This Weekly News communication will provide information on the following topics:

• NPN Reminder– Agents need to use their NPN as the writing ID.  Please remember to use your NPN on all WellCare enrollments.
• TPMO Call Recording Update – CMS guidance update on Virtual Face to Face interactions
• Member Text Messages Campaign – Text outreach to members on 2023 benefit overviews
• Broker Support – Options for assistance and special weekend hour availability

TPMO Call Recording Requirement Update

We recently shared a number of updates regarding the CMS Regulatory guidance requirements for TPMOs that went into effect October 1st. The updates include requirements for Call Recordings.

CMS recently provided further clarity on guidance related to virtual face-to-face interactions with beneficiaries/members. CMS stated virtual face-to-face interactions with beneficiaries/members must be recorded.

To assist with this effort, Wellcare shared information on how the Ascend Remote Agent Telephonic Enrollment (RATE) tool can assist you in complying with the new rule to record all calls, both inbound and outbound. You are encouraged to review updates made to the resource materials developed that support the recent CMS regulatory update/clarification.

Resource

• CMS Telephonic Call Recording Requirements for TPMOs – Call Recording Resource Guide
• CMS Call Recording and Disclaimer Requirements for TPMOs FAQ

Member Text Messages Campaign

Wellcare is excited to share that we have launched a new member outreach campaign targeted toward newly enrolled Medicare members.

Legacy Wellcare and Legacy Centene members will receive a Welcome Text and a Benefit Overview Text Message 5 days after their Welcome Text Message (unless they opted out from receiving text messages). The goal of the text message is to provide members with a link to their Benefit Landing page for quick digital access to their plan benefits.

Broker Support is Here to Assist You!

Wellcare Broker Support offers various ways to support you during this AEP season.

Centene Workbench Broker Portal – Self-Service Option

Centene Workbench provides you with the tools to help you succeed. Please reference the Centene Workbench Portal Guide for helpful information. You can use the Self-Service Options to help you be productive and resolve issues.

Self-Service Options

• Application Status tool
• FAQ, videos, and user guides
• Review Commission statements
• Submit Support Tickets with questions

Broker Support By Phone

Wellcare Broker Support can assist you with inquiries related to:

• ACT/AHIP annual certification – Certification status and inquiries
• Ascend Enrollment Platform – Plan search, provider, and formulary lookup
• Application and Enrollment – Application status
• Centene Workbench – Platform navigation, Application Search Tool, demographic updates, help with support tickets
• Onboarding – Contracting, training, and license updates
• RFI resolution – Wellcare health plan RFI assistance

Most calls are resolved immediately over the phone, those that require escalation will be forwarded to the corporate team for review, resolution, and direct follow-up.

Broker Support Hours of Operation