SilverScript Enrollment Portal 2015 Agent User Guide

Transcription

1 SilverScript Enrollment Portal 2015 Agent User Guide Your resource to efficiently navigate our award winning website Step by step instructions to maximize your productivity Updated May

2 How to get started on the SilverScript Enrollment Portal Table of Contents Section 1: Introduction and Purpose... 3 Section 2: Accessing the Enrollment Portal Login... 5 Section 3: First Time Visitor Screens... 6 Section 4: Welcome to the Enrollment Portal Section 5: Online Certification Training Section 6: Plan Offerings Section 7: Drug Lookup and Pricing Tool Section 8: Ordering and Printing Marketing Supplies Section 9: Reports and Enrollment Status Checks Section 10: Entering Enrollments in the Portal Section 11: Reference Materials Section 12: Troubleshooting Errors and Issues Please note that not all tabs and functionality are available to all SilverScript Enrollment Portal users Enrollment Portal content is customized for each SilverScript Insurance Company client Updated May

3 Section 1: Introduction and Purpose Welcome to SilverScript Insurance Company! We want to help you make the most of your time and help you get on boarded and producing as fast as possible. Please log in to the SilverScript Enrollment Portal the same day that you are provided with the Login ID and password to avoid a possible delay in completion of the remaining requirements on boarding requirements. Once you log in, you will be able to: 1. Complete the required Background Check Questionnaire 2. Proceed to Training and Certification You will not need to start the training immediately, but they certainly can get this out of the way, while they await the background check. At the least, you would go to the Training and Certification landing page and at the bottom of that screen, so that our systems register you in our training website for the training. These two pieces are fundamental to getting started on the right foot and headed toward success, especially if you have submitted an AHIP or Gorman training certificate for that plan year. This user guide will provide the following: Quick and easy information to help you access and navigate the SilverScript Enrollment Portal Find valuable, up to date resources supporting your efforts with selling SilverScript Insurance Company products and services. A place to manage your information; process SilverScript Insurance Company enrollments; view reports; Check client application status, download marketing materials; etc. Onboarding Timeline Expectations Receiving a signed contract is only the first step to onboarding. Once submitted, you will receive an with your Agent ID and a temporary password. Please log in, change your password, and enter your information into the SilverScript Portal in the Background Questionnaire. The sooner this is completed, the sooner we can get your profile active and on the way to Good Standing status. Updated May

4 Once you log in this first time, you ll complete the password reset and background check as described below, then it takes anywhere from 1 5 business days for it to come back to SilverScript, we change the profile from pending to Active, which triggers an to you as well as to any Admins who are set to receive Admin s. Note: If you haven t received that automated in 5 business days after completing the background check, please contact Agent Services at or ProducerSalesResource@CVSCaremark.com to verify whether it is still processing. The next business day after changing the profile to Active, we appoint your License(s) to SilverScript. You will receive another automated to let you know that your license(s) have been updated. Note: When it s busy in September/October this may take 2 5 days. While waiting for your background check to complete and licenses to be appointed, please complete the certification so you will be ready to begin marketing as soon as possible. Please use this Guide as a resource for navigating around our website, as it is very robust for our Agents to have access to as much detail as possible 24/7. What can an Agent do in the SilverScript Portal? Submit a New Enrollment, depending on the top level organization (SNMO) Check the status of your submitted enrollments View a report of how many clients are actively enrolled Order new Enrollment Kit supplies (New!) Check to see if a drug is covered in the SilverScript Formulary Estimate a client s annual drug spend in the Drug Pricing tool Securely communicate to Agent Services in Silver Mail Messaging services. Check to see if a pharmacy is in the Network View Plan offerings in the states where you are licensed Update your address, depending on the top level organization (SNMO) View and update your license info, depending on the top level organization (SNMO) Access useful Reference Materials Updated May

5 Section 2: Accessing the Enrollment Portal Login Go to: Enter your Login ID and Password Please disable any pop up blockers! Updated May

