FastApp Learner’s Guide · 2018-06-05 · TRN-REF-607 / 06.28.16 Confidential and Proprietary to Humana Inc. (© 06/2015) Humana MarketPoint Internal Use Only For Training Purposes

TRN-REF-607 / 06.28.16 Confidential and Proprietary to Humana Inc. (© 06/2015)

Humana MarketPoint Internal Use Only For Training Purposes Only (Not CMS Approved)

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Name __________________________________

FastApp Learner’s Guide

This training material is confidential and for agent use only.

This training material, including any subpart(s), is not to be

used as marketing and is not to be provided to a prospect, an

applicant, member, group, or the general public.

This training material is intended to provide a general overview

of agent conduct and compliance requirements. It does NOT

attempt to cover all of the laws, regulations, rules, company

policies, or other requirements applicable to you.



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Overview to Learner’s Guide

Contents This learner’s guide contains the following topics:

Overview to Learner’s Guide .............................................................................................. 2

FastApp Overview .............................................................................................................. 3

FastApp Navigation ............................................................................................................ 4 FastApp Signature Methods Overview ............................................................................... 5

Introduction to Signatures ................................................................................................... 6 Digital Signature Method .................................................................................................... 7 Electronic Signature Method ............................................................................................ 12

MA/MAPD FastApp Overview ........................................................................................ 22 MA/MAPD Application Process ...................................................................................... 23 Unique MA/MAPD Situations .......................................................................................... 33

PDP FastApp Overview .................................................................................................... 37 PDP Application Process .................................................................................................. 38

OSB FastApp Overview ................................................................................................... 44

OSB Application Process .................................................................................................. 45

Saving and Searching FastApps........................................................................................ 58 Searching for a FastApp.................................................................................................... 60

Medicare Supplement FastApp ......................................................................................... 61 Medicare Supplement Application Process ...................................................................... 62 Unique Med Supp Situations ............................................................................................ 70



3

FastApp Overview

Introduction The purpose of this training module is to learn the FastApp system, which is

utilized by Agents to complete MA/MAPD, PDP, OSB, and Medigap

enrollments.

Topics This training module contains the following topics:

1. FastApp Navigation

2. Signature Methods

3. MA/MAPD FastApp

4. PDP FastApp

5. OSB FastApp

6. Medicare Supplement FastApp

Objectives By the end of this lesson, you will be able to:

Efficiently navigate through FastApp.

Identify the differences between signature types and when to use

each one.

Complete a telephonic enrollment for MA/MAPD plans.

Complete a telephonic enrollment for PDP plans.

Complete a telephonic enrollment for stand-alone OSB plans.

Complete a telephonic enrollment for a Medicare Supplement

plan.

Be familiar with the unique situational and state differences

between application types.

WIIFM The FastApp system is one of the important systems you will need to learn in

order to successfully complete your role. All telephonic enrollments for the

products you have learned will be completed in FastApp.



4

FastApp Navigation

Introduction

There are few rules and tips concerning navigating in the FastApp system.

Also, depending upon the plan selected, it will also be necessary to choose a

PCP during the enrollment process. This section will review the rules

surrounding navigating through the FastApp system, as well as choosing a

PCP.

FastApp Rules

and Tips

1. Do not use the Internet Explorer browser Back button in order to go

backwards in FastApp. In fact, the IE browser Back button should be

disabled. Instead, if you need to go to a previous page, use the Back

button within the application.

2. Ensure you have explained benefits, stated the entire plan name, and

addressed all the beneficiary’s questions before completing the

enrollment.

3. Read all application questions and statements verbatim.

4. Select the appropriate signature method based upon priority.

5. Questions/fields with a red asterisk (*) are required.

6. If any required fields are missed, an error message will appear.

7. Punctuation should not be used in FastApp. For example, no periods

after street abbreviations, no hyphens in names (just leave a space there),

etc.



5

FastApp Signature Methods Overview

Introduction In order to begin building your FastApp knowledge, it is important to start

with the different signature options that are available for the applicant to

utilize when completing their enrollment.

Topics

This training module contains the following topics:

1. Introduction to signatures

2. Digital Signature

3. Electronic Signature enrollment

Online electronic signature process

Status of a submitted application



6

Introduction to Signatures

Introduction As part of the enrollment process, the beneficiary is required to sign their

application. You will be required to select a signature option within FastApp

when processing the enrollment. There are two signature options that may be

selected:

1. Digital Signature (D-Sig)

2. Electronic Signature (E-Sig)

When completing an enrollment, we must inform the beneficiary of all

available signature methods; however, we would encourage them to select the

signature method which is most convenient and efficient. The signature

priority is as listed above and will be reinforced within each of the following

sections.

