Utility Bill Pay
Ucard changes
Ancillary benefits
update member profile
other
100
Members make Utility bill payments in one of four ways. What are they?
Online, In-Store Over the phone and mobile app
100
- For 2025, most UCard eligible members will see their PCP be removed from their physical card. will this impact the assignment of their PCP
no
100
Dental
the most the plan will pay for covered dental services during the plan year. After the annual maximum is exhausted, any remaining charges are member responsibility.
Annual maximum
100
What is EPMP and what systems update EPMP?
Enterprise Preference Management Program (EPMP) centralizes and provides customization of member preferences and contact information across UnitedHealthcare and OptumRx. It provides a single source of truth that will be updated by various application channels. Preferences from previous plans will carry over if no new selections are received. EPMP has been integrated with Maestro within the Update Member Profile intent
100
why do we have the about me/compassion notes section?
Update Member Profile - Index
The About Me/Compassion Notes section has been created to collect personal information and 'Fun Facts' about our member. Members often provide details about their personal life which could be used for future positive engagement. Documenting this type of information helps to make our interactions with members more personal and provides a better understanding of their needs.
200
will you still need to transfer a member when they call to make a utility bill payment?
Utility Bill Pay - Index (KM1673256) job aid
no
200
Most 2025 UCard's are transitioning from using a barcode to magnetic stripe technology. except what 3 states
For the 2025 plan year, Florida, Georgia, and South Carolina will continue to use the barcode system.
200
The _________ will be made available in September and updated with more information on ancillary benefit details through AEP season.
2025 Wellness Benefits Lookup Tool
200
What if a member wants their email address removed?
Currently we are unable to remove a member's email address from the EPMP User Interface (Common UI). You can enter noemail@noemail.com instead of calling the help desk. You should make sure you change the paperless preferences to Paper prior to changing this email address.
200
What are some things that an be added to the about me compassion notes section?
Update Member Profile - Index
- Pets
- Veteran Status
- Hobbies/Favorite Sport
- Family Member Names
- Locations Traveled
- Favorite Food/Drink
300
what system do we use to make a utility bill payment for a member
Solutran Payment Portal CRM
(CRM) When a member requests to make a payment to their utility bill, navigate to CRM to locate that member. Making payments for a member can be a common request so knowing the steps to make a payment for the member shows we are knowledgeable with this process.
300
Is the members Medicaid number located on the Ucard?
300
what happens if a member requests a OTC catalog to be sent to them through the mail?
Healthy Benefits Plus - Catalog Requests
In lieu of sending a PDF catalog via email, an email can be sent to the member with steps to help them self-support online catalog assortment access on the Healthy Benefits Plus Microsite.
300
What if the member calls stating they noticed and/or they have an alert on the portal stating the address on the portal does not match the Maestro Member banner?
If the portal address information does not match, confirm which address is correct.
Ask the member to confirm the address.
M&R & C&S DSNP Advocates:
Click to expand
Go into the Update Member Address intent.
- If the existing address is correct, enter an end date of today's date.
- Re-enter the same address with a new start date of tomorrow's date. This will send an update from GPS to the Contact User Interface (Common UI).
- If the member states their address is different than what is showing in the Update Member Address intent, make the address update accordingly.
300
why are compassion notes important?
Update Member Profile - Index
Members often provide details about their personal life which could be used for future positive engagement. Documenting this type of information helps to make our interactions with members more personal and provides a better understanding of their needs.
400
we can initiate the payment the same day, however what must we inform the member about the payment process (how long can it take)
- Inform the member that you will initiate the payment that same day,
- Payments will take up to 7 business days to be delivered to the utility company.
- The utility company may have additional processing time to post the payment.
400
T or F the member will need a different card for rewards?
F-The UCard combines member benefit and rewards program experiences into a simpler, integrated card that also encompasses the Member ID card.
400
what happens to the rewards if a member disenrolls from the plan?
- Starting January 1, 2025, rewards expire one month after your Medicare Advantage plan terminates.
- This doesn’t impact you while you're enrolled in your current plan or if you switch to another UnitedHealthcare Medicare Advantage plan.
- Impacted members will be sent a letter about the new expiration policy.
400
where do we locate information on updating the members profile?
Update Member Profile - Index
400
what personal information can be gathered for compassion notes
Update Member Profile - Index
Some of the personal information that can be gathered is:
- Living Status: Does the member live alone or with someone?
- Transportation Assistance: How often does the member need transportation assistance?
- Communication Limitations: Does the member have any communication barriers (blind, deaf, hard of hearing, unable to speak, etc.)?
- Recent Loss: Has the member experienced a recent loss of someone close to them?
500
What information do you need to enter to locate a member in CRM? hint 3 items
Zip Code
First name
Last name
500
Member materials can be accessed online if the member has registered their account on their plan website. Reference Where can this be located
CAMP Manual Fulfillment Intake Requests-This job aid provides guidance for submitting fulfillment intake requests via the Correspondence Administration Management Platform (CAMP) Manual Fulfillment site.
500
which reward It is a one-time $5 reward that can be completed through digital channels by watching a video or by calling into customer service and being educated on UCard related talking points.
Meet your 2025 Ucard
500
how should a members account be documented when updating contact and preference changes?
Update Member Profile - Index
System Documentation: For contact and preference changes, Advocate should document old and new information in documentation
500
what can the member purchase using their earned rewards?
UCard - Reward Programs
- Members can use earned reward for qualified purchases of goods (clothing, OTC items, groceries, books, electronics, household products, sporting goods etc.).