6 Section 3: First Time Visitor Screens Change User Password Based on direction from your Agency, you may be presented with a, Change User Password screen. If so, here s what you will see and what you will need to do. Your Old Password is the password your administrator provided to you. Choose a security question from the following options: The first time you enter the SilverScript Enrollment Portal, you will be prompted to create a new password and select a security question. Be certain to click Save. Updated May

7 Background Check Questionnaire Upon your first visit to the SilverScript Enrollment Portal, you will be prompted to complete a brief but required Background Check Questionnaire. Your Social Security Number and Date of Birth are required for timely processing of your background check. Be certain to enter your Social Security Number and Date of Birth correctly. Typos cause delays. Additionally, if you answer YES to any of the questions, please provide a brief explanation in the provided comments area. Updated May

8 Consent to Background Investigation Remember, to receive permission to market and sell SilverScript Insurance Company products and services, you must click on the I Agree button. Scroll to the bottom of the background check questionnaire to review the consent information. Click on I Agree to Submit Background Check determinations are processed as quickly as possible, typically within two to three business days. During heavy periods of new Enrollment Portal user registration determinations may take longer. Updated May

9 If You Answer Yes to any of the Background Check Questions, you will be directed to the following screen: Click Next and you will be taken to the SilverScript Enrollment Portal. Please answer the background check questionnaire truthfully. Answering with a Yes does not automatically make you ineligible for working with SilverScript. If you answered No to all the Background Check Questions and given consent for SilverScript to process the background investigation, you will be directed to the home page of the Enrollment Portal. You can proceed to taking the training course and test. SilverScript performs a background check for every new user. You can surf the SilverScript Enrollment Portal until your background check investigation is completed and even take the training course and test. However, you will not able to access any plan information or do any enrollments either under your name or on behalf of an agent. If you submitted any external course certifications from AHIP and Gorman, then the E1 Medicare Overview and E2 Compliance modules will be updated as Passing with a score of 98. Start with the E3 Product Process module, and if the Overview and Compliance modules have Updated May

10 not been updated within 5 business days, contact the Producer Sales Resource team to make certain that the Certifications were received and are updated correctly. Upon each subsequent visit to the SilverScript Enrollment Portal, you will be presented with the following screen to confirm that no information about your background check information has changed since the last time you logged in. If information you provided in the background check process has changed, then you must click the No button so that you can update your information. You must attest every time you log in that SilverScript has up to date information with regard to your background check responses. Updated May

11 If there has been a change to the Agreement since the last time you signed in, you may find a screen similar to this one. Please read the new agreement and scroll down to the bottom of the frame, as there will be a place to digitally sign the new agreement. Note: If you want a copy of the agreement for your records, you will want to copy the text in the frame and paste into a Word Document BEFORE you digitally sign and click to continue. Updated May

12 Additionally, if there are any expired licenses, the portal will display those for you as you log in. Copies of the license go to the Upline Administrator with whom you ve signed your contract. The Administrator will update the Portal if they have not set up permissions for users to update them directly. The Administrator then sends a copy to SilverScript for our Archives. Updated May

13 Choose Plan Year This screen is only present during the few months when two plan years are available for agent training and marketing. Updated May

14 Section 4: Welcome to the Enrollment Portal Secure Mailroom In the top left corner is the Secure Mailroom, where you can contact the Agent Support team with any questions or to update your documents on file, etc. Make sure to choose the most appropriate topic for that message so that it is routed to the correct team members. Contact Agent Support for help or with questions, especially containing PHI, send copies of completed & entered enrollments, AHIP certifications, etc. Access information and resources from these quick links Updated May

15 Important Information All current and past Agent Newsletters will be located here. Updated May

16 Composing a message in Silver Mail: To submit an Enrollment Application PDF 1. Select Category New Enrollment Docs 2. Provide a subject, like Enrollment M. Smith 3. Click on Browse 4. Locate your saved document in your computer 5. Select Open in the pop up window. 6. Click Attach next to Browse 7. Wait for it to display above the Browse bar 8. Enter the Enrollment confirmation number for that enrollment in the field to the right 9. Click Attach to the right of the confirmation number to display that number. 10. Leave a short note in the subject line regarding the message 11. Click Send Your message will be assigned a Task ID. You will also receive a reply when it has been answered. Please make certain that you check back in Silver Mail occasionally to see if we have replied yet. We try to answer questions within 24 hours; though during the busy season right Updated May

