Basics
We use this tool to search for members and update account details.
CRM
The __ card provides members with convenient access to participating retailers with the __ technology to purchase a variety of products with their benefits and rewards.
S3 Card
Uses S3 Technology only.
What utilities can the member pay with their Utilities benefit?
Approved utilities include Electric, Internet/Telecom, Water, Home Heat (Gas/Fuel Oil/Propane) and Sewer/Sanitation.
Notes:
How can member activate their card?
What is the UCard Hub?
The UCard Hub is a dedicated section located in the member portal and UHC mobile app. It introduces the UCard, UCard programs and benefits.
In addition, the UCard Hub shows members ways they can shop with their UCard.
Solutran's multi-benefit program, Healthy Benefits Plus include which programs for members.
Scheduled Benefits
Discounts
Rewards
Combines many members benefit and rewards programs into a simpler, integrated experience with access to more than what members get with a traditional member ID.
UCard
Name the three ways a member can pay their Utilities
What items cannot be purchased with Reward funds.
Rewards can never be used to purchase alcohol, tobacco, firearms, lottery, betting, gambling, or cash equivalents such as Gift Cards, eCodes, Money Orders, or pre-paid phone access. (See Details button for member specific information)
These are needed in order to search for a member in CRM.
Partial Searches (example: first two letters of first name and/or first two letters of last name)
o Must use at least the first two characters in each field for partial searches.
• Alternate zip code: Ask the member if their account could be under a different zip code (example: a previous zip code, or PO Box vs. mailing address zip code).
• Date of Birth: Member’s date of birth.
NOTE: Additional search field required (Example: DOB and zip code, or DOB and name).
• Case / Household / Member Number: Member ID from the member’s health plan card. o UHC members are NOT able to be searched for using this field. Use Member ID field.
• UCard Member ID: Member ID from the member’s UCard. o This is specific to UHC UCard members ONLY and will NOT work for other health plan accounts.
• Last 4 digits of card number: Must select Visa Debit or S3 in Card Type drop down prior to entering the last 4 digits of the card number.
NOTE: For security purposes, do NOT search by the full card number.
The ____ ____ card provides members access to retailers that are not integrated with the S3 technology. Offers the flexibility for members to utilize their benefits offered by their health plan provider by using a _____ to make a payment.
Visa Card
Can a navigator's with UHC set up a Utility Bill Payment?
UHC Advocates cannot set up the utilities payment and must warm transfer to Solutran.
You can locate the members balance information for all programs here.
• Available Balance
o Balance information for all programs.
o Benefit Tiles
▪ Products: Shortcut to Products/Catalog tab.
▪ Details: Displays eligible products for Healthy Food Credits.
▪ Stores: Shortcut to Store Locator tab.
▪ Benefits: Provides additional details about the member’s benefit plan.
o Healthy Savings Offers: Includes top 10 Healthy Savings offers currently available.
What steps should you follow if the member is having issues using their card at the store/point of service?
Make sure the member can shop in-store with their benefit.
• Is the store a participating retailer?
• Confirm the member is using the correct card.
• Is the member’s card active?
• Is the member’s household status active?
Did the member have an available balance at the time of purchase?/Have they used the full benefit amount?
• Check Benefit History tab in CRM to confirm the member had the appropriate benefit at the time of purchase.
Ask the member if they were checking out with a cashier or using self-checkout.
With a cashier: Ask to speak with the cashier (or have the member relay your message).
Make sure the cashier followed the appropriate Transaction Method guidance. See Cashier Assisted Checkout.
▪ Self-Checkout: Make sure the member is following the appropriate Transaction Method guidance. See Self-Checkout.
• No: Ask the member the below questions and continue to the Next Step.
17.1 Support for S3 Transactions
Calls will pop into CRM in one of three ways. Name the three processes to verify a member's account.
What is
• Authenticated in IVR (Member or AR).
• Non-Authenticated in IVR, but phone number is in the system.
• Non-Authenticated.
Creates the opportunity for members to utilize a wider variety of benefits and have a broader member shopping experience. Combines the S3 payment technology and Visa all in one.
Dual Network Card
Do transaction fees come out of the members Utility benefit?
Yes. it is typically a fee of $1.50.
How will the credits be applied when purchasing items at a participating store location?
Benefit credits (Food, OTC, Utilities) will be applied first, then any reward credits earned (Rewards, HouseCalls, Optum at Home) will be applied
What Reward Programs are included?
Note: Rewards are not available on all plans and may vary by plan. Members can earn rewards on UCard throughout the plan year. Some examples of reward-eligible health care activities include completing an Annual Physical or Wellness Visit, getting a Flu Shot, or Staying Active (physical activity).
On occassion you will be instructed to warm transfer a member to their Health Plan Provider, the phone number to contact there provider is located where
Program Information Tab
o Effective start and end dates of the member’s program.
o Health plan provider phone number.
o Website.
o Tier 2 phone number.
Name the 4 types of benefit cards.
S3 Card
UCard
Visa Card
Dual Network Card
What if the member's service address is different from their home address on file but wants to make a payment
The member reported service address must match one of the member's addresses in GPS.
Note: If the member truly resides at the service address being reported, update the address with their Health Plan Provider.
This information must be recapped during the call wrap.
Member balance
Expiration date
Amount and date when benefits renew
We use this tools to help member locate and authorized retail location.
Use the Solutran Store Finder to help members locate participating retailers.