Humana Spending Account Card
TRUE or FALSE.
Can the member log in to the Healthy Benefits Plus app using the same username and password as My Humana account?
FALSE
What is the callback timeframe for expedited appeals and for standard Grievances and Appeals??
Expedited: 24-48 hours Standard: 4-5 business days
Mention 4 excluded retailers for pest control using the HSAC healthy options?
Amazon
Home Depot
Target
PET SUPPLY STORES ( Petco, Petsmart, Feeder´s Supply, Chewy)
TRUE or FALSE.
If a member needs a refund, can Humana help?
FALSE.
The participating retailer (where the item was bought) handles refunds.
What are the numbers that members have to press in order to evaluate the Issue Resolution VOC component?
1 for Yes
2 for No
Within how many days since a card was mailed to the member does the system doesn´t allow requests for a new card?
6 days.
If a member needs to file an appeal or grievance online, what should you do in order to assist the member?
CCCs advocate can only assist callers with the online navigation, but don´t submit the form on their behalf.
Mention 4 items for pets that member is able to purchase with the HSAC?
Shampoo, Pet beds, Pet cage, Pet carrier, Pet collar, Pet crate, Pet food, Pet food bowl, Pet toys, Pet treats, Pet water bowl.
For how long does a refund balance is available before expiring?
The refund balance is available for 30 days before expiring.
In the survey, what is the question to evaluate the Process Ease VOC component?
Overral, it was easy to address my needs?
List all the Intents that can be used when selecting Humana Spending Account Card as the Classification in Quick Start+
Healthy Options
Over the Counter
Flex
Card Activation
Card Not Received/Replacement
What is the only type of POA that requires verbal consent from the member to submit a verbal grievance?
POA type U
How long does it take for an in store at Walmart Payment Center payment to be posted in the provider´s system?
Payments may take until the next business day to post in the provider´s system.
What happens with the refund, if a member returns an item that he/she bought with a card that´s now deactivated?
The funds go back to the card that´s now active. The member must have the new card available at the store. If there are issues, the store follows their return policies.
What is the step 6 of the Humana Call flow?
The advocate asks probing questions to understand the caller´s issues and concerns
In My Humana Mobile App, what are the functions that The Spending Balance tile in the Coverage icon page has?
Humana Spending Account Card Allowance
Remaining balance
Allowance expiration date.
Future allowance information Benefit load timing
Store finder.
What should you document in your case when entering a G&A?
Caller´s full name
Caller´s preferred callback number
Grievance issue/concern (claims/auth outcome-related issue is in appeal?
What is the service fee for in store Walmart bill pay?
In store Walmart bill pay has a service fee of $1.50
How long does it takes for a recently enrolled member to display in PSP?
72 hours
Which step of the Humana Call Flow corresponds to: The advocate determines if the caller needs additional assistance?
Step 8
If the member is deceased, what happens to the funds on the Humana Spending Account Card?
Funds remain on the card until the member´s plan terminates at the end of the month when member is removed from all benefits.
Which are the plans that are excluded from online grievances submissions?
1.Dual plans
2.Special Needs Plans
List all the type of bills that a member can pay using the HSAC?
1.Rent, Mortgage
2.Electric/natural gas
3.Heating oil
4.Sanitation
5.Water
6.Sewer
7.Internet
8.Phone services
9.Government utility bills
Which mentor document should you use when a member is calling because the card is not working/transaction denial/item denial?
Resolve Humana Spending Account Card Not Working Issues
What information should you verify when the 90days have elapsed since the last update/verification in CRM?
Residential address
Email address.
Phone number.