General inquiries
Which department can we reach out for a repeat caller?
What is MET?
Member want to place an OTC order using their spendables card. What Call driver would you select?
What is Benefits Inquiry ?
Who can make changes on a member's account without the member needing to provide verbal permission?
What is POA?
What does PCP stand for?
What is Primary Care Provider/Physician?
What is the timeframe for member to receive their OTC order?
What is five to seven calendar days?
When is AEP season?
Member received a letter from Wellcare informing them the services received were not paid or covered. What call driver would you select?
What is Claim Inquiries/Status?
Who can act on the member's behalf in connection with a claim, grievance, or appeal?
What is AOR?
What does D-SNP stand for in Medicare?
What is Dual Special Needs Plan?
What is the timeframe for the member to receive their ID card?
What is 14 business days?
What is the term reason for a member that their plan was terminated for 2027?
What is PTSAR?
You just received a Test Call? What call driver you would document this?
What is other?
What can a member provider to a third party caller if they do not have a documented authorization form on file?
What is a verbal permission?
What is CMS?
What is Center for Medicare and Medicaid Services?
How long is a verbal permission valid in the member's account?
What is 7 calendar days?
How many times can you make changes during OEP?
What is 1 time?
Member requested to disenroll and received a denial disenrollment letter. What call driver would we select?
What is Disenrollment Request?
This form is only valid up to one year from the signature day on request, and can be revoked by the member at any time with a written request
What is AOR?
What is MSP?
What is Medicare Savings Program?
How long does it take for a standard authorization?
What is 7 calendar days?
If a member calls and says "I went to the pharmacy, and I was advised that I have Wellcare, I did not know that." What type of call is this?
What is marketing misrepresentation?
Member provider is no longer in network due to a provider network termination. What call driver would we use?
What is Provider Related Inquiry?
If a Sales Agent or Broker is calling, please ensure to change the caller type to...
What is Sales/Broker?
What does IPA commonly stand for in a provider-network context?
What is Independent Practice Association?
When would the member received their $100 reward for completing the in-home assessment?
What is 21 business days after completion of assessment?