REWARDS
How long does it take for a member to receive their earnings into their HSA account?
WHAT IS 14 BUSINESS DAYS
What are our eligibility source systems?
WHAT IS ACET, CDB, Cirrus, UM, OBM
How do you relink a Tracker?
WHAT IS
What is the email address for UHC Rewards?
WHAT IS unitedhealthcarerewards@uhc.com
What template is required when routing a case for a lost device?
WHAT IS
Lost Device Claims
Reason for Inquiry:
Member's Preferred Phone Number:
Bestbuy Order Number:
Tracking Number:
Empty Box Deliveries Only - Was shipping package damaged/re-taped? Y/N
How long does it take for an HIA account to be created?
WHAT IS 3 to 5 BD or Up to 5 BD
True or False: You can provide a member’s digital gift card number over the phone?
WHAT IS FALSE
If there is no RID in ACET, where would we go to get that information?
WHAT IS UM-Eligibility Tab
What steps do we take when a member had a flu shot but has not been rewarded?
WHAT IS Direct the member to attest to receiving the flu shot in the UHC Rewards experience. If the member attesting does not apply the reward in User Manager, tag @flushot in the UHC Rewards Only Chat.
What are the hours of operation for UHC Rewards?
WHAT IS 7AM to 6PM CST
Once a member has ordered a device, how long will it take to receive the device?
WHAT IS Within 5-10 BD
How long does it take for SET to get to a case once it has been routed?
WHAT IS 14 Business Days
What redemption option does Level Funded members have?
WHAT IS HIA OR HSA
What does CS and CR mean?
WHAT IS CS= CDB (Consumer Data Base) CR= Cirrus
What steps do we take if a member does not see Cervical Cancer Screening as an available activity, but believes they should be eligible for the reward?
WHAT IS To the best of your ability, verify the member meets the above requirements. Route the case to the Service Escalations Team for review. Advise the member that their case will be reviewed, and they will be advised of reward eligibility after the investigation is complete.
What is the phone number for UHC Rewards?
WHAT IS 1-866-230-2505
How long should a member allow for their biometric screening to be rewarded after it processes?
WHAT IF 4 weeks
Where do we find the steps to walk a member to manually add an HSA account via Plaid?
WHAT IS KM1931501
What information do we need to collect from the Member option in CDB when we need to go to Structure?
WHAT IS Group/Policy #, Plan Variation, and Report Code
What steps do we take if a member entered the wrong account and routing number in Plaid manual entry?
Advise the member to enter the three-letter verification code incorrectly three times. You can suggest entering 'ABC'. Failing three times forces the member to reconnect; they can now type in the correct routing/account number.
What information do we need to gather from a member who is calling?
WHAT IS First and Last Name, DOB, Address, Group Number, Group Name
Can devices be returned or exchanged?
WHAT IS No, all sales are final
How long should a member allow for the annual checkup to be rewarded after it processes?
WHAT IS 10 weeks
If a members Financial Card Type in ACET is BLANK, what is their redemption option?
WHAT IS TREAT AS IPLAN= GIFT CARD ONLY
What eligibility source system do we use for ASO and ASO Custom groups?
WHAT IS OBM
What steps do we take if a member can’t see UHC Rewards on Mobile app?
WHAT IS Verify the member is not out of the country at the time of access AND Verify the member is eligible for UHC Rewards
True or False: We can cancel a One Pass subscription?
WHAT IS FALSE
If a device is defective, who do we refer the member to?
WHAT IS The OEM (Original Equipment Manufacturer)
How long should a Level Funded member allow for the Virtual Visit to be rewarded?
WHAT IS Level Funded members do not get rewarded for Virtual Visits