BILLING
The month the member is being billed.
Bill Date
What day are SSA deductions taken out for?
SSA Deductions occur on the member's individual check payment day.
What KC document title and number will you pull up for payment Sent to Wrong Address
Payment Sent to Wrong Address – KM1345302
Members can opt to speak to an Advocate at any point in an automated payment call by pressing what key?
Star/* key
The month of coverage the member was billed for.
Coverage Date
TRUE OR FALSE
If members select Paperless (online) delivery of their Claims, Billing, and Payment information, they do not receive a billing statement in the mail.
TRUE
Members calling about missing payments or to confirm a payment has been received
Premium Payment - Discrepancy - KM1006068
What is the number the customer should call to make a payment through automated payment?
877-880-1153.
9
It is applied to a member's account when the member has overpaid their monthly premium.
COA or Credits on Account
Are we allowed to give out SSA number if member has questions regarding payment through SSA?
NO.
What are the 3 different Modes of Payment?
Billing Statement, EFT, Online and SSA
What happens if payment through IVR fails?
The call will be routed to an Advocate.
What information do we need to process the payment through checking account?
Routing number, Account number and Account Holder Name
Where to see the One Time Payment History ?
General Billing Questions Intent
What will be the TAT if the member will use Credit Card as a payment method before it reflect to our system?
3-5 business days.
What is the KC document for payment options?
KM1005485
How to make a payment online?
1.) Login to medicare.uhc.com with your Healthsafe ID and Password
2.) From the Homepage, click on Premium Payments tab.
3.) Click on Make a payment, then you can select the amount to pay monthly or pay in full.
4.) You may choose to pay it now or schedule your payment
4.) You may choose or add your payment method if you scroll down.
5.) Click review and submit.
What is M&R's hotline number?
800-643-4845- MA EAST
Where do we send the payment if member opt to make a payment through mail?
United Health Care PO Box 5803 Carol Stream IL 60197
EFT payments may take up to how many hours to appear on the member's bank account?
72 hrs
Where do you see the billing history in Maestro?
Billing Tab/Billing Info
SSA said they could take out the member's premiums for July and August because member started with the plan July 1st. Plan is set up for SSA deductions as of September 1st. Why can't they take out the money the member owe for July and August as well? (Retroactively)
It is Medicare's policy not to accept retroactive requests for SSA premium withholds.
What key should the member press if they want to speak to an advocate through the automated system?
0