Systems
What system is used to document notes for a call?
Quickstart!
What do you aux for lunch in genesys?
LOG OFF!
What is the classification / intent when getting a call about Flex benefits?
Humana Spending Account Card / Flex
What is the members PIN# if asked?
last 4 digits of current card
What is the classification/intent when placing an OTC order?
Rx Mail Order OTC / Ordered
*remember your classification / intent excel thats in our cheat sheet pinned at the top of msteams! :)
What system is used to place centerwell otc orders?
GO2 DIGBOT!
After how many days should an address be verified?
90!
Will a member be able to use the Flex Allowance in 2025?
NO! The Flex is being removed from all plans in 2025!
What is the self-service app called?
Use Over The Counter Allowance Overview Mentor to answer:
Can a member use this benefit at Family Dollar?
NO!
What system is used to activate a card?
SOLUTRAN!
What mentor document is needed to be in compliance with HIPAA?
HIPAA OVERVIEW
TRUE or False: A member can use the Flex to pay a medical copay!
FALSE! Dental, Vision, & Hearing ONLY!
If member is doing bill pay over the phone, is there a fee?
*Humana Healthy Options Allowance Overview
Yes! Service Fee is $1.50
Use Over The Counter Allowance Overview Mentor to answer:
Can a member use this card while in Puerto Rico?
YES!
Members can use the Humana Spending Account Card while traveling to another state or Puerto Rico.
What system is used to go on que?
GENESYS!
What is the goal for ACW & HOLD while in production?
ACW 30sec, HOLD 60sec
What can the Flex benefit be used for?
Dental, Vision, & Hearing ONLY!
Use this mentor to find your answer & ctrl F "how can i" - Humana Healthy Options Allowance FAQ
Is pet supplies covered on this benefit?
Yes!
Can a member who ONLY has the OTC/Healthy Options Card also place orders over the phone with us?
YES! Under the Humana Allowed section, check the box that shows USE HEALTHY OPTIONS BENEFIT
What are the 3 ways you can access solutran?
go/solutran
hyperlink in debut
link in mentor
What is the number for bill pay department?
Members call 855-396-0691
Advocates Warm Transfer 877-909-2491
Mentor - Humana Healthy Options Allowance Overview
What are the 4 popular Vision Retails who accept the flex?
*USE MENTOR- Humana Flex Allowance Overview*
Target Optical, Walmart Optical, Pearle Vision Centers, & LenCrafters!
What items are NOT eligible on this benefit?
*use the Humana Healthy Options Allowance FAQ Mentor * & ctrl f "items that are not"
• Alcohol
• Tobacco or vaping products
• Gaming or lottery tickets
• Government services outside of government utility
• Pet insurance, veterinary services, or pet prescription medication
• Gasoline, including at Walmart
• Television (cable, streaming services)
• Hotels/Motels
On the OTC Order Process in DIGBOT, what do you enter in the Humana Allowed section?
The members remaining balance as showed in DEBUT