AgentLink Training Y0067_UAM_AgentLinkTrain0611 IA 07/14/2011 For agent use only. Last update: 7/6/11

Transcription

1 AgentLink Training Y0067_UAM_AgentLinkTrain0611 IA 07/14/2011 For agent use only. Last update: 7/6/11 1

2 What is AgentLink? AgentLink is Universal American s (UAM) online agent resource. AgentLink offers all the resources you need to be successful in managing your business. You can visit the Reports section to check on your pending business, commissions, debit balance, and production. If you re looking for sales and marketing materials, you can visit the InfoCenter to view or download important information. Best of all, this information is readily available 24/7 from anywhere you can connect to the Internet. 2

3 AgentLink Welcome to the AgentLink Tutorial. This training will take you step bystep through AgentLink. When complete, you should know how to: Access AgentLink Login to AgentLink Access Marketing and Sales Materials Order Supplies (for traditional/federal products) Submit Medicare Advantage enrollments online Utilize traditional insurance E Application process View Commissions View Production Register Sales Events Change Your Password Accessing Important Links 3

4 Accessing AgentLink To access AgentLink, open your Internet browser and type in the following URL: then click on your browser menu or press enter on your keyboard. It is recommended that you add this URL to your favorite places so that you can access it easily in the future. After entering the URL and clicking "go" you will reach the AgentLink log in screen. To log in to AgentLink, type in your Universal American (UAM) ID# and password then click Login. A UAM ID# is a unique identifier issued to agents in order to link all company assigned agent numbers together under one identifier. This is different than your company assigned Agent Writing Number. 4

5 Accessing AgentLink If accessing AgentLink for the first time, you must enter your Social Security Number (SSN#) with no dashes for the Login ID and the last four digits of your SSN# for the Password (e.g and 4456). Please know, the AgentLink Web site is a secure site. Upon initial entry to the site, the system will assign you a newcustom UAM ID# (e.g. UA12345) to be used on all future entries to the site please document your new UAM ID# for future use. The Password will continue to be the last four digits of your SSN#, but you will have the option of changing your Password by clicking on the Administration button and selecting the "Change Password" function. Once you have logged into AgentLink, you will be welcomed to the homepage. If you have forgotten your Login ID or Password, or are a first time user, you can use the links on the login page to aid you in your log in. If you have forgotten your password, click the Forgot Password? link. If you cannot locate or remember your assigned UAM ID# for AgentLink, contact Sales Support at for assistance. Sales Support will reset and provide you a new Login ID. Please document your new Login ID for future use. 5

6 Left Navigation Bar Use the links on the left navigation bar to navigate to the different sections and pages within AgentLink. Agent Home This link will bring you back to the home page at anytime. The homepage houses icons that will quickly link you to other Web sites such as the training and certification Web sites. Agent Inquiry This link will allow managers to search for agent information, such as an agent address and agent number. InfoCenter This link will take you to the InfoCenter where you can find sales and marketing materials as well as important compliance information. Reports This link will direct you to the reports section where you can view information on commissions, production, pending business, members with premium past due and even review your debit balances. Sales Events Use this link to report all upcoming sales events. Administration Use this link to change your AgentLink login password. Contact Us Links to the contact us addresses and phone numbers, your first and best resource for quick answers. Tools & Links This is a valuable reference for important UAM reference links such as agent . 6

7 InfoCenter To access the InfoCenter, click on the InfoCenter link in the left navigation bar and then choose the product you want more information on. Once you have accessed the InfoCenter, you will see a new menu appear. Use this menu to navigate to the appropriate product or company within InfoCenter. The menu is separated by our Medicare Advantage products and Traditional insurance companies in 2 distinct columns. Once you have accessed the InfoCenter and selected a Medicare Advantage product or a traditional insurance company, you will see a new menu appear on the right hand side of the page. Use this menu to navigate thru the InfoCenter. 7

8 InfoCenter The InfoCenter provides a wealth of information including product forms, sales and marketing materials, online supply ordering capabilities, updates and bulletins, helpful guidelines, as wellas important compliance information. Note: Each product and/or company InfoCenter will be very similar in nature but will contain different information as it relates to product availability. If a traditional insurance company that you are appointed with does not appear, please contact Agent Services at

