NPOP
Requests must be made within this timeframe from the termination date.
What is 12 months?
An unauthorized person asks you to send an ID card or fulfillment item to an insured member.
What is not allowed due to privacy guidelines?
These two pieces of identifying information should always be provided when reporting a system issue.
What are your name and employee number?
The amount of time it takes to receive a replacement Insurance ID Card.
What is 5 to 10 days?
HSA cards are considered this when taking a premium payment.
What is an unacceptable form of payment?
Before granting an exception, representatives must review this field on the Plan Details applet.
What is the "Number of NPOP Reactivations" field?
If an AARP MedicareRx or Medicare Advantage Specialist remains on the line during a transfer, you should request this action.
What is asking the specialist to disconnect immediately?
This team should be contacted first for most system issues during business hours of 7:00 AM to 3:30 PM ET.
Who are the Agent Advocates?
The average processing time for a payment mailed by a member.
What is up to 21 days from the date the payment was mailed?
Payments made through the virtual assistant, online, or over the phone will not appear in Breeze until this timeframe has passed.
What is the next business day?
When taking a payment during an NPOP reactivation, the payment must be for this amount.
What is the full Minimum Amount Owed?
It is permissible to fax letters to a number other than the insured's if this condition is met.
What is the insured requests it
This phone number reaches the Agent Advocates directly.
866-963-2058
The normal processing time for most claims.
What is 10 to 14 business days, plus mailing time?
Payment letters may be requested by insured members, legally authorized parties, or this type of authorized representative.
What is a one-time verbally authorized representative?
Reactivation requests are not real-time; the plan will normally show active on this day.
What is the next business day?
An unauthorized caller who successfully authenticates the insured member wants to make a credit card payment.
What is allowed under privacy guidelines?
If you are unable to log in because your account is locked, you should contact this group. What is the phone number?
Who is the IT help desk (technology support center) 1-888-848-3375
The amount of time members should allow for application processing after UHC receives a completed enrollment application.
What is 7 to 10 business days?
A caller wants proof of payment for tax purposes. In the Billing and Payment Inquiry process, this investigation option should be selected.
What is Payment Letter Request?*
When a member's death is being reported and an NPOP reactivation is requested, this request must be submitted after the date of death is entered.
What is a Bill Me Later request?
When accepting a payment from an unauthorized authenticated caller, these details must never be discussed.
What are plan codes, medical information, sensitive member information, bank account numbers, and credit card numbers?
If you have not heard back on an individual ticket after this amount of time, you should call Agent Advocates again for escalation.
What is 4 hours
The normal turnaround time for inquiries regarding a missing payment.
What is 21 days?
True or False - it is acceptable to be proactive and offer a payment status/history letter or tax letter to the caller?
What is False?