Returned Mail
Return address on correspondence is AARP Member Benefits
PO Box 9003
Huntingdon Valley, PA 19006-9998 - would this be Undeliverable Mail or Return to Sender Mail?
Returned Mail Procedures - Contingent White Mail -
Return To Sender (RTS) = All mail returned to the Claims PO Box is considered RTS Mail.
If you are transferring a piece of correspondence to CPD to handle and the piece contains PHI, do you check the PHI button?
You received a piece of correspondence and the member is a GRS account. If you are not GRS trained, do you Forward the piece or Transfer the piece?
Transfer to the appropriate GRS sub area
When the date of birth is missing from the BRC, attempt to obtain the DOB from the results populated in the Contact Search applet.
If the DOB cannot be found or obtained, send the appropriate LWS letter.
Can we accept a privacy form signed by someone other than the member?
We cannot accept authorization to another person from an authorized person without legal documentation.
If a privacy authorization form is signed by a Power of Attorney / Guardian/ Conservator that already exists in the Aux Party Applet, transfer to CPD for handling
Privacy Guidelines - CPD
What is the correct way to handle the following scenarios?
Address Change Letter or
Mail Returned for Non Member or
No Contact in Breeze
Returned Mail Procedures - Contingent Whitemail
Update Status as Closed - No Response Needed
Never - this sort is specifically used when processing work from the FOX system
Where would you find the WM Transfer Picklist in Knowledge? Where would you transfer a piece of Undeliverable Mail where the addresses don't match?
White Mail Image Transferred Area and Sub-Area Chart
Trick question - you would not transfer this per returned mail procedures - Undeliverable mail when the address matches does not get transferred to CPD
When scheduled to process correspondence and no work drops in, how long should you wait until you update your schedule and go back inbound?
Under no circumstances should staff be waiting more than 2 minutes for pieces to become available. If no work is presented after 2 minutes, notify your immediate leader to have your schedule updated and make yourself available to receive calls.
How to Process White Mail Activities in Breeze
How would you handle a privacy authorization form if the form not signed, not dated, or missing the name of an authorized person?
Send the Privacy Return Auth Form letter and choose the appropriate conditional paragraph.
Privacy Guidelines - CPD
When is it acceptable to Forward a whitemail piece to the Special Mail Undeliverable CPD Sort.
Never
Forward the piece to the Medicare RX Corre/Kit sub area, Partner would be AARP.
Transfer or Forward - You have a piece of returned to sender mail and the address does not match, would you transfer or forward this piece and what cpd sort or sub area would you choose?
Transfer to Return to Sender - CPD.
Can you request a reimage for a fax or returned mail?
Do Not request Undeliverable Mail or RTS Mail or a faxed White Mail to be reimaged.
How to Process White Mail Activities in Breeze
How do you handle a privacy form signed with an X, and has a witness' signature?
Handle the form as an acceptable completed form.
Privacy Guidelines - CPD
True or False - if the Post Office indicates a new address on the postal sticker, you can update the address in Breeze to the new address?
False - you should NEVER change an address based on the postal sticker
If the piece of correspondence you are not able to handle, how would you get the piece to CPD?
Transfer to the General Service - CPD sub area. CS & S is NOT CPD and you should not be forwarding to CS & S.
Where in Knowledge would you find the Forward pick list for correspondence? Where would you forward a back date term request?
White Mail Image Forward CPD Sort Picklist Chart
Per the chart, back date terms would go to the LVO billing sort
If the source code on the BRC does not work, how do you handle?
You must pend the piece with the comments source code not working (or something similar)
How do you handle a privacy authorization form signed with an X, and does not have a witness' signature?
Generate a Privacy Authorization Letter and then send the Priv Auth Recd Cannot Use letter.
Privacy Guidelines - CPD
What is the official name of the postal sticker?
Nixie sticker
If the customer resides in Florida, is there any special handling required?
No. All advocates can now handle Florida inquiries.
What is the difference between a Transfer and a Forward?
A transfer stays within the CPD group, a forward goes outside of Optum to our partners (UHC, Delta, Metlife, etc)
What is the difference between a tax letter and payment status letter?
A tax letter provides the dollar amount of actual payments received during any given time frame and the payment status letter provides the amount due and received.
If a request to revoke or remove and authorized party, can this be completed in correspondence.
Yes, the request must be in writing and this is a correspondence function to terminate the authorized party in Breeze.