17 before AEP, there may be delays depending on the type of message, primarily due to volume of messages. Enter the Confirmation Number here, and then Click Attach. NOTE: You can attach more than one document in a message at the same time, but please make certain they are all of the same type, meant for the same Category of message. For instance, you can attach both the husband & wife s applications to the same message, or several enrollments at the same time, up to 10 enrollment attachments and their corresponding Confirmation numbers. Entering the confirmation number with the enrollment attachment validates that your enrollment was successfully processed without delay. Updated May

18 Please make certain that you are submitting the enrollments within 24 hours of taking and entering the enrollment, so do not delay in sending yesterday s enrollments to send later with today s business. Retrieving Messages: As with most programs, Bold items are unread messages. It will also display how many unread messages are in your inbox. Searching for a specific message: If you have the Task Number you can enter that in the Task ID Search and then click on Find Task. It will return just that message and all of the replies for that message. Updated May

19 You can also search for a certain subject line or type of message; just enter the search item and a date range. If you have an attachment or more than one attachment in a message, click on View Attachments and it will show all of the attachments in that message. Updated May

20 Section 5: Online Certification Training Note: All users must complete the Annual Online Certification training, including Admins. Access the Training and Certification Tab Click on the Training & Certification tab to access the required training course. The Training and Certification landing page provides instructions to access the FREE SilverScript online training course. Please read the information listed then scroll to the bottom of the page to access the training courses. Again, please read all of the information on this page, as there are some vital pieces of information that will answer questions regarding the upcoming plan year. Updated May

21 If you have already taken the AHIP or Gorman certifications, reading the information on this page will ensure you do not lose productivity by taking courses that we will give you credit for. Updated May

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23 IMPORTANT: If you are submitting your AHIP or Gorman certificate for the upcoming plan year, please take a moment to open the elearning site, so that it registers you for the classes. This in turn assists us in applying your AHIP/Gorman course completion to your Gradebook without unnecessary delays. Click Browse to find the Certificate on your computer, and then only click Send Certificate once. IMPORTANT! This will open a new window, please disable any pop up blockers first. Updated May

24 Also, please verify your Shipping Address for your initial supply of Enrollment kits. Once your profile is in good standing and you re certified, the system automatically triggers the first set of 25 Enrollment kits to ship to your address on file. Please make certain that this is a physical address. If it is populated with a PO BOX, or the address is incorrect, update it here so that there are no delays when the kits are shipped out. o A new window will open showing the training courses available to you. o As the elearning software begins to load you may see an internet system messages referencing an error trying to log you into the course. Do not be concerned by this message. Within a few seconds the CourseMill window will open and take you immediately to the My Courses page. If it does not load after a minute, you can close the window and click on Click here again. o You only need to take the course for the plan year in which you want to market. o If you contract in the latter half of the year and want to market for the current year and the upcoming year, you will need to complete both Product Process courses. We can apply the passing grade from the newer plan year to the previous plan year to save you time, just ask us to apply it so we know. Note: If you see a Log in screen Your browser probably has blocked Tracking Cookies and they are necessary to properly log you in to CourseMill, so that CourseMill can relay your status (Passed/Incomplete/Fail) back to the SilverScript Portal. Please see the Troubleshooting Errors and Issues Section at the end of this guide for help if you don t know how to allow our website to use tracking cookies. Click on the green icon to display all course modules. Updated May