9 InfoCenter Supply Ordering You can order Medicare Advantage and traditional insurance supplies online through AgentLink. To do so, simply follow these steps: Visit AgentLink ( Click on the link for InfoCenter. Select a Medicare Advantage Product or a traditional insurance company. Click the link for Order Supplies. This link will bring you to the CustomPoint ordering system, offered in partnership with our service vendor, R.R. Donnelley. Click on the CustomPoint User Guide to learn more about using our supply ordering tool. NOTE: You must be certified for the current enrollment season to order MA supplies from our online ordering system. Materials will not be shipped to you until after we receive confirmation that you have been certified with Universal American. For traditional supply orders, please make sure your state license and company appointments are current. For troubleshooting your access to CustomPoint, please contact Agent Services. 9

10 Reports AgentLink is your one stop shop for all the information you need to manage business. To access the Reports Menu, click on the Reports link in the left navigation bar. Once you have reached the Reports Menu, you can view your Enrollment Reports, Production Reports and Commission Reports by clicking the proper link within the menu.

11 Enrollment Reports Medicare Advantage Application Tracker When using App Tracker, you will have the ability to view: Medicare Advantage applications submitted online or via DirectFax When the application is sent for processing When the application is sent for submission If an application is pending, cancelled, withdrawn or denied When an application is incomplete and the reason why In an effort to make App Tracker as simple as possible, each step in the application process is color coded: Green for processing applications Yellow for pending applications Red for denied/withdrawn/cancelled applications

12 Enrollment Reports Medicare Advantage Application Tracker The App Tracker report will show all enrollments from October 15, 2009, to the present date. You may enter a date range if you wish to view enrollments submitted during a specific time period. The data can be sorted by product, process step, status, or date of last update. The report will track all Medicare Advantage enrollments regardless of how they are submitted. Please note that Direct Fax enrollments may be viewed 24 hours after submission, to allow time for data entry. Please check your reports daily to locate AgentLink enrollments that are marked by an asterisk. These markings indicate that your faxed enrollment paperwork is outstanding and must be submitted to the Plan within the required 24 hour timeline. Improve your timeliness and efficiency by following your enrollment submissions each day using App Tracker. 12

13 Enrollment Reports Print Cover Sheet By clicking this link, agents will have access to print a fax coversheet for Medicare Advantage enrollments submitted online via AgentLink.

14 Enrollment Reports Missing Image Report For Medicare Advantage enrollments submitted online via AgentLink, the missing image report will provide agents with a summary of any enrollments for which UAM did not receive the faxed paper enrollment containing the client s wet signature and how many days it has been missing. 14

15 Enrollment Reports Traditional Application Summary Report For those traditional applications submitted via E Apps, this report will provide a copy of the application that you can print for record keeping purposes. 15

16 Production Reports To view your production, select Production from the Reports menu. You will be directed to the Production Reports screen where you can select the agent, company, period, and policy type you would like to view production information for by using the drop down menus and clicking Search. You can view your production information on screen or in Excel format. 16

17 Production Reports Executive Summary Report This report is a manager only tool to report on production totals in the manager s downline of his/her hierarchy. Agents will only be able to view his/her own production in this report. 17

18 Production Reports There is a wealth of information on the production report about the business you submit. The first section of the production screen shows Summary Information: Issued Summary Total Applications Total Premium (Submitted, Issued & Incomplete) Application Status The second section of the production report provides a legend to help you understand the different terminology and abbreviations that are used on the AgentLink production statement. 18

19 Production Reports The third section of the production report provides production detail, including: Policy Type: CAN = Canceled ISS = Issued SUB = Submitted Policy Number Last 4 digits of the HIC # Member's Name Premium Transaction Date You can also export the production report to Excel format directly from the Production Detail screen by clicking on the Excel icon. 19

20 Production Reports Unit Production In addition to viewing your personal production, you also have the option of viewing Unit Production in AgentLink. Unit Production allows you to see: Production for additional personal agent numbers Production for your downline hierarchy (reporting agents) To view your Unit Production, go to the Production Reports menu then select Unit Production by clicking the circle in front of it. Enter the UAM ID# you want to obtain unit production information on (this could be the UAM ID number you are logged into AgentLink with or another UAM ID# you have). 20

