Passport
What is Passport?
is a travel benefit available to members in eligible Medicare Advantage plans.
Prior to this step what must be done?
A proper opening must be issued before asking any questions.
What are the three ways to acknowledge a member?
Repeat and confirm
Repeat and personalize
Restate and offer empathy
Which step do advocates commonly combine this with?
Acknowledge
What does the acronym HIPAA stand for?
Health Insurance Portability and Accountability Act
Can you use passport with any provider?
Care providers must be contracted with UnitedHealthcare Medicare Advantage to provide services to members who use the Passport travel benefit.
When does this step re-occur?
At the closing of the call to verify if you have met all of the needs of the member.
How should an advocate address the member?
Sir/Ma'am or by their First or Last name
What kind of words do advocates stay away from during this this step?
Negative/ Stressor words
What is the purpose of HIPAA?
To safeguard and deter unauthorized access to protected healthcare information.
When a member uses Passport, do prior authorization, advance notification and referrals still apply?
Yes. Prior authorization and advance notification requirements still apply.
True or False: You must do this before HIPAA?
True.
What must never be done when addressing a member.
Calling them nicknames
Which step is this?
The final step or the 3rd step
When should an advocate verify HIPAA?
Before giving out any personal health information.
How do I know if I participate in Passport?
Information is included in your participation agreement if you participate in UnitedHealthcare Medicare Advantage plans that include the Passport benefit. You can also call your Physician Advocate or Network Management Representative to confirm your participation in Passport.
What should an advocate do if a member offers the required PII for HIPAA verification during this step?
Allow the member to continue and input the information then immediately pick back up 3-part start.
Is it ok to rephrase what the member has said to properly understand the issue?
Yes.
What follows after this step?
Connector Convo
What is an IVR?
Interactive voice response.
Who do I contact if I have questions about passport not answer in the provided FAQ?
call Provider Services at 877-842-3210
What is your primary duty during this step?
To listen intently.
True or False: During this step we can verify HIPAA.
NO, unless the member has already started providing this information.
After advocates complete 3-part start should we move into HIPAA?
Yes HIPAA information should be collected before providing the member with a resolution to the issue that made them call UHC.
Are advocates the primary source to obtain HIPAA information?
No. When calls are made interactive voice response requires information locate account, any info obtained through IVR will populate to the advocate's system.