25 Click on the blue icon to open the course. This % Complete and Status displays the info regarding that course. At the end of each module you will take a test of 20 questions. A score of 90% or above is needed to pass each module. You have only 3 attempts to pass each test module. Do not use the browser s back arrow or use right click/back, this leads to issues with the system and may cause you to fail the course. If you have submitted your AHIP or Gorman certificate for the plan year, you need to only complete the E3 Product Process course and the final ECert Certification. We only accept direct certifications from these two companies; we cannot accept them from competitors training, even if they have AHIP on them. We cannot accept certificates from other entities, like CMS or Pinpoint, or transcripts. We will accept State Department of Insurance certificates in conjunction with AHIP. If the Overview and Compliance courses are not showing Complete, please check in the portal every day or two to verify that they were entered. If they are not complete within a week after completing the Product course, please contact Agent Support at or ProducerSalesResource@caremark.com. NOTE: Stopping and restarting the course module once the first question has been displayed will count as an attempt, therefore it is advised to set aside time to prevent disruption. Updated May

26 Once you launch the course you will see a screen reminding you that you have only 3 attempts to take the course. Click OK and proceed to the course. Generally speaking, if you fail the test the first time, before you try again; please go to the Reference Materials Tab, Look for the [Plan Year] CERTIFICATION TRAINING MODULE, then find the course that matches the title of the course you are taking. You can use it as an open book test. Take your time. Read the questions carefully. We want you to succeed and we know your time is valuable. If you fail three times, you will not be able to represent our plans for that plan year. Updated May

27 The training courses do not progress automatically. You need to click the Start button, the Next button, or the Back button to navigate through the material. If you do not see them, maximize the window to the full screen mode. Updated May

28 Do not use the browser s back arrows or by right click menu, especially during the test at the end of each module, as this will cause issues with the way the questions are scored and may not be considered a technical error with the system. Use the navigation buttons here to read through the course materials. We strongly encourage you to thoroughly review the course material. History shows that people who fail the tests are the people who race through the slides assuming that they already know everything there is to know about Medicare Part D, or they don t read each question fully and carefully. Reminder: There are documents available regarding the Curriculum in the Reference Materials link in the menu. They can be used as an open book for the test at the end of each module. Updated May

29 Complete the Test for each course. ONLY use these buttons to go through the test. Some tests may not have a back button available. Note: After the 20 th question, there is a pause in the system while it calculates and displays the score. This is not the system freezing, nor is it any indication that you have not received all 20 questions. It is normal, please do not try to refresh your screen or go back. Updated May

30 Use the exit button here to close the course and have the system log your score. Note: The Medicare Overview and Compliance courses are usually available a couple weeks in advance of Product & Process Module. When all of the course modules are completed, the Certification module will display the arrow to open and complete the final module. Completion of the last Certification module allows the system to send the first packet of Enrollment Applications. After you agree to the terms and conditions for selling SilverScript Insurance Company products presented in the fourth module, you can print a Training Completed certificate. As you complete the final module, you will see a confirmation screen providing instructions to print your SilverScript Insurance Certificate of Completion. After printing the certificate, click the Exit button. Close CourseMill by clicking Logoff in the upper right corner of the page and closing that window or tab. You will now return to the Enrollment Portal. You can return to the training course or the Reference Materials links at any time to review the learning materials. You can also return to the Certification Module to re print the certificate if it doesn t print successfully the first time. Updated May

31 Passing all course modules listed will give you access to all features of the Enrollment Portal according to your user level. We do not need a copy of this certificate; it is for your records only. Our system will update the SilverScript Agent Portal automatically and upon returning to the Training page, just Refresh the screen, or go to the Home Screen to see your Training status update. The SilverScript Enrollment Portal functionality prevents users from accessing plan information, marketing materials, and enrollment forms until the certification test and background check are passed (agent appointments must also be processed, when applicable). Updated May

32 Section 6: Plan Offerings Select Plan Offerings Click on Plan Offerings and then Click Here will open a new window where you must select the State for which you want to see SilverScript plan information. Updated May

33 You will only see the states in which you are licensed or authorized to view. Once you select the state from the drop down bar, please click the View Available Plans button. The Plan Offerings page contains plan details including: Premium amounts, Deductible amounts, Initial Coverage Level Copay and Coinsurance amounts at Retail and Mail Order Pharmacies. Change plan design information here Updated May