21 Production Reports Unit Production Once you reach the unit production screen, you will see something very similar to the personal production screen (as seen on the previous page). The difference is that the Unit Production screen shows the production for all agent numbers associated with the UAM ID# that was entered. You can view individual agents' production information from the Unit Production screen by clicking on the agent UID in the first column. This will bring up that agent's personal production page. 21

22 Commission Reports To view your commission statement, select Commissions from the Reports menu. You will be directed to the Commissions Search screen where you can select the agent, company, and time period you would like to view commission information by using the drop down menus and clicking Submit. You will also have the option to view your commission statement on screen or in Excel format. 22

23 Commission Reports Commission Statements Your online commission statement will show cumulative commissions for all products. To view your commission statement detail: Select the row you want detail on by clicking on it The row will highlight orange Click on the row a second time A detail box will appear 23

24 Commission Reports Exporting to Excel To export your commission statement to Excel, select Commissions from the Reports menu. You will be directed to the Commissions Search screen where you can select the agent, company, and time period you would like to view commission information for by using the drop down menus. Change the report output function to Excel Download then click Search. After clicking search, a box will appear giving you the option to either open or save the excel file to your computer. If you simply want to view the file, click open. If you are planning on making changes to or viewing the file again at a later date, it is recommended that you save it. 24

25 Commission Reports Debit Balances To view your debit balances, select Debit Balance from the Reports menu. You will be directed to the Debit Balance Report screen where you can select the agent, company and agent status you would like to view debit balance information for by using the drop down menus and clicking Search. Your Debit Balance Report will open in an Excel Document or you can save it to your computer. 25

26 Commission Reports Commission History by Policy This search feature allows agent to search commission history bypolicy number for both Medicare Advantage and traditional insurance products. 26

27 Commission Reports Pended/Auto Release The Pended/Auto Release option will open a separate window in which you will be able to search, based on the criteria inputted, the business that has been pended for incomplete information. To access the pending enrollments, click SEARCH for a listing of all Pending based on the UID supplied, or refine the search by inputting more specific agent (from the drop down menu) or client information. The Pended/Auto Release report will display all pertinent enrollment criteria App Entered Date, UID, Office/Agency Name, Agent ID, Agent Name, Agent Phone, Agent , Client Last Name, First Name, Address, County, Phone, Product, Plan and REASON for the Pending Status. 27

28 Commission Reports Pended/Auto Release It will be necessary to use the bottom scroll bar to slide from left to right to view all the appropriate information. With a large number of pending applications it may be necessary to save the report to ensure that the pending business is resolved. There may be multiple pages involved in the report, check the bottom of the page and proceed to additional pages if necessary. 28

29 Commission Reports Premium Past Due A report has been created on AgentLink titled, "Member Premiums Past Due 15 days or more." and will be updated weekly. The website will use your Unique Identifier (UID) to determine past due members credited to you through any of our companies that sell Medicare Advantage. Your personal report of past due members will be displayed in a tabular format. To access this information select Reports from the main menu. To check the Premium Past Due report, simply select it from the menu and enter the requested agent identification information. Click Search and your personalized report will be created. 29

30 Commission Reports Premium Past Due Once you have accessed your Premium Past Due Report, you can view member details by clicking on the "+" next to the member's name. If you'd like to see all members' detailed information, simply click on the Expand All Rows button at the bottom of the page. 30

31 Medicare Advantage Sales Event Registration 31

32 Marketing/Sales Events: Formal, Informal Per CMS Chapter 3 Medicare Marketing Guidelines: Marketing/Sales Events Formal Events These are typically structured in an audience/presenter style with a sales person or plan representative formally providing specific plan sponsor information via a presentation on the products being offered. In this setting, the presenter usually presents to an audience that was previously invited to attend. These events allow a plan sponsor representative to proactively discuss the merits of a plan or plan(s) to an interested beneficiary. Plan sponsor representatives MAY accept and perform enrollments. Informal Events These are typically marketing events and are usually conducted in a less structured presentation and/or environment to an audience and/or passersby. They typically utilize a table or kiosk manned by a plan sponsor representative who can discuss the merits of the plan s products. Plan sponsor representatives MAY accept and perform enrollments. 32

