Departments
Job Aids
Random
Benefits
FAQs
100
What is the name of the department that enroll members into new plans.
Telesales Department
100
What JA is used to contact any department within UHC?
Contact tools.
100
Member called in and stated they received a rejection for one of their medications. You check and see that the rejection code is 25? What is the reason for this rejection
The prescribing practitioner number is missing or invalid
100
What benefits do I look under what a member want to knoe if their plan would cover a walker?
DME
100
Can I provide an estimate of the LEP to the caller?
No. Do not provide callers with an estimate of the Late Enrollment Penalty. There are many factors affecting the determination of the penalty and an estimate provided incorrectly may confuse or anger our callers.
200
What is one department that is there to help us with our calls that we cannot transfer the member to.
RSS
200
What JA will you use to to contact any department under OptumRX?
Contacting OptumRx
200
What are the hours for our nurse line?
24/7
200
What information and where should vision issues be sent to?
- To: vision_eligibility@uhc.com
- Body: (Please provide as much information as possible)
- Caller's Name
- Member Name (if different from caller)
- Member ID
- Date of birth
- Member address (optional)
- Plan number
- Example: H0084-014 CIP Plus Silver Rx
- Eligibility effective date of the plan
- Detailed description of request
- Example: Member cannot access vision benefits (etc.)
200
How can members identify these calls?
The Caller ID will show UnitedHealthcare. Advocates can verify the number using the Outbound Call Campaign Contact Numbers Tool
.
300
What department complete home visits for our members once a year?
Housecalls department
300
What JA do you use when a member calls in with suicide threats or threats of bodily harm to themselves or others.
Situational Guidelines - One Breath - Advocate
300
What is TRR code 15?
Member reinstatement
300
Firstline and Solutran benefits are the same? True or False.
False.
300
A Preferred Provider Organization (PPO) is a health care plan under which the covered individual can choose the health care provider he or she wants. T/F
Ture
400
Rewards (correct name)
Renew rewards
400
What JA is used for membees who wants to be removed from marketing amilings, calls, and/or emails?
Do not contact
400
When you first open Knowledge Central what is the name of the first Icon with the diamond around the exclamation mark?
Knowledge Alerts.
400
What is the mane of the transportation vendor? (The new name)
Modivcare
400
For Firstline benefits, how often do members receive their benefits?
Quarterly(every 3 months)
500
What is the name of the fitness membership program?
Renew Active.
500
What JA would you use to help you determine the amount of time silence there is on a call?
Situational Guidelines - Call Silence
500
These job aids provide a quick reference of Maestro Category, Intent, and Request Types for common calls.
Maestro Category Intent Request Type - Index
500
What is the coverage for Speech Generating Devices(Use JA)
Eligible for coverage if the member’s condition meets the required criteria.
500
How often do Solutran receive there OTC benefits?
Monthly