34 At the top left of the screen, change the plan to either SSI Plus or SSI Choice to see the other plan design. You can also change the State here, if necessary. Updated May

35 Section 7: Drug Lookup and Pricing Tool The SilverScript Portal includes a Drug lookup and Pricing tool to assist in giving clients an estimate of their drug costs for the coming year. 1. Click on Drug Coverage and Pricing in the Tools section. Select Drug Coverage and Pricing Link This will open a new window where you select the State your client resides as long as you are also licensed & appointed in that state. Updated May

36 2. Click Continue after selecting the appropriate state. 3. Enter the client s drugs. The page will automatically show a list of medications as you are typing the name. Select the correct dosage. Updated May

37 Note the medicine cabinet code, especially when entering meds in advance of an appt. The number is only valid for 90 days. 4. When the drug name/dose is selected, the next option is to enter the quantity per DAY. If the medication is one that is taken once per week or once per month, change the drop down from daily to weekly or monthly as appropriate. Updated May

38 Note: If the medication is not in pill form, it will show that it is available in a bottle, tube, etc. and ask for the monthly quantity for that medication. 5. Once all medications have been added, scroll to the bottom of the list and click on Get Prices Select Get Prices 6. Enter the Zip Code where the client resides Updated May

39 7. The next screen shows the Total Annual Cost, including the cost of the Premiums, for the three plans. On this screen, you may change the pharmacies listed at the top, and you may change the starting month of the plan. 8. Also on this screen, you will find the breakdown of costs based on which plan and which pharmacy the client will be using. The Choice Plan has a list of Standard Pharmacies instead of Preferred and Non Preferred pharmacies. Updated May

40 9. The Monthly Budget will show how much the total cost of the medications are per month, how much the plan pays, how much the client pays and with the premiums, the total cost per month for the client. Updated May

41 10. You can then click Back to Pricing Details and it will give you a breakdown on the cost of each individual medication, where it will also display in the upper right corner which plan has been selected, and the premium for that plan as well as the pharmacy selected. Updated May

42 Displays which plan design is viewed Displays which Pharmacy is used for estimates 11. If there are Quantity limits, or if there is a generic available for that medication, then it will list it in the notes for each drug. Medications with a Utilization Management restriction such as Quantity Limit, Step Therapy and tiering exceptions will display the option to Start Determination Request Online. This is not needed if the QL is greater than the amount needed by the member. Generic Alternatives are listed here if they exist Utilization Management Restrictions are listed here 12. At any point, if you select Edit Drugs on the bottom of the screens, you will be taken back to the drug search screen, and there is a Medicine Cabinet code that will allow you to go back within 90 days to view your client s medications and pricing. This is found to the right of where the drugs were initially entered. Take note of this Medicine Cabinet Code and password. Updated May

43 13. To retrieve the list from the main Drug Search screen, enter the code, then click on Retrieve Drug List: 14. Enter the password if requested and it will display the client s drugs that were entered previously. Updated May

44 You can refer back to this code only within 90 days from when you first entered the medications, after that, the code will not retrieve any information. Updated May

45 Section 8: Ordering and Printing Marketing Supplies After passing the Certification Training exam, you will have access to print or order marketing supplies. SilverScript offers a variety of materials to aid you in delivering the message about our Prescription Drug Plans. To print or save PDFs to to clients, go to Supply Room Save or Print supplies here We make PDF files of our materials available for you to download at no cost. Just proceed to the Plan Offerings page. After reviewing the items you should click the "Download PDF" button. You are then able to print unlimited amounts of our materials right in your own office. Again, downloading these PDF files is absolutely FREE. Updated May

46 If you are an Intermediary Admin who also sells plans as an agent, to order Enrollment Kits for yourself or an Agent in your downline, click on Fulfillment trigger for agents. Enter the Agent ID, click on Find, then verify the name/shipping address. Kits are ordered in packages of 10, so if the agent is requesting 25 enrollment kits, please enter 30. Kits are generally shipped out within a day and received by the agent within a week of data entry during most of the year, and are shipped 2 nd Day delivery during AEP. We cannot ship to PO Boxes, so please make certain you have a physical address listed above so that it will arrive without delays. Updated May