33 Medicare Advantage Sales Event Registration As a reminder, all Medicare Advantage sales events must be registered before the event is advertised and/or promoted or ten (10) days prior to the scheduled event, whichever is earlier. You must register your upcoming sales event(s) through AgentLink. To access sales event registration, click on the Sales Events link in the left hand navigation bar. Upon accessing the Sales Events page of AgentLink, you will be directed to a page that will display your current Sales Events Calendar. 33

34 Medicare Advantage Sales Event Registration To register a sales event, click on the New Event tab. A form with three sections will appear. Make sure to fill out each section completely. The first section contains General Information about you and theevent you intend to hold. You must complete all sections by using the dropdown menus and fill in the blank field. The second section of the sales event registration form is for Required Location Information. This is where you provide all of the information about the venue where you intend to hold your seminar. 34

35 Medicare Advantage Sales Event Registration The final section of the sales event registration form is requesting the information of the person conducting the event. You should enter your name and a phone number and where you can be reached. You will then need to click that you agree to the attestation statement regarding sales events. Once the form has been completed, click the Submit button to complete the registration of your sales event. 35

36 Seminar Event Cancellation or Rescheduling To comply with the CMS Medicare Marketing Guidelines: Agents must notify UAM of any changes to marketing/sales events (e.g. cancellations, changes of room, and other updates) at least 72 hours (3 days) prior to the scheduled event via AgentLink under the Sales Events section. All marketing/sales events must be submitted by agents via AgentLink for proper submission to CMS. An must also be sent by the agent to Sales Support & Oversight. If an event is changed more than 72 hours in advance: The plan sponsor representative must notify beneficiaries of the changes by the same means they used to advertise the event. For example, if the event notification was sent via a UAM approved newspaper ad, the agent must place an approved cancellation ad in the same newspaper. If notified through personal calls, each attendee must be calledregarding the amendment, etc. 36

37 Seminar Event Cancellation or Rescheduling If prospects are notified of a cancellation more than 72 hours before the event, then there is no expectation that a representative of the plan sponsor be present at the site of the event. CMS permits last minute events to be uploaded into HPMS, however, expects that at least 90% of all formal and informal events will be uploaded at least seven (7) calendar days prior to the event s schedule date. If enrollment forms are being distributed, all other required documents from the CMS Medicare Marketing Guideliens Section must be provided as well: Enrollment instructions and forms. Written notice that plan benefits and cost sharing may change from year to year. Wwritten explanation of plan s grievance, coverage/organization determination (including exceptions) and appeals processes, including differences between the processes and when it is appropriate to use each. Plan ratings information on must be submitted as a standalone document. Summary of Benefits (SB). 37

38 Seminar Event Cancellation or Rescheduling If an event is changed less than 72 hours in advance: Agents are required to inform Sales Support & Oversight so the plan may update and notify CMS. The plan sponsor representative must ensure that a representative is present at the site of the sales event, at the time that the event was to occur, to inform attendees of the cancellation and distribute information about the plan sponsor. The plan sponsor representative must remain on site at least fifteen (15) minutes after the scheduled start of the event. If the event is changed due to inclement weather, a plan sponsor representative is not required to be present at the site. All canceled or rescheduled events must be submitted by agents via AgentLink for proper submission to CMS. An also must be sent by the agent to Sales Support & Oversight. 38

39 Rescheduling Medicare Advantage Sales Events Once a Medicare Advantage sales event has been scheduled in AgentLink, you have the ability to reschedule it. Select Sales Events on the AgentLink website. On the Calendar tab, select the event you wish to edit. Make your changes and then click Reschedule. A Sales Support and Oversight representative will be contacting you within two business days to confirm the changes. 39

