Question
What does SSBCI Manual/ Automatic mean?
Automatic (based on their plan and claims history) or
Manually (by the member's provider submitting an attestation on at https://ssbci.rrd.com confirming that the member meets all three requirements for SSBCI criteria)
https://cenpointprd.ad.wellcare.com/articles/457f6e8e-259e-f011-93da-0050568835e8?row=1&memory=68691
What is the easiest way to tell the difference between the 2025 Spendables card vs the 2026 Spendables card?
2025 is a Visa
2026 is a MasterCard
Where else can agents find a POA or an AOR if they are not in OMNI?
What app is replacing the Wellcare+ mobile app?
There is no app!!!!!!
Inform them that the Wellcare+ mobile app is no longer available as of 1/1/2026, but they can still use the online member portal
how long does the authorization for a POA last?
There will be no expiration date unless a request is received naming a new POA or a request is received withdrawing the previous POA.
https://cenpointprd.ad.wellcare.com/articles/216e6b4c-e43e-45df-ad3d-c566fc0d5946?row=1&memory=59463
How long will a members Spendables card be on a temporary hold if they exceed their pin tries?
Member must wait 24 hours for the temporary hold to clear.
If a 3rd party is requesting HIPPA forms, what is the correct Material to send out after verifying HIPPA?
2026 Authorize Form KIT
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If a member is in a long-term care facility what would the disposition be for the call?
call complete WC, Call complete
We would only use "not attempted" if they are in Hospice care as this is end of life care.
What are the non-covered Pests Control Services?
Non-Covered Pests/Insects/Rodents
Bed Bugs
Termites
Fleas
https://cenpointprd.ad.wellcare.com/articles/d63c0a5d-cb9e-f011-93da-0050568835e8?row=1&memory=33984
What is the Process if an ember ticket request cannot be updated?
submit email to leadership for further assistance
What are the top participating gas stations?
Murphy USA, Shell, Exxon, Circle K, Sunoco, Speedway, Chevron, BP
https://cenpointprd.ad.wellcare.com/articles/d63c0a5d-cb9e-f011-93da-0050568835e8
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Do you want to win 200 points, or have the other team lose 400 points
Where can Members find the most up-to-date product listing and how can they get a copy?
Log in to the member portal or mobile app and select the “Shop Online” link from the top navigation or the highlighted link on the Home page. From the Online Shopping page, you can view products by Category, Brand, Price, Product Tags, or Discounted Items.
You can download a copy of the OTC Highlight through the member portal. Navigate to the “My Benefits” page and select “Download Catalog.”
https://www.wellcarene.com/health-benefits-care-options/spendables-frequently-asked-questions.html
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What is the updated turnaround time for a prior authorization?
Expedited (urgent) Requests: within 72hrs
Standard Requests: within seven (7) calendar days
Can a POA or Legal Guardian give verbal permission for anyone to speak on the members account?
Why?
POAs or Legal Guardians cannot give permission for anyone else to speak on the account. Only the member can give verbal permission for anyone else (besides them or the POA/Legal Guardian) to speak on their behalf.
https://cenpointprd.ad.wellcare.com/articles/216e6b4c-e43e-45df-ad3d-c566fc0d5946?row=5&memory=31890
What is the work around for SSBCI when the Attestation link is down?
Customer Service Advocates (CSAs) can instruct the provider on how to find out information from the www.wellcare.com portal.
Provider can sign into their portal account, then hover over the Resources Tab and click on SSBCI.
Once on SSBCI, they can click on eligibility criteria and or click on Create Attestation.
Will a member lose their WellCare Rewards if they end up leaving their health plan?
No, you will have 30 days from your plan expiration date to use your rewards. After 30 days, you will lose them. However, if you leave and come back to us within six months, any unused Wellcare Rewards funds will be added back to your Rewards card.
https://cenpointprd.ad.wellcare.com/articles/d63c0a5d-cb9e-f011-93da-0050568835e8?row=1&memory=33984
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