47 Agents will see the Supply Room screen like this and can either access the PDF s or order their own enrollment kits: View or Print PDFs of individual components here Order more enrollment kits here Supply Room If you are licensed in more than one state, you can use the drop down to select which state you want to view. Updated May

48 Downloadable materials include Enrollment Kits that contain all the required documents you need to provide to a prospect when processing an enrollment, as well as a la carte materials such as the formulary, Scope of Appointment and brochures. Verify correct plan year is displayed. One PDF for everything in the Kit Updated May

49 Additional Post enrollment Member forms are available at the beneficiary site For Agents, Ordering more enrollment kits is completed by going to Supply Room, then clicking on CLICK HERE to Re Order Enrollment Kit. This opens up a new page where you can submit your own order for more kits, in quantities of 10 kits to 250 kits, and you are able to update the shipping information in the yellow and white fields. It will also display the previous fulfillment details for kits that were ordered, so you can check the status. Updated May

50 Section 9: Reports and Enrollment Status Checks By clicking on the reports tab, you can review enrollment information on your SilverScript book of business. You are able to view information on individual enrollments such as member ID number; drug card ID numbers such as RxBIN, RxPCN, and RxGroup; low income subsidy level; late enrollment penalty amount; approved payment method; and other information from the member s enrollment application. Click on the REPORTS tab Updated May

51 Agents can adjust Start & End Dates to narrow down or expand the report range. All red data fields are hyperlinked, enabling users to drill down for additional information. Updated May

52 Summary snapshot of enrollments displays all of the enrollments for your organization by plan type i.e. SilverScript Basic, SilverScript Choice, SilverScript Plus (plus EGWP for organizations marketing to employer groups) and by enrollment status i.e. total enrollments submitted for each plan, total enrollments active (enrolled by CMS), pending (at CMS), disenrolled (by CMS), cancelled (by CMS or member), denied (by CMS) and correction needed. Enter Agent ID, then above click Search.. Updated May

53 Click on any red number to see the enrollment Report for that section. In the next screen, if you have had a large number of enrollments submitted, you can search for a specific enrollment by member HICN, Mbr Last Name only, or Mbr First Name only. Just enter the info and it will automatically display. To try a different search, type the new search data. You can also export all of this data into an Excel spreadsheet for your company s reports/records, etc. Updated May

54 Export will offer the following options: You can either choose a secure file location to save the file, or you can just open the file to view and then close with or without saving. All of the information displayed in the Report will be included in the Excel document. Also, the ID card information for a member who hasn t received or has lost their ID card is located at the top of the enrollment report, used along with their G ID#. You can print a Temporary ID card from this screen and write in their name and G ID# (policy#). Member ID card information is provided here. Enrollment Portal users can drill down on any enrollment to review member specific details. Updated May

55 The next several pages provide examples of the information available to Enrollment Portal users by drilling down on the Application Date hyperlink. (PHI / sensitive data has been removed.) This field now displays the Member s ID Number. Updated May

56 The TRRCode1 is the newest information code received from Medicare regarding the member. Updated May

57 If there was Correction needed for an enrollment, this code may offer information for what is wrong. Note: BEQErrCode stands for Beneficiary Eligibility Query Error Code, and may display HICN invalid or Failed to Scrub which both mean that there is something wrong with either the spelling of the Member s First or Last name, the Date of Birth, Gender or the Medicare Claim Number (HICN) is wrong. Other error codes may also be found. Updated May