40 Cancelling Medicare Advantage Sales Events Once a Medicare Advantage sales event has been scheduled in AgentLink, you have the ability to cancel it. Canceling an event in AgentLink is much like rescheduling it. Select Sales Events on the AgentLink website. On the Calendar tab, select the event you wish to cancel. Make your changes and then click Cancel. A Sales Support and Oversight representative will be contacting you within two business days to confirm the changes. Note: If your event was advertised or promoted in any way, CMS requires it to be canceled in the same manner. If you are unable to cancel the event in the same manner and with ample notification time, you or your delegate must appear at the location of the scheduled event to advise potential attendees of the cancelation. 40

41 Online Submission of Medicare Advantage Enrollment Forms 41

42 Medicare Advantage Enrollment Forms Agents must obtain signed enrollment forms from Medicare beneficiaries intending to enroll in one of our Medicare Advantage plans. To facilitate the processing of enrollments, UAM requires the agents to submit the enrollment forms through AgentLink or Direct Fax. Agents may not submit enrollments through AgentLink without obtaining a signed enrollment form. 42

43 Submitting Medicare Advantage Enrollments Through AgentLink AgentLink offers a convenient method of transmitting MA enrollments with greater potential for accuracy. Follow this three step process: Step 1: Obtain completed and signed paper enrollment form Provide prospective member with Summary of Benefits and temporary ID card. Notify prospective members of pending Enrollment Verification call. Enrollment instructions and forms. Provide written notice that plan benefits and cost sharing may change from year to year. Provide written explanation of plan s grievance, coverage/organization determination (including exceptions) and appeals processes, including differences between the processes and when it is appropriate to use each. Provide plan ratings information on must be submitted as a standalone document. 43

44 Submitting Medicare Advantage Enrollments Through AgentLink Step 2: Enter the information online; print fax cover sheet. Enter data within 24 hours of taking paper enrollment form. Have your agent writing number and UID number handy. Input the signature date (which may be different than the current date). Provide Scope of Appointment information where indicated. Print fax cover sheet at conclusion of online enrollment process. Step 3: Fax the original enrollment form, cover sheet and all applicable paperwork. Enrollment data must be entered online within 24 hours of taking paper enrollments. Original paper application, Scope form, bank form, and all other applicable enrollment items must be faxed within 24 hours of AgentLink online submission. Remember to use the fax cover sheet. 44

45 Traditional Insurance Electronic Applications 45

46 Electronic Application Process The E App process is a time saving online application process to submit traditional insurance applications at any time. Just complete the application online and submit electronically. No submission of paper applications. All forms are available online. Designed for both phone and face to face sales. Phone verifications are performed on all cases and voice signatures obtained. Applications are electronically submitted through AgentLink direct to the Home Office for processing. Application information goes directly into the administration system. 46

47 How to Access the E App Process Go to If you are a first time user, you must register to access AgentLink On the AgentLink homepage, select Traditional E Apps to begin the process Select Company, State and Product 47

48 Agent Licensing As with all other application submission methods, the agent must be licensed in the applicants resident state before the applicationcan be submitted via the E Application process (even if they are doing business over the phone). 48

49 AgentLink E Application Log on to AgentLink. Select Enrollments New Application or click on the green Traditional E Apps button on the right side of the home page. Select line of Business Traditional Products (This is a very different process than MA/MA PD enrollments via AgentLink) Select Continue Select Company, State and Product (Products available for E Applications include Senior Dental). Select Continue 49

50 Application Package Sales/Solicitation Material If the potential applicant does not have the sales materials already (agent dropped off or mailed), the agent can choose to these to the client. The client must have the application material to review prior to applying, per state law requirements. 50

51 Application Package Sales/Solicitation Material Select Application Package Sales/ Solicitation Material Select Confirmation preference and applicant address if applicable Tip: Send confirmations to yourself or the office admin for your records. Click Continue 51

52 Traditional E Application Complete the online traditional insurance application. Red Asterisks (*) are Required Fields Confirm signatures are Required Fields Date Fields may be selected by clicking on the calendar icon or entered manually; MM DD YEAR Click Next. 52

53 Traditional E Application Review and Edit Application Review Application Edit Application (if necessary). Select Edit at the bottom of the screen to make any corrections Click Submit Form 53

