Website Tools

Activation/Registration

100

In the Humana.com Account Activation and Sign-In Overview What are the Username Requirements?

Be lowercase only

Be 6–15 letters and/or numbers

Contain no spaces or special characters

Be an identifier other than the member ID

200

In the Humana.com Account Activation and Sign-In Overview What are the password requirements? 

Be 8–15 characters

Contain no spaces

Not contain the username

May include the following characters: #, *, $, or @

300

What is step 5 in the Account Activation for Members mentor?

^{Confirm your plan using the Select your plan type drop-down.}

^{Select an ID type using the Select ID type drop-down.}

^{Type your ID in the Member ID text box}

^{Enter your date of birth in the Date of birth text box.}

^{Enter your ZIP code in the ZIP code text box.}

^{Click Continue}

400

In Account Sign in Username and Password Assistance mentor, what do we do if a member forgets their password? 

_{Advise the member to complete the following:}

• _{a. Click Forgot username?}
• _{b. Select your user type from the drop-down menu, then click Continue.}
• _{c. Confirm your identity by completing the following fields: Select your plan type, Date of birth, and ZIP code, then click Continue.}
• _.
• _{Result: A 1-time passcode is sent to the member's email or phone number.}

500

In the Humana.com Account Activation and Sign-In Overview what does the 2-factor authentication provide? 

• _{The 2-factor process provides an extra layer of security by protecting the member's personal information and privacy during:}
• _{Activation an online account}
• _{Signing into an existing account, or}
• _{Changing an account password}

Provider Search (Med/Pharmacy)

100

In the Provider Search Medicare Overview what is find care? 

• <sub>Find Care is the new and improved online tool that shows in-network providers for:
  - Medical</sub> 
• _{- Behavioral Health}
• _{- VisionThe improved experience offers all the same features as Find a Doctor including:}
• _{- Faster performance- An easier way to locate providers}
• _{- Searching based on a specific address}

200

What are the Search options in Find Care? 

• ^{• Your location field is required for an initial search. The location can be one of the following:}
• ^-Address 
• ^-City
• ^-County
• ^{-ZIP code}
• ^{Select the type of care you are looking for:}
• ^{-Medical- Vision}

300

What is the classification and intent when a member calls to look for an INN Pharmacy? 

• Classification: Pharmacy
• Intent: Pharmacy Finder

400

In the Search for an In Network Pharmacy Using Pharmacy Finder mentor what are the RESULTS under step 8?

1. ^{Result: The Search Results screen displays a detailed listing of in-network and out-of-network pharmacies, including:}
   • ^{Pharmacy name}
   • ^Address
   • ^{Phone & Fax}
   • ^{Details (includes specific details such as 90-Day Supply, Bilingual, Drive Through)}
   • ^{Pharmacy Hours}
   • ^Distance

500

What is step 10 in the Search for an In Network Pharmacy Using Pharmacy Finder f the pharmacist wants to become contracted or disagrees with their network status?

1. _{Advise the pharmacist to fax a contract/network request and the following information to [phone]:}
   • _{Pharmacy NCPDP}
   • _{Pharmacy name}
   • _Address
   • _{Phone number}
   • _{Fax number}
   • _{Contact name}
2. _{Advise them that Humana faxes information to them about a Humana contract that covers all lines of business (LOBs), including Medicare Part D.}

Humana.com

100

In the Humana.com Overview mentor

This is available on the unsecure site without having to register or sign in to a Myhumana account. 

• - Members
• - Potential members
• - Caregivers or member representatives and more.

200

What are the upper left links under the humana.com site navigation? 

Other Humana Sites 

Shop for Plans 

Member Resources

300

What is the first page that opens when a member successfully signs into their MyHumana account?

 The MyHumana dashboard is the first page that opens when the member signs into to their account.

400

What can be found under the " I want to..." footer links on the Myhumana.com website of a members account?

• ^{• Shop CenterWell Pharmacy OTC store}
• ^{• Estimate drug prices}
• ^{• Explore plan benefits (only shows providers for current plan year)}
• ^{• Find a provider (only shows drug costs for current plan year)}
• ^{• Pay my premium}
• ^{• Review SmartSummary}
• ^{• Get documents & forms}

500

What can be found under the DED & Maximums Title under the MyHumana Dashboard?

• _{• Scope: MAPD, MA, Med Supp, and Dual members.}
• _{• This tile displays the a tracker showing how many dollars has been spent.}
• _{• The View more details link opens the Deductibles & maximums page to view all plan accumulations.}

DAM Tool Features

100

In the DAM Overview mentor, what is DAM? 

_{DAM, or Digital Access Manager, is an enterprise security database that manages password resets, multi-factor authentication, and registration for the MyHumana, Go365, and CenterWell Pharmacy portals. DAM is accessible via go/DAM or the Digital Access Manager link within HSS. This document describes the general functionality of the database.}  

200

Where can you find the Member GenKey? 

The member GenKey can be found in the MyHumana Details section in CRM.

300

What tabs are found under the account details after you've searched a member? 

^Account 

^Login 

^MFA 

^Password

^Profile 

^Coverage

^T&C

400

What displays under the T&C tab in the members account details? 

Displays the member's terms and conditions history. Use the date pickers in the Start date and End date fields to adjust the date range, then click Apply to search. The default date range is the previous 7 days.

500

The following utility function buttons display in the lefthand pane of the member's account details:

Reset Security Q&A

Reset Password

Reset MFA

Lock Management

Revoke Account 

Update Member GenKey

Update Forced Reset Flag

Sign-in Issues

100

Under the Account activation and Sign in Error Messages what do we do when our member gets the

"Oops! It appears you don't have any active coverage. If you believe you're seeing this message in error, please call the Customer Care number on the back of your member ID card." ERROR and the account is ACTIVE.

_{a. Advise the member a Ticket must be created with the Help Desk so that the error can be resolved.}

• _{b. Complete all the required fields in the MyHumana Account Lockout form.}
• _{c. Select Web Site Error Message from the Issue drop-down in the form.}
• _{d. Note in the description your CRM Interaction ID and the complete error message that the member has received.}
  
• _{e. Keep the CRM Case open, document the Incident Number in the CRM Case Notes, and advise the member you will contact them back once Help Desk has resolved the issue. The expected turn-around time is 24–48 business hours.}

200

 "You have exceeded the allowed number of online profile activation attempts. You will be automatically redirected back to the start of the online activation process."

Advise the member that the maximum number of attempts to enter a correct ID number is 3. After 3 attempts, the member is moved back to the start page to initiate the activation process again.

300

"We're sorry - We cannot retrieve your username at this time. For assistance, please call the Customer Care phone number at the back of your member ID card."

• _{Troubleshoot the following steps in order with the member:}
• _{a. Confirm if the member is entering the correct information is entered as it matches in CRM}
• _{- If error resolved, the procedure is complete.}

400

"Multiple matches found. Another family member has the same information. Please enter your dependent code found on your member ID card. Enter the dependent code in the “2-digit dependent code” field below."

• _{a. Advise the member a Ticket must be created with the Help Desk so that the error can be resolved.}
• _{b. Complete all the required fields in the MyHumana Account Lockout form.}
• _{c. Select Dependent Code Issue from the Issue drop-down in the form.}
• _{d. Note in the description your CRM Interaction ID and the complete error message that the member has received.}

500

"Your password may not be secure. Humana monitors your information in case it appears in known data leaks. Your password was likely identified in a known data leak."

a. Advise the member it is not required to change their password to sign in; however, Humana would strongly recommend to as this password may no longer be secure.