58 Section 10: Entering Enrollments in the Portal Agents must confirm that the client has signed and dated the completed application form. All agent enrollments applications must be data entered into the SilverScript Enrollment Portal within 24 hours of agent receipt. Instructions for submitting the hard copy paper enrollment form after data entry are found in the agent section of the application. If the enrollment application is incomplete NO ALTERATIONS MAY BE MADE TO AN ENROLLMENT APPLICATION BY ANYONE OTHER THAN THE CLIENT AFTER AGENT HAS RECEIVED IT. o For example, the client has signed and dated the enrollment then mailed it to the agent. The agent has signed and dated the application upon receipt and the CMS clock for timely processing is now started upon agent receipt. You are about to data enter the enrollment application on behalf of the agent, but you notice there is missing information. This is an incomplete application. Immediate action must be taken through the agent completing one of the following: The agent will need to obtain the missing information on the original application from the client along with the client initials next to the change. The agent will need to obtain a replacement application that is accurate and complete. An agent must have a clear background check, passed the training, have a valid, current insurance license in the primary state of residence for the agent s Medicare client, and be appointed in that state, as required by state law. AFTER RECEIPT OF ENROLLMENT APPLICATION The method of submission varies by SNMO. Specific instructions appear on the SilverScript Enrollment Portal enrollment page. Updated May

59 Click on the ENROLLMENT tab Updated May

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61 To enter an Enrollment that was either written on a paper application or was entered directly into the portal while the client was in the office, select the method the agent received the enrollment. Either they received it in the mail or they completed the enrollment face to face with the Beneficiary/Client. The online enrollment form has several screens to complete. All you will need to do is enter the data into the online form just as it appears on the signed, paper enrollment form. The last screen of the online enrollment form contains an Enrollment Confirmation number. We encourage you to print the confirmation screen or write the confirmation number on the signed, paper enrollment form, there is a line provided for it on page 6 of the paper application. Note: Remember, IEP is different for Med D PDPs than Med Supplemental plans; the difference for PDPs is that the IEP is either Part A or Part B, whichever comes first. If they have had Part A for several months or longer, and are just beginning their Part B, then this does not qualify as an IEP for PDP plans. Please select the appropriate SEP. Do not use New to Medicare. Also, IEP enrollments MUST follow this Effective date rule: Updated May

62 The first screen will request the way you or the Agent received the completed enrollment application, and whether there is a Scope of Appointment. The Plan Year is displayed on the top, after your name. The next screen will have options to choose the desired plan and the Election Period. Make certain that the Plan you select matches the plan on the paper enrollment form. Please make certain to select the same plan as on the enrollment application form No Dashes or Spaces When you select the Election Period of Initial or Special, you will see a new text for Reason Codes appear in red. Click here for Initial and Special Elections Updated May

63 This will bring up a Pop up window. Select the correct Election Reason and if necessary, enter the date using the calendar that pops up. Once selected, scroll all the way down to the bottom, and then click on Select & Close. Updated May

64 Enter the application date and effective date of enrollment, using the calendars. Updated May

65 A few Helpful tips for entering an enrollment: 1. Make certain to choose the correct Election Period from the Pop up box that appears when selecting Initial or Special. (Annual is ONLY used between Oct 15 th and Dec 7 th.) 2. Watch the Member Name: It s entered as Last Name, Suffix, and then First Name, Middle Initial, and title. 3. Phone numbers and Medicare/Railroad Retirement Claim Numbers must not have dashes in them or a space after the last number/letter. 4. It s not complete until you have a Confirmation number. 5. Don t forget to submit the paper application, and SOA if applicable, as soon as you have the confirmation number. If entering the enrollment application directly into the portal, submit the printed copy with the client s signature and date. 6. IEP for PDPs is different from Med Supps. It is based on the date the client first became eligible for Part A or Part B, if they are different. Updated May

66 If Automatic Bank Draft Withdrawal is selected, there will be a new section added to enter the Account information. If the client s premium is going to be automatically deducted from their SSA or RRB check, make certain to ask which one. If you select the wrong one, the deductions will take even longer to process than the usual 2 3 months. Hint If the Letter is at the beginning instead of the end of their claim number, they are probably collecting RRB benefits instead of SSA benefits. Please ask the member to clarify. Updated May

67 Please do NOT use any punctuation, as it will not accept the data. Updated May

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69 Click on Continue to go to the next screen. Updated May

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72 The next page allows you to review the information you have data entered, please review for any errors before clicking Submit at the bottom. See next two pages for the remainder of the table. Updated May

