum in your Learning Locker if you are completing training for more than one Health Plan. Modules will contain courses (or lessons) and may have prerequisite requirements and completion criteria. Completion criteria is also defined by the certain amount of the material within each course that must be viewed and/or the amount of audio that you are required to listen to for each course. These criteria can be found under Course Details. Exams follow each module of the curriculum and are very helpful study resources. We highly recommend that users complete the individual module exams in preparation for the Final exam. An exam criterion also varies by Plan. Some exams are optional, or they may be required. Most Exams have a minimum passing score in order to consider complete. Users are allowed only a certain number of attempts to pass the Final Exam. This number will be represented of the curriculum page next to the final exam. If you fail the final exam twice, BCBSM and BCN will not permit you to retest for one year. 26 Copyright , Gorman Health Group, LLC

27 Final Exams The Final Exam is a cumulative exam of all your module courses within your curriculum. You will be able to review your course materials prior to selecting the Final Exam. After your review of the modules, click on the Final Exam link. Once you begin the Final Exam, you must complete it in its entirety. Ending the Exam without completion, may result in a failing score and will count towards one of your opportunities to pass the Final. You will be able to review the course material again, if needed, prior to taking the Final exam a second time. Number of Attempts: You ll have two (2) attempts on the final exam. If you fail the final exam twice, BCBSM and BCN will not permit you to retest for one year. To receive a certificate of completion you must complete the review of all required training courses and must pass the comprehensive final exam with a minimum score of 85%. 27 Copyright , Gorman Health Group, LLC

28 Certificate of Completion: To Print a Certificate click from your Prior Enrollments click on the Print Certificate link to Print and/or save the training certificate as a PDF. Click 28 Copyright , Gorman Health Group, LLC

29 Keep a copy of your Certificate of Completion for your records and to provide to the Health Plan you intend to sell for. Finish and Print Once you completed all required information the Finish and Print screen will become available. This screen will allow you to print a record of all completed program steps. To print this page, you will need to click on the Printer Icon indicated with the blue arrow. This is the Final step in 2013 Agent Certification Process. Click Here Optional Survey Take Survey. There will be a link under Course Title on the Curriculum Page where we ask that you complete a feedback survey regarding this training. Thank you in advance for your comments! 29 Copyright , Gorman Health Group, LLC

30 Sample Certificates: 30 Copyright , Gorman Health Group, LLC