Blue Cross Blue Shield of Michigan

PMT Agent Quick User Guide

10/29/2015

PMT System Access Login

Open your browser and head to www.blueprospects.com

User Name Your administrator will provide you with your username.

Password You were provided a temporary password for the system. Enter it here, and click Log On.

Note: If you try several incorrect user name and password combinations, the system will add a CAPTCHA validation to prove that you are a human attempting to access the system, and not an automated program.

Change Password Screen

If it is the first time you are logging in, or if you have just had your Password reset to a temporary password, the system will ask you to change the password to something only you will know. Additionally, the system will periodically expire your password, and require that you refresh it with something new.

You will be presented with the Change Password screen upon logging in, when it’s time for an update.

1. Enter your new password in both fields. 2. Click Change when done.

Password Rules • Passwords must by at least 8 characters long. • The Password must contain numbers and letters.

Login Help - Forgot Your User Name or Password?

From the Login Screen, use the link called Click Here for Login Help.

The Login Help screen can recover your User Name, or reset your Password. You will be asked questions to attempt to locate your account. All recovery or reset notifications will be emailed to the email address associated with your account.

Forgot User Name

1. On the first field called Help me with my, select “User Name” from the drop down list. 2. Fill in the Email Address associated with your account 3. Enter the First Name associated with your account 4. Enter the Last Name associated with your account 5. Click the Submit button

If the account is successfully identified, your User Name will be emailed to the address associated with the account. If the account is not found, try adjusting the data entered, and submit again. Several attempts with the form are allowed.

Forgot Password or Reset Password

1. On the first field called Help me with my, select “Password” from the drop down list. 2. Fill in the User Name associated with your account 3. Click the Submit button

If the account is successfully identified, your Password will be reset. This temporary password will be emailed to the address associated with the account.If the account is not found, try adjusting the data entered, and submit again. Several attempts with the form are allowed.

Note: After several failed attempts on either form, the system will add a CAPTCHA validation to prove that you are a human attempting to access the system, and not a program.

Agent Dashboard

The Agent Dashboard is the first screen you will see when you login, and where your sales leads and scheduled callbacks are listed. All lead types for your account will appear in this one screen. Below is some additional information on the sections of the agent dashboard.

Callbacks

This grid will show you all the callbacks that are due today. Use the Date control feature to view callbacks due on other dates. You can also filter by Lead Type, if you would like to narrow down your list.

To perform a callback, simply click on the PMT ID located in the Make Call column. This will take you to the Lead Details page, where you can see full contact information, and update the lead. If need be, you can also schedule another Call Back at the end of that contact attempt.

To change a callback scheduled, click on the Edit button under the Callback column. This will bring up controls for changing the date of the callback.

G2I and I2I member records do not have callbacks.

Lead List

The Record List Area breaks up your prospects into tabs based on Lead Source (or grouping of lead sources).

Note: Only agents that complete the Group to Individual Drop Notification Form will see a G2I tab.

By default, all open records for each tab will display. Use the search form to narrow the list down, if you are looking for someone specific. Fill out search fields like name, address, or ID, and the PMT will provide you with leads that match ALL criteria provided. Click the Search button to update the results list.

The Clear button will reset the search form.

The Export button will provide a list of the leads currently selected in a pop up window. You can decide the file format to save the export in.

Lead Source BCBSM/BCN will be supplying leads obtained through various sources. It is important to understand the various leads that may be assigned to you.

Note: To be a part of the Medicare leads program, Agents must be BCBSM and BCNA Individual Medicare Advantage certified and have a signed Lead Agreement. To be a part of the Small Group leads program, Agents must also have a signed Lead Agreement.

Below are just some the lead descriptions that you may receive:

• I2I (source), Under 65 (lead type) – You are listed as the Agent of Record for these Individual Business members. Follow up with them during the open enrollment period, and help them choose and sign up for a new 2016 plan from BCBSM/BCN.

o Sales Tip –You may want to concentrate on records that have no 2016 Enrollment Status update, or have declined suggested plans from BCBSM/BCN.

o Frequency- Records will be loaded before open enrollment starts on Nov 1, 2015. New records may appear as new members are added.