Learning

Objectives After completing this lesson, you will be able to:

Successfully complete a D-sig and E-Sig enrollment application.

Successfully inform the applicant of the next steps in the electronic

signature process when they receive their email from Humana.

WIIFM By reviewing all of the different FastApp signature methods available, you

will become more familiar with each of these different signature options and

will be ready to complete an application smoothly and efficiently.



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Digital Signature Method

Overview

Digital Signature is an authorization option available to external agents. This

method allows the collections of an electronic signature by using an

electronic signature pad.

Approved digital signature pads include:

ePad with Integrisign (recommended)

ePad II with Integrisign (recommended)

Topaz

Steps for

Completing a

Digital

Signature

Next we will review the following steps:

Step 1: Select the Digital Signature Option

Step 2: Review Application

Step 3: Capture Signature

Step 4: Complete PHI Consent Pop Up and Form if applicable

Step 5: Complete FCC Cell Phone question



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Digital Signature Method, Continued

Digital

Signature

Process

Step 1: Select the Digital Signature button at the bottom of the FastApp.

Step 2: Review Application

Once you have clicked the

Digital Signature button,

FastApp will launch a replica

of the enrollement form

within a new web browser.

This HTMP version is non-

editable, but will contain the

exact same information as

previously collected. You

should review this

information with the member

to ensure it is accurate before

moving forward. If changes

are necessary, return to the

form and correct the

information before returning.



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Digital

Signature

Process

continued

Step 3: Capture Signature

Use of an electronic signature pad provides external agents with a tool to

collect a members electronic signature in real-time. This process enables the

agent to give the member an application ID and ensure your agent SAN is

automatically tied to the enrollment, making it easy to track downstream.

External agents are encouraged to purchase an electronic signature pad so

they can leverage this real-time capability. There are numerous USB versions

available, however only a handful have been tested and known to work with

the FastApp enrollment application. A wallet friendly version is available

from ePad and comes with the software to support it. Additional information

is available online:

ePad II (VP9851) Included IntegriSign Desktop eSignature Software

For business purposes, it is important to understand that digital signature

should be used over a paper application. It allows the member to review their

enrollment and electronically sign and authorize their application in real time.

And it adds additional online signature collection methods.



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Digital

Signature

Process

continued

PHI Consent

Form

Step 4: Complete PHI Consent Pop Up and Form if applicable

Once you have collected the applicants digital signature, before moving to the

thank you page a pop up will appear regarding Protected Health Information.

Read the PHI Consent Form question and answer accordingly. If Yes is

selected a form will appear to fill out with the consumer as to whom they

authorize Humana to communicated PHI to (such as a POA, spouse etc).

Additional information about PHI Consent can be found in this job aid TRN

REF 724a FastApp PHI Form Job Aid in the Mentor and or MPU.

This form allows the Humana

Member the ability to assign a

person or organization the right to

obtain Protected Health

Information on behalf of the

Humana Member allowing Humana

to communicate to the designee as

needed.

http://dctm.humana.com/Mentor/Web/v.aspx/TRN-REF-724aFastAppPHIFormJobAid?chronicleID=090009298212752c&dl=0&searchID=VI-8d39f6f26b4c1ab&row=0

http://dctm.humana.com/Mentor/Web/v.aspx/TRN-REF-724aFastAppPHIFormJobAid?chronicleID=090009298212752c&dl=0&searchID=VI-8d39f6f26b4c1ab&row=0



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Digital

Signature

Process

continued

FCC Cellphone

Questions

Step 5: Complete FCC Cell Phone question

Once the PHI consent form question has been completed a FCC Cellphone

question will appear next. This question identifies if the number provided on

the application was a cell phone number. If Yes, another section will open to

ask if Humana can use their cell phone number to reach them for plan reasons

and or marketing reasons.



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Electronic Signature Method

Overview The electronic signature (E-Sig) is initiated using an email address. This

method allows the applicant to electronically sign their FastApp enrollment

form via an email that includes all of the disclosures and agreements. This

signature type is the second option (after D-sig).

Important: We must inform the applicant they must reply to the email in

order for their application to become effective.

When to Use E-

Signature

E-signature should be completed when D-sig is not possible. It should not be

offered as a primary method of signature.

