Correspondence
How long should you wait for work to drop when scheduled to process whitemail?
No longer than 2 minutes.
What letter should be sent if the member is specifically asking for amount paid for tax purposes?
What article can you find general Whitemail processing procedures?
How to Process White Mail Activities in Breeze
What does ACW mean?
After Call Work
Where would find what documents can be sent through email attachments?
Sending Email Attachments - UHC
For contingent correspondence processors, what is the correct procedure when no work is dropping when scheduled for whitemail?
If after 2 minutes of waiting and no new work drops in, you should go back on the phones and update your schedule.
If a member is requesting a letter for reimbursement procedures, what letter should you request/send?
Should this letter be proactively offered?
Payment Status letter - no it should not be proactively offered
What article would you use if you needed to view a completed piece of correspondence that was related to a members account?
How To View a White Mail Activity Already Processed - Breeze
What does WFM mean?
Workforce Management
When did we switch to ISB billing?
First statements mailed in May 2024 - first billing month 6/2024
If you receive a piece of Returned Mail addressed to a provider, what is the correct procedure?
Change the sub area to Provider File Maintenance and transfer the piece of work
Can payment history letter be requested when there is no discrepancy on the account?
No, payment histories should only be requested if there is a discrepancy on the account
What article would you use to review the dental discount benefits with a caller?
UHC Dental Discount – Wellness Extras – UHC
What does CPD stand for?
Correspondence Processing Department/Division
Where can you find what options are available for the member to self service on the web? What are some of those options?
UHC Website Overview - All Staff Premium Payments, Claim Information, Coverage and Plan information, ID Cards, Replacement Materials, Forms, Demographic Updates, Communication Preferences, etc
How do you handle a BRC when the source code doesn't work?
Pend the piece with comments Source Code Not Working
MIPPA plans have a 01 after the plan code.
What article would you use if you have to transfer a caller to the Member Loyalty Team?
Management Takeover Transfer Call Procedures - All Staff
What does POA stand for?
Power of Attorney
How long must you wait in queue before you can cold transfer a call to member loyalty?
If the wait time in the queue is longer than 5 minutes, you may cold transfer the caller.
Please hold while I transfer you to that area for assistance. Please be aware that there may be a slight delay.
If you have a privacy form that is not signed and/or dated is it acceptable? How would you handle?
It is not acceptable and you would send Privacy Return Auth Form Letter.
Tax letter is the total amount of premiums received during a specific time frame, the payment status letter is the amount due during a specific time frame?
What article would you find the Claim Commitment procedures?
Claims Commitment Callback Program - UHC
What does UW stand for?
Underwriting
When should you offer to renew a membership?
When you get the personalization prompt.