General call handling
Time period for Medicare open enrollment
What is Oct 15-Dec 7 2026?
Refer to KM1235059, KM1907051 & KM2254264
Two cards members will recieve for their health care services and eligible plan benefits.
What is a member ID card and Ucard?
Refer to KM1235059
Educate members on how to access materials through the member website and UHC app.
What is self service through member portal?
Refer to KM1235059
This organization is committed to helping people live healthier lives by guiding beneficiaries through industry changes and connecting them with health plans that best fit their needs.
Who is UHC?
Refer to KM1235059
The following attributes integrity, compassion, inclusion, innovation and performance describes who's values.
What are UHC values?
Refer to Sparq
True or False: Medicare eligible recipients can make the following changes which will take effect January 1 of the following year:
Sign up for a plan
Switch plan
False, Leave a plan should also be included.
Refer to KM1235059
Optum home delivery effective Jan 1, 2027 may not be available in this state due to a law passed that prohibits PBM owned pharmacies from being licensed in that state.
What is Arkansas?
Refer to KM1235059
These documents may not be available for mailing or download for 2027 plans.
What is evidence of coverage and summary of benefits?
Refer to KM1235059
This particular plan delivers exceptional value by preserving essential benefits, minimizing out-of-pocket costs, offering a wide selection of $0 premium plans, ensuring broad access to care and providing superior member experience.
What are UHC Medicare Advantage plans?
Refer to KM1235059
These are the Medicare requirements for healthy food and utility benefits for 2027.
What is
1. Have one or more comorbid and medically complex chronic conditions that are life threatening or significantly limit the overall health or function of the enrollee. (managed by reviewing claims data)
2. Have a high risk of hospitilization or other adverse health outcomes.
3. Require intensive care coordination.
Refer to KM2077051
True or False: Members must call to re-enroll to have their current plan continue into 2027.
False, members will automatically be re- enrolled to the same plan for the new year.
Refer to KM
True or False: Medicare requirements will remain the same for the healthy food and utility benefits.
False, members will need to meet more defined Medicare requirements.
Refer to KM1235059
True or False. Never check past call logs when ordering duplicate copies of materials.
False, Always check past call logs.
Refer to KM1235059
True or False:
UnitedHealthcare is continually investing in technology and services to deliver the best possible experience for its Medicare Advantage members.
True, UHC is continually investing in technology and services to provide the best possible experience for our MA members.
Refer to KM1235059
Advocates refer this to members for when they need the summary of benefits and evidence of coverage for their 2027 plans due to not being available at this time.
What is the member portal?
Refer to KM1235059
This is the department you would connect member to discuss a lower cost plan for the new year.
What is a transfer to telesales?
Refer to KM12111684 & KM1907051
True or False: Medical services received outside of the United States will no longer be covered. This includes emergency, urgent and routine care.
True, If member plans to travel internationally, they may want to consider purchasing seperate travel medical insurance.
Refer to KM1235059
This is what you use to verify if a medication is covered.
What is a formulary?
Refer to KM1774802 KM1774808 & KM1235059
For these types of calls, when a member authenticates through the IVR system, advocates are not required to verbally acknowledge that the member has been authenticated.
What is an inbound call?
Refer to KM1007997
True or False: PPO plans will not have post discharge meals in 2027.
True
Caring for yourself after an abusive call.
What is taking a breath, talking to your colleagues and using available resources.(Optim emotional support line 1-866-781-6396, www.liveandworkwell.com access code: United)
Refer to KM2078001
This plan allows members to recieve care from out of network providers however, beginning in 2027 members may pay coinsurance for covered out of network services.
What is a PPO plan?
Refer to KM1235059
This determines which materials a member can recieve, such as provider directory, formulary or pharmacy directories.
What is the members eligibility with their plan?
Refer to KM1235059
One mission. One Team. United by our values. These are which companies culture?
What is UHC culture?
Refer to Sparq
Advocates response to why premiums were increased.
Why are premiums reviewed each year and may changed based on Medicare rules, prescription drug costs, and plan changes. For 2027, A CMS program that helped limit Part D premiums increases was not renewed.
Refer to KM2260954