If the applicant wishes to enroll using E-Sig, they must have a valid email

address. For compliance purposes, we are required to collect the email

address of the applicant or their legal representative. If the applicant or legal

representative does not have an email address, they may NOT provide

another person’s email address (i.e. daughter, neighbor, spouse, etc.) unless

the email address is that of the legal representative or applicant. Another

signature option must be selected.



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Electronic Signature Method, Continued

E-Signature

Process

Step 1: Select the Electronic Signature option when accessing the FastApp.

Step 2: Complete all appropriate FastApp fields within the enrollment form.

Pay close attention to the ‘Additional Information/PCP Selection’ section.

Step 3: Enter the applicant’s or legal representative email address in the

“Email Address” field, and click in the box “OK to Email” in Section 3.

Note: After selecting Yes”, to the question “Are you Ready to

Complete the Enrollment Form?” verify the ‘OK to Email’ check box was

selected.

Step 4: Read the FastApp verbiage to the applicant prior to selecting the

Electronic Signature button in the FastApp.

Step 5: After selecting the Electronic Signature button, a pop-up message

will display to ensure that the email address provide is that of the applicant or

their legal representative. Click ‘I Confirm’ if correct to submit the

application. If ‘I Do Not Confirm’ is selected the application will not be

submitted. You must confirm the correct email address and select the

Electronic Signature button again to submit the application.

Step 6: The Thank You page will display once the application has been

successfully submitted. Review the Communication Preferences with the

applicant. If any of the email options are selected, click on the ‘Save

Preferences’ button.



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E-Signature

Next Steps

Process

Step 1: Inform the applicant to look for an email from Humana with the

subject line ‘Important request from Humana’. Instruct them to click on

the link within the email to review and electronically sign the application

within 48 hours (sooner if the application is at the end of the month). Note:

If the beneficiary does not sign their application within 48 hours, the

enrollment becomes void.

Step 2: Review the effective date and inform the applicant that their

application will become effective the first of the month after the documents

are received by Humana. If the documents are not received timely, this could

delay the effective date.

Step 3: Inform the applicant that to access and electronically sign their

application on the ‘Complete your Enrollment with an Electronic Signature’,

they must enter their first/last name, date of birth, home zip code, and their

Medicare Claim number.

Step 4: Inform the applicant that once they have successfully signed their

application, a Thank You page will display. If they have any questions or

problems, they should call the support number noted in their e-mail.



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Online

Enrollment

with Electronic

Signature

The steps noted below is the process the applicant will go through to

complete their enrollment in their plan using an electronic signature.

Step 1: Email notification is received from Humana with ‘Important request

from Humana’. This system generated email allows the applicant to review

and electronically sign their enrollment.

Step 2: Applicant must login to view their enrollment form. For security

purposes, they must enter their first and last name, date of birth, home zip

code, and Medicare Claim number. Click ‘Next’ to move forward.



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Online

Electronic

Signature

Process,

continued

Step 3: After successfully logging in, the applicant is required to review and

agree to the Online Service Agreement (OSA).



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Online

Enrollment

with Electronic

Signature

Process,

continued

Step 4: After clicking on ‘Agree’ to the Online Service Agreement, the

online version of the application will display. The applicant reviews the

information, enters their first and last name, and clicks on the ‘Submit’ button

to complete the online enrollment process.

Step 5: The Congratulations page will display informing the applicant that

they have successfully enrolled in their Humana Medicare Plan. Also

included on this screen is important plan information (i.e. Evidence of

Coverage) and other reference material.



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Troubleshoot-

ing the Online

Electronic

Signature

If the information entered on the login screen does not match after two failed

login attempts, the system automatically locks the account. An error message

will display instructing the applicant to contact Customer Service.

Note: If the applicant has any problems or questions signing their

application, they should contact the support number located in their email.



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Viewing Status

of Application

After

Submission

Step 1: To view the status of the application, you can search for the

application in FastApp using any of the search fields (i.e. Application ID,

Claims Number, Customer Name, etc.).

Step 2: You can review and monitor the status of an enrollment that has

been submitted using an electronic signature.

Status at time of agent routing the E-sig to an applicant for

review/authorization.

Status after applicant has authorized/electronically signed their

enrollment.

Status after the enrollment has been picked up within the “batched”

file and systematically transferred to enrollment.



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Viewing Status

of Application

After

Submission

Step 3: Agent can monitor the Success and/or Failure of the applicant when

they login to review the online enrollment. Click on + to the left Prospect’s

name.

Step 4: Agents can send a subsequent email to the same email address if the

original email address was correct.