If an enrollment comes through the BCBSM- BCN enrollment tool, the PMT will update the status of enrollment within approximately 48 hours.

If an enrollment comes through the marketplace enrollment tool, the PMT will update the status of enrollment within approximately 10 days.

• G2I (source), Under 65 (lead type) – A company with a Group contract is dropping coverage. You are listed as the Agent of Record on these Group Business members. Follow up with them during the open enrollment period, and help them choose and sign up for a new Individual plan from BCBSM/BCN.

o Sales Tip –You will have up until 30 days after coverage has ended, to be the exclusive sales contact for these leads. After the members have been without coverage for 30 days, BCBSM/BCN will start another contact and sales process.

o Frequency- Records will be loaded as coverage drops are reported through the Drop Notification Form. The window of opportunity ends when the member has been without coverage for 30 days. The window length depends on when BCBSM/BCN is notified.

• Call Center (source), any lead type - a prospect has spoken with a Call Center representative, and they determined this record should be assigned as a lead.

o Sales Tip – This prospect has actually spoken with a Call Center representative, deemed appropriate for a lead, and was promised follow up.

o Frequency- No planned frequency. • O65Direct Mail Lead (source) Medicare Advantage (lead type)- a prospect has completed

a BCBSM/BCN direct mail business reply card, mailed it back to our clearing house and it

has been bar-coded scanned into our lead management system and the responder provided us a phone number to contact them at.

o Sales Tip – If the reply card had a request for marketing materials (most of them do), these materials will have already been sent directly from BCBSM/BCN prior to your outreach to the prospect. You may want to communicate this to the prospect if they were expecting marketing materials to arrive in the mail. Typically, it takes 7-10 calendar days for a fulfilled marketing material to arrive through the US Postal Service. As the agent, you will be the first contact to these prospects, so utilize this information during the initial conversation.

o Frequency- Agents will receive these leads weekly during AEP • O65Norvax Lead (source) Medicare Advantage (lead type)- a lead has been purchased

from a vendor for an individual that completed a universal request form for information on healthcare via the Internet. The prospect is over 65 years old and highly likely to be Medicare eligible. They may be shopping for a friend or family member though, meaning on your outreach to them, be prepared to hear that they are not the prospective member. Try to obtain the prospective member contact information.

o Sales Tip – While these prospects did not contact BCBSM/BCN directly, they completed a form online looking for healthcare information. The individual’s current coverage is not provided. As the agent, you will be the first contact to these prospects, so utilize this information during the initial conversation.

o Frequency- Agents will receive these leads weekly • 64Norvax Lead (source) Medicare Advantage (lead type)- a lead has been purchased

from a vendor for an individual that completed a universal request form for information on healthcare via the Internet. The prospect is 64 years old and likely to be in the transition to Medicare phase. They may be shopping for a friend or family member though, meaning on your outreach to them, be prepared to hear that they are not the prospective member. Try to obtain the prospective member contact information.

o Sales Tip – Educate and inform on what has to happen for a prospect to become prepped for Medicare when turning 65. A trusted advisor is what they may be seeking. While these prospects did not contact BCBSM/BCN directly, they completed a form online looking for healthcare information. As the agent, you will be the first contact to these prospects, so utilize this information during the initial conversation.

o Frequency- Agents will receive these leads weekly • O65DRTV (source) Medicare Advantage (lead type)- Major network (ABC, NBC, CBS)

commercial prompting individuals to contact BCBSM/ BCN by making a call into our Health Plan Advisory team..

o Sales Tip – This source leads to more non-qualified leads than direct mail or Norvax. This is because anyone can be motivated by the commercial to pick up the phone and make a call for the free Making the Most of Medicare booklet or the offer of free information or a chance to talk. On the outreach, lead qualification will need to occur more so than in Direct Mail or Norvax. This source historically leads to a lower response to conversion rate.

o Frequency- Q4 each year, resulting in weekly lead distribution potentially. Sporadic DRTV placement from January – September each year

• 64yroldDRTV (source) Medicare Advantage (lead type)- Major network (ABC, NBC, CBS) commercial prompting individuals to contact BCBSM/ BCN by making a call into our Health Plan Advisory team.

