How does it work
Checking balance
Refunds
FAQs
Maestro
100
The UCard functions as a:
- Member ID Card
- Card for financial benefits.
100
Can we check on the balance for the UCards? (Tier 1 M&R)
Yes, the balance shows on maestro.
100
Do we offer refunds on the UCard? (Yes/No)
Yes
100
Where can I use my UCard?
You can use your UCard at thousands of retailers participating in the S3 network across the country, including national chains and local retailers. For a full list of participating retailers near you, visit the UCard Hub within our website, or you can contact us for help.
100
Who can activate Ucards?
Only member or POA on file can request to activate the UCard, requests to activate UCard from all other types of callers will have to be confirmed by member's verbal permission.
200
The UCard works at the doctor's office?
UCard also serves as the member's ID card for doctor's visits or when filling prescriptions at the pharmacy.
200
Can the call an automated system to get the balance?
Yes. To 833-216-6707
200
Do we have a condition to give them a refund?
The item must be returned.
200
My friend/family member/neighbor/spouse doesn't have a UCard and wants one. How do they get one?
At this time, only members who live in specific areas and are enrolled in specific plans are eligible to receive UCard. We hope to make UCard available to more of our members in the future.
200
Where can we go if the member is asking to get information of the locations where UCard can be used?
Solutran Store Finder - KM1280804 (Website)
300
What food + OTC + Utilities can they use their credits on. (Just one for each product)
Food: Fresh or frozen fruits or vegetables.
OTC: Vitamins, first aids, pain killers etc.
Utilities: Electric, gass, heat, etc.
300
Can they go online to check balance? Where?
The UCard HUB.
300
(OTC) If they get an item from Walmart, members will get the refund once...,
Walmart processes the refund. The refund will be returned to their OTC Balance.
300
If the member completes an activity of renew rewards or house call...
Where can reward credits be used?
Earned-reward credits can be used to shop:
- Online: Walmart.com
- In-Store: Members can shop in-store at thousands of stores in the S3 network include Walmart, Walgreens, CVS, Kroger, or many local options.
- A full list of participating stores can be found on the UCard Hub.
300
As an advocate, what is the only thing you need when activating the card?
You only need to validate the last 4 numbers of the 2023 UCard when activating.
400
Enlist 2 similarities between the UCard and a normal ID Card. (How the cards look like)
1. They both have the PAYER ID.
2. (IF applicable) they show the passport logo.
400
What Balance Types do we have in the UCard?
HouseCalls reward
OTC benefit credit
OTC + Healthy Food benefit credit
Rewards (formerly known as Renew Rewards) reward credit.
400
How do we re apply the refund / balance back to members?
They are added back to the UCard balance. Determined on THE ITEM BEING RETURNED.
400
Can I use the funds on my UCard to pay for my plan premium or copays?
No. Rules set by the Centers for Medicare and Medicaid Services (CMS) do not allow for these funds to be used for plan premiums or copays.
400
There may be times when an issue needs to be escalated to Solutran for it to be resolved. Advocates. What are NOT VALID escalations?
- UCard not received
- Replacement material requests
- Damaged product / request for a replacement product
- Product pricing question / concern
- Product missing from order
- Product feedback
- Request for product to be added to selection
- General order tracking / order status
- Assistance placing an order
- Available balance / transaction history
- Month to month rollover requests (Unused credits do not roll over).
- Credit extension requests
KM1276803 - Escalations
500
Enlist 2 differences between the UCard and a normal ID card. (how the card looks like)
1. The Ucard does not have PCP phone number, but ID card does.
2. It doesn't show the ER Copay. But the Member ID does.
500
Who is the vendor that administers the UCard?
Solutran is the vendor administering the UCard, along with the OTC and OTC + Healthy Food benefit credits above.
500
What is the expiration date for refunds for UCard balances?
30 days after the RETURN or the end of the benefit period the funds were used from.
500
Can funds on my UCard be used to get cash?
No. Rules set by the Centers for Medicare and Medicaid Services (CMS) do not allow these funds to be exchanged for cash.
- Your UCard will not work at an ATM and will not allow the option for cash back during in-store checkout or for returned goods.
500
What if you are assisting a UCard member and do not see the Activate UCard button in Maestro? And that's their main reason for calling?
Access Solutran's Program Sponsor Portal (PSP)
to continue with the activation, using member's MBI (Medicare ID) to search for the member. If you cannot locate the member in PSP using the MBI, ask the member to provide their full S3 Card number (17-digits number found on the back of their UCard, below the barcode) to complete the search.