54 Special Forms Billing Information: Bank Draft Pre Authorization Form or Credit Card Information E app is billed through bank draft or credit card Company will be auto selected Enter Name of Insured Complete Banking Information Be sure to get bank routing number or credit card info before you start the e app process Verify Information Sign and Confirm Red Asterisks (*) are required fields Enter desired premium withdrawal dates Click Next Review form Edit button at bottom of screen Click Submit 54

55 Special Forms USA Patriot Act (if applicable) Complete Insured Name, Address and SSN/Tax ID number (with dashes) Complete Verification of Identity section Complete Insured and Agent Signatures, date and confirm Red Asterisks (*) are required fields Click Next Review and Edit if necessary Edit button is at the bottom of the screen Click Submit 55

56 Special Forms HIPAA (if applicable) Authorization Addendum Complete insured s personal information Date format should be MM DD YEAR SSN format includes dashes Complete Signature fields, date and confirm Red Asterisks (*) are required fields Click Next Review Edit button is at the bottom of the screen Click Submit 56

57 Special Forms Notice Regarding Replacement of Life Insurance and Annuities (If Applicable) Complete insured signature, date and confirm Date format may be selected by clicking on the calendar icon or entered in MM DD YEAR format Complete agent signature, confirm Review Edit button is located at the bottom of the screen Submit Button located at bottom of the screen Note: Replacement Forms, Disclosure Statements and other Notices s vary by state and may or may not be included in the online application. 57

58 Special Forms Disclosure Statement (If applicable) Complete all fields with required information Complete Signature fields and confirm Click Next Review Edit button is at bottom left of screen Submit button is located at bottom right of screen Note: Replacement Forms, Disclosure Statements and other Notices s vary by state and may or may not be included in the online application. 58

59 Agent Information For any traditional E Application product, please call to complete the voice signature or verification portion of this application. Voice signatures will be collected on every required form. If the applicant advises that he/she has not seen or does not understand the form(s), the callwill be terminated and the application will not be processed. At the end of the telephonic sales process, the agent will be asked for the application number that is assigned when the final Submit button is clicked. The Point of Sale telephone interviews have been combined with the voice signature script when you use the phone enrollment method. You will need to record the Interview number in the box indicated Telephone Interview Number: Click Next Review Please review the information and if you have any changes, click on the 'Edit' button at the bottom of the form. Submit If the information is valid, click on the 'Submit Form button to proceed to the next form. 59

60 Voice Signature Once you complete a traditional product application, simply contact the home office and a representative will collect the necessary voice signatures for the application and forms. Information collected from the telephonic sales for voice signature includes questions regarding demographic information, applicant's health details (if applicable) and confirmation that the applicant read and understood the special forms required. Examples of questions include: 1. The first form is the Bank Draft Form. Do you agree that we may draw from the bank account you indicated? If so, please give your voice signature by saying "Yes, I agree." 2. Do you understand that this insurance requires regular premium payments? If so, please say "Yes, I Agree." 60

61 Application Summary Application Complete! The application summary page indicates that the application has been saved and will be processed. The new policy number is indicated on this page for your records. Remember Do not send in a paper copy of the application or a check. Your application has been transmitted electronically and the first premium will be automatically deducted. 61

62 Hours of Operation and Phone Number for Voice Signatures and Verification Hours of Operation: Monday through Friday 9:00 a.m. to 8:00 p.m. Eastern Time Phone Number:

63 Administration The Administration link on the left navigation bar allows you tochange your AgentLink password. To do so, simply click on the Administration Link, then Change Password in the box that pops up. You will be directed to a new screen where you can change your password. The change will take effect immediately. 63

64 Contact Us The Contact Us page contains the key contact information for our support personnel. By clicking on the appropriate links a separate page will display with departments, contact names, phone numbers, fax numbers and address of personnel that will be able to help you. 64

65 Links The Links section contains links to other important company websites and services such as agent and physician and prescription drug search tools. 65

66 Congratulations! You have completed the Agent Link Tutorial. We hope this tutorial has helped you better understand how to navigate and use AgentLink. As you can see, AgentLink is a valuable tool that can be utilized 24 hours a day, 7 days a week from wherever you have Internet access. You can revisit this tutorial at any time. If you have additional questions about AgentLink, please contact Agent Services. 66