o Sales Tip –. It is harder with this marketing medium to distinguish between who truly is 64 or 65+. Unless the Health Plan Advisor on the phone does a good job on the phone capturing this information it may be unknown when you receive a DRTV lead. This source leads to more non-qualified leads than direct mail or Norvax .This is because anyone can be motivated by the commercial to pick up the phone and make a call for the free Making the Most of Medicare booklet or the offer of free information or a chance to talk. On the outreach, lead qualification will need to occur more so than in Direct Mail or Norvax. This source historically leads to a lower response to conversion rate.

o Frequency- Q4 each year, resulting in weekly lead distribution potentially. Sporadic DRTV placement from January – September each year

• Age In Direct Mail responder leads <b’day month>- (source) Medicare Advantage (lead type)- a lead has been purchased from a Michigan aging-in list of individuals that completed a survey they received via Direct Mail asking:

1. In what month and year to you plan to retire or did you retire? (If you are not sure, please estimate)

2. Will you receive health coverage from a pension plan or employer when you turn 65? Yes/No 3. Pleas select the benefit that’s most relevant to you (select one):

1. Dental 2. Low copayments for doctor visits 3. Prescription Drug 4. Vision care and eye glasses

• The prospect is 64 years old and most likely 4-6 months from their 65th • Sales Tip – Educate and inform on what has to happen for a prospect to become prepped

for Medicare when turning 65. A trusted advisor is what they may be seeking. Frequency- Monthly

• <Auto> Age In Direct Mail responder leads <b’day month>- (source) Medicare Advantage (lead type)- a salaried Chrysler, Ford or GM current Blues member will be without health coverage when they turn 65. They are loyal Blues members and we hope to extend the Blues tenure that they have with us.

This group consists of a list of Chrylser, Ford and GM members that completed a survey they received via Direct Mail asking:

1. In what month and year to you plan to retire or did you retire? (If you are not sure, please estimate)

2. Will you receive health coverage from a pension plan or employer when you turn 65? Yes/No 3. Pleas select the benefit that’s most relevant to you (select one):

1. Dental 2. Low copayments for doctor visits 3. Prescription Drug 4. Vision care and eye glasses

• Sales Tip – They are looking for continued coverage that looks and feels much like what they have now. They likely will be receiving a monthly reduction of their spend for health coverage but need help understanding what Medicare is, how they transition into it, what HICN and Part A and Part B effective dates are, etc.

• Frequency- Agents will receive these leads monthly

Field Definitions Here are some key fields that will be of particular interest:

• Lead Type – Lists whether the lead is Medicare Advantage (over 65) or My Blue (under 65) • Lead Date - Date the prospect was opened as a lead in the PMT • Last Update - Date the lead status was last updated in the PMT

For G2I or I2I:

• Enrollment Status – will show the current enrollment status for 2016 products. It will be blank if there are no 2016 product enrollment updates.

• No Update means that there has been no new 2016 sales activity reported. • Enrolled shows which members have submitted their application for a new 2016 plan. • Declined indicates that the member opted out of the suggested product enrollment. • Redesignated means that the member has enrolled through another agent.

• Status Date – The date of the latest status update for 2016 enrollment.

Summary

The list on the right side of the dashboard is a quick count of the incomplete leads assigned you, their lead type, and their current status. Use this quick list to see how many leads you have outstanding. Please make sure they are all up to date.

I2I/G2I: If you have I2I or G2I members for open enrollment, these will be grouped by Enrollment Status, rather than Lead Status. All leads are included in these counts

Tips

This area will display a variety of helpful tips and updated rules for handling your various leads. Review it whenever you log in for new information.

PMT Pages Please note that the most updated version of PMT user guide can be found in the New PMT Pages section.

PMT Pages can be accessed by clicking on “PMT Pages” in the upper right hand corner of your PMT menue.

PMT Pages will open in a new browser window to allow the user to toggle between PMT and the information found on PMT Pages. There will be a menu on the left side on the page to give access to the different topic found on PMT Pages.

Rate Calculator If you would just like to access the rate calculator use the login: ratecalc and password: ratecalc. Please do not reset the password associated with this login.

You can then enter the participant’s information and generate quotes for BCBSM/BCN plan options.