Resources
This is the system where all our member's profiles are housed.
What is "The CRM"?
What are the two plan types for OTC Programs?
What is "Funded and Discount"?
This is the preferred way to searching for OTC items.
What is "Item number"
This two step process will bring up information on all past OTC orders placed.
What is "Click Order History and click OTC Orders"?
This part of the greeting will change each call
What is "Plan Name"
This system is the Employee Encyclopedia for all of NationsBenefits information.
What is "TheNow"
If a BCBS Rhode Island member requests a replacement OTC, where should the member be transferred?
What is " If The Member contacts NationsOTC to request a replacement card, please warm-transfer the member to 833-690-0180 (FIS) and assist the member as needed."
Clicking the My Benefits tab on the storefront homepage is where you would go to find out more information on this?
What is "Wallet/Wallet types & Benefit amounts in each wallet"?
This is the name of the companies we use for shipping OTC orders.
What is "UPS and Fedex"
This information must be provided to the member before starting a new OTC order.
What is "OTC Balance"
This is the URL for employees and members to access the OTC Storefront.
What is "NationsOTC.com" or "NationsOTC.com/PlanName" (Will accept either answer)
This is the benefit amount for a member with ConnectiCare Passage Plan 1 (HMO)- H3528-010 ?
What is "$15.00"?
Best search practice: Member does not have an item number and requests Tylenol PM, this would be the best way to search by name.
What is "Search the first few letters of the item (Tyl) to avoid spelling errors and missed items"?
This tab will allow you to place an order for an OTC catalog or send out hearing aid batteries.
What is "OTC Catalog/Battery Fulfilment"
What is the Shipping time for orders placed with NationsOTC
What is "2 Days"?
After thoroughly searching TheNow for answers, this resource can be used to contact a supervisor or Subject Matter Expert
What is "Teams"?
This is the Benefit Frequency for an Sanford Health member?
What is "Quarterly"
Scenario: Member has $3 in their OTC wallet (Blue Dot) and $0 in their grocery wallet (Red Dot). Member would like a grocery item (Red Dot) for $3. In order to purchase the item, the member will need to?
What is "Pay for the item out of pocket"?
This will be the call disposition for an OTC call where a 3rd party representative placed an order.
What is "OTC - Member Representative - Order Placed"
This must be provided before clicking "Confirm Order"
What is "Product Disclaimer"
When searching for information on a member's plan in The Now, what are the two ways to search?
What is "Folders- MEA Procedures- Member Benefits Directory-OTC Plans- Nations Benefits Plans 2022 & Search bar"
Identifying Florida Blue Members by their Member ID, which plans are managed by NationsOTC?
What is " XJR, XJI, BLM,XJF, XJP, XJL, FHW "?
Member has $2 remaining in OTC balance and is done picking items. This will prompt you to ____
What is "Recommend using remaining balance and offer to conduct search for $2 items available"
This tab can give you information on the members plan name, OTC card number, and member ID
What is "Plan or Program"
This page in The Now is used for call note templates
What is "MEA Note Templates"