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74 When you click submit this actually submits the enrollment and gives you a confirmation number. If you do not receive a confirmation number, the enrollment has not been submitted. Updated May

75 Write this number on the bottom of page 6 of the paper application. Once you have received this screen, make note of the Confirmation number. You should also receive an with this confirmation number and the client s name for his/her records. As long as you have this confirmation number, the enrollment has been submitted. The last screen in the online application process displays a confirmation number. We encourage you to print the screen or write the confirmation number onto the signed paper enrollment application form. Note: If the enrollment was entered directly into the Enrollment Portal, print a hard copy of the enrollment form for the member s records and another for submitting the application with yours and your client s signatures with the Scope of Appointment to SilverScript Insurance. Updated May

76 Section 11: Reference Materials The reference materials link gives you instant access to many documents that can be used for quick reference for most of your day to day operations. Click on the Reference Materials tab Updated May

77 There are many other important documents that are useful to both the Agents and to the Agencies, NMO s and SNMO s, specifically the Medicare Marketing Guidance, Sales and Marketing Event Template and Marketing Event Instructions. Be sure to check back because new items are added all the time. Updated May

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79 Also, check out the Miscellaneous Good Stuff for Members at the bottom for some important information that will help answer common questions from Agents regarding their Clients. If for any reason a Member Form above doesn t pull up correctly from the link, Member Documents can be located in the SilverScript beneficiary website here: Updated May

80 Section 12: Troubleshooting Errors and Issues This section is provided as a basic assistance for agents who are not familiar with computers and browsers, based on the common questions we receive and SilverScript is not responsible for any changes or updates to the various browsers and to enable access to the SilverScript website when issues arise. Most issues can be resolved by clearing tracking cookies and/or enabling cookies to be tracked. Issues with Internet Explorer Tracking Cookies and/or Pop Up Blocker Click on Tools and Delete Browsing History, then checkmark only the first four boxes, and click Delete. Updated May

81 To enable SilverScript tracking cookies to function correctly, click on Tools: Then click on Internet Options: Updated May

82 And then click on the Privacy tab and Sites: Updated May

83 Enter in the line for address of website: Click on Allow then OK. Updated May

84 For the Pop up blocker, to enable just trusted sites like the SilverScript Agent Portal, click on the Privacy tab, check mark the box to turn on Pop up Blocker then click on Settings: Updated May

85 Add *.silverscriptagentportal.com then click on add. Then click on Close. Updated May

86 Issues with Firefox Tracking Cookies and/or Pop Up Blocker To clear cookies and set up the pop up blocker to allow SilverScript pop ups and new tabs click on Tools, then Options: In the Content section, checkmark the Block pop up windows and then click on the Exceptions box. Updated May

87 This will open a new window, to allow sites to pop up new windows or tabs. Enter the website address then click on Allow It will then show up in the site below. You can also allow other trusted websites in the same manner. When done, click on close. Updated May

88 To clear out all previous tracking cookies, click on Privacy at the top, then clear all current history. Updated May

89 This will open a new window that will let you set a time range and what types of tracking cookies to clear: Check the three boxes at the top and then click on Clear Now. Updated May

90 Issues with Chrome Tracking Cookies and/or Pop Up Blocker Click on the three bars to the right of the address bar, and then click on Settings: Click on History to clear the browsing data/cookies. Updated May

91 Then click on Clear browsing data which will then give you a pop up screen. On that screen, select the beginning of time from the options in the drop down box, and check mark the first four boxes only. Then click on Clear browsing data. Updated May

92 Updated May

93 You can select the recommended setting, or choose Block Sites from setting any data. If this is checked, then click on the Manage exceptions box. Updated May

94 Add and click on Allow. Updated May

95 For Pop up blocking, if you have it set to not allow any site to show pop ups, then click on Manage Exceptions. Updated May

96 If your questions are not answered by reviewing Reference Material items, please escalate your issue to your Upline Administrator. Your Upline s SilverScript liason will contact the SilverScript Account Manager for issue resolution, or call SilverScript at Updated May