SPENDABLE BASIC
What tool must CSAs use to confirm a member's specific Spendable benefits and usage details?
Benefit Explorer/ SENSENTIA
Name one SSBCI-qualified Spendable category that they can use their card for?
Gas Pay-at-Pump / Healthy Foods / Home Improvement & Safety / Pest Control / Rent Assistance / Utilities Assistance
What must members do before making their first Spendable purchase?
Activate the card
How long does it take for a newly created Spendable card to arrive?
Up to 14 calendar days
On which two platforms is the Spendable & Rewards mobile app available to download?
IOS App store and Google play (android users)
True or false: Members can use one Spendable card to access multiple eligible benefits.
Which benefit category supports healthier nutrition choices and can be used through Uber Eats?
Healthy Food
What number can members call to activate their card or set a PIN?
833-647-9661 or at the number at the back of their spendable card
What must CSAs verify first when a member reports that they haven't received a card?
Member’s mailing address
What email address will the one-time verification code come from if the member is trying to set up their account?
no-reply@mail.entrykeyid.com?
What happens to unused Spendable funds each month?
They roll over
What kind of Spendable benefit do members get if they do not qualify for the SSBCI?
OTC, DVH (and they also have rewards)
Name one way a member can access Spendable card activation online.
Wellcare member portal, the Spendable & Rewards mobile app, or wellcare.benacct.com/member
If a member changes plans but their Member ID stays the same, do they receive a new card?
If a member changes plans with us, but their Member ID number does not change, they will keep the same card. But if a member changes plans that cause their ID number to change (Example: goes from a CARE Connects plan to an OMNI plan) they will receive a new card
How long is the verification code valid before members must request a new one?
Five minutes?
True or False - If a member changes plans within the same Line of Business (LOB) and has no gap in coverage, they will receive a new Spendables card.
False they keep their existing spendable card unless they switch across different LOB or their member id has changed
How can they get the full item listing for their OTC?
A QR code on the Highlight links to the member portal for access to the full item listing. (OTC highlight is a simplified list of available Over-the-Counter items.)
What information is required when creating a PIN through card services?
16-digit card number, CVV, and ZIP code
How long does it typically take for a replacement Spendable card to ship?
3–4 calendar days excluding delivery time
What happens if two members accidentally register using the same email address?
Both accounts must be deleted and re-created
If a DSNP member qualifies for SSBCI after their effective date, do they receive a new card?
No, SSBCI funds will be added to their existing spendable card
How do we determine if the SSBCI is available for the member? (explain how, and where if you are using both omni and cc.
Omni - under mbr coverage - YES/NO ssbci, with CC - always check Rc6 - if they are ME or AE
Can CSAs warm transfer to Lynx for Spendable help?
No, never
What must CSAs check in Spendable Client Admin Portal when a card is missing?
Card's creation date and estimated delivery date
What are the password requirements for setting up a Wellcare Member Portal account?
At least 12 characters including upper/lowercase letters, a number, and a special character