Distribution Portal (DSU) Online Service Request

Transcription

1 Distribution Portal (DSU) Online Service Request Job Aid 6/8/2011 This Job Aid was created as an instructional guide for Distribution Portal site. The content will outline steps taken to create, submit, and search for service request(s) via the Distribution Portal. This Online Service Request (OSR) processing method will be implemented in June

2 Table of Contents Additional Support... 3 How to Navigate to the Online Service Request... 4 How to Search a Ticket... 6 Search by Ticket ID... 6 Search by Agent ID... 8 Search by Date Submitted How to Locate a Ticket in Service Gold

3 Additional Support For questions or issues related to your online service request, please contact the appropriate support group listed below: 1. If you have questions that require assistance from the Producer Help Desk (PHD) and are better explained by telephone, call the PHD directly at The PHD is staffed Monday through Friday, 7 a.m. to 7 p.m. CT 2. Member related issues should be directed to customer care. You can reach customer care by selecting the appropriate option (see options below). Member service cannot support SecureHorizons Medicare Supplement, please refer to the CHCS section. If you or the consumer has contacted customer care and were unable to obtain a resolution within the stated time frame provided the agent may send the escalated customer care issues to phd@uhc.com or via the online service request on the Distribution Portal. 3. The Inbound Customer Support team (ICS) supports the enrollment process: o Update missing information on pending applications (as identified on or o Identify reason for application Denial/Withdrawal/Cancellation o Provide application status for new enrollments that cannot be viewed on unitedhealthproducers.com or unitedhealthadvisors.com (AARP MA, Secure Horizons, Evercare, John Deere, and Oxford) 4. For question related to SecureHorizons Medicare Supplement Insurance Plans CHCS, call CHCS is staffed Monday through Friday, 7 a.m. to 5 p.m. CT. o SecureHorizons Medicare Supplement Insurance Plans are administered through CHCS. Application and commission status for these transactions are not directly available on or but may be checked by calling the number above. o The CHCS help line assist in addressing the following types of SecureHorizons Medicare Supplement Insurance issues: application status ID cards eligibility claims payment policy/billing inquiries commission status product questions premiums verification of benefits customer care 3

4 How to Navigate to the Online Service Request 1. To navigate to the Online Service Request tab, you must first sign into the Distribution Portal using your Username: 2. Once you are in the authenticated portion of the site, you can find the Online Service Request page by clicking on Service Request in the upper right hand corner of the screen: 4

5 3. Once you click on Service Request you will see the screen below: The DSU site does not have access to input tickets. Please contact the PHD directly for assistance. 5

6 How to Search a Ticket Search by Ticket ID To search for a ticket by Ticket ID follow the steps below. 1. First Click on the View my Tickets tab under the page header Service Request. 2. Select Search by Ticket ID in the dropdown list. Your options include: o Search by Ticket ID o Search by Agent ID o Search by Date Submitted 3. In the text box to the right of the dropdown box, enter in the Ticket ID for the service request you wish to view. 4. Click on the Search button. 5. The service request tickets which match your search criteria will populate under the Results section of the page, below. 6

7 6. Click on the Service Request number which matches your criteria in the first Results column. This will open a new, smaller pop up window which displays the ticket details. 7

8 Search by Agent ID To search for a ticket by Agent ID follow the steps below. 1. First Click on the View my Tickets tab under the page header Service Request. 2. Select Search by Agent ID in the dropdown list. Your options include: o Search by Ticket ID o Search by Agent ID o Search by Date Submitted 3. In the text box to the right of the dropdown box, enter in the Agent ID for the service request you wish to view. 4. Click on the Search button. 5. The service request tickets which match your search criteria will populate under the Results section of the page, below. 8

9 6. Click on the Service Request number which matches your criteria in the first Results column. This will open a new, smaller pop up window which displays the ticket details. 9

10 Search by Date Submitted To search for a ticket by Agent ID follow the steps below. 1. First Click on the View my Tickets tab under the page header Service Request. 2. Select Search by Date Submitted in the dropdown list. Your options include: o Search by Ticket ID o Search by Agent ID o Search by Date Submitted 3. There will be a Start and End calendar widgets which appear to the right of the drop box. Click on these calendar icons to enter the start and end dates for the time period you would like to search. Please note that the date range must be 30 days or less. 4. Click on the Search button. 10

11 5. The service request tickets which match your search will populate under the Results section of the page, below. Note that there may be more than one page of results which match your search criteria. 11

12 6. Click on the Service Request number which matches your criteria in the first Results column. This will open a new, smaller pop up window which displays the ticket details. 12

13 How to Locate a Ticket in Service Gold A ticket entered via the online Request Form on the Distribution Portal can be searched and located in the Service Gold system. Follow the steps outlined below to locate a specific Ticket ID. 1. First log into the Service Gold system using appropriate credentials. 2. In the left hand navigation, under the Search label, click on the dropdown box and change the search criteria from Accounts to Service Requests. 13

14 3. In the free from text box, labeled Service Number, enter the Ticket ID (Service Request ID) from the Distribution Portal. Click Go. See the example search below. Ticket ID was entered via the Distribution Portal: Now enter the Ticket ID in the Service Number field of Service Gold: 14

15 4. Once the search results populate, click on the Service Number to view the request details. 5. The unique request details will populate on the screen. 15