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Viewing Status

of Application

After

Submission,

continued

Step 5: Agents can send a subsequent email to the applicant using an

alternate address if needed.

Step 6: Agents can easily identify locked E-sig account within FastApp as

they appear in ‘red text’. The account can be unlocked by clicking on the

“Unlock Application” link as shown below.

Additional

Resource For additional information on the e-signature option, see the ESIG Enrollment

Instructions (TRN-REF-218) document in Mentor and or MPU.

http://dctm.humana.com/Mentor/Web/v.aspx/TRN-REF-218ESIGEnrollmentInstructions?chronicleID=0900092981275adf&dl=0&searchID=VI-8d39f6f642de4ea&row=0

http://dctm.humana.com/Mentor/Web/v.aspx/TRN-REF-218ESIGEnrollmentInstructions?chronicleID=0900092981275adf&dl=0&searchID=VI-8d39f6f642de4ea&row=0



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MA/MAPD FastApp Overview

Introduction As an Agent, you will often be completing an enrollment for a MA or MAPD

product within FastApp with a beneficiary. This module will familiarize you

with the application system.


1. The MA/MAPD FastApp Application Flow

2. Unique Situations Concerning a MA/MAPD FastApp

3. Practicing MA/MAPD FastApps

4. Scenario Call

Objectives By the end of this lesson, you will be able to navigate through the FastApp

system in order to successfully complete a MA/MAPD enrollment

application.



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MA/MAPD Application Process

Overview

There are several steps involved in completing a MA/MAPD enrollment.

This section will review those steps starting with when the beneficiary has

decided to enroll in a plan.

Note: It is assumed the External Agent has already completed the appropriate

prior steps, explained benefits, and quoted the plan.

Viewing

Available Plans You may filter the plans displayed by clicking on the appropriate product

check box(es). Review available plans with beneficiary, explain benefits,

provide quote, and click “Enroll.”

Enroll in Plan Click the “Enroll in Plan” button next to the desired plan. Confirm the plan

being enrolled in to include the name and number. Suggested verbiage: “Mr.

Jones, the plan you have chosen is the Humana Community HMO H2649-032

Plan. Is this correct?”

Upon receiving confirmation from the beneficiary, click “Enroll” to enter the

application.

When Optional Supplemental Benefits (OSBs) are available on the plan you

will also see those listed. You can select any or all the beneficiary has

already decided to add to the plan or you can do so while in the application.



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MA/MAPD Application Process, Continued

Signature

Option Next you will be prompted to select the enrollment method the customer

wishes to use to enroll into the Medicare plan.

Application

Begins Now you are ready to begin the enrollment. There are 12 sections to

complete with in the enrollment form.

Section 1: Decision Maker Questions

Section 2: Medicare Card Information

Section 3: ESRD Questions

Section 4: Contact Information / PCP Selection

Section 5: Proposed Effective Date

Section 6: Group Coverage Questions

Section 7: Medicaid / LTC Questions / Emergency Contact

Section 8: Optional Supplemental Benefits

Section 9: Agent Information

Section 10: Select a Payment Option

Section 11: Understanding Your Plan / Release of Information / Authorization

Section 12: Select a Signature Option / Submit / Save

You can save the

application at any time

however this will also close

the application and you will

need to search for and

reopen.

Never use the Return Home

feature. Always exit

FastApp from the browser

page and reopen a new

FastApp.



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Compensation

Disclosure

Read the compensation disclosure verbatim:

The person that is discussing plan options with you is either employed by

or contracted with Humana. The person may be compensated based on

your enrollment in a plan."

Section 1:

Decision Maker

Questions

Read and indicate the appropriate response to the medical and

prescription drug question.

o If the beneficiary responds with an answer that does not

correspond to the plan selected, an error message will appear.

o Verify the beneficiary’s understanding of the plan they are

applying for.

o If necessary, return to the home screen and select another plan.

If OSBs were available on the plan, an OSB question will need to be

read and responded to.

o If “No” is answered to the OSB question, an error message will

appear indicating that the agent must explain the OSBs available

on this plan.

Read and indicate the appropriate response to the question regarding

who is completing the application.

o If a POA, ensure the beneficiary is not capable of making their

own healthcare decisions.

o Additional fields for the POA’s information will appear and need

to be completed.

o If a Translator is being used, additional fields regarding the

translator will need to be completed.



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Section 2:

Medicare Card

Information

Complete and verify all fields.

Name needs to be entered exactly as it appears on the Medicare

card.

Medicare Claim Number can be entered with or without the

dashes.

Note: It is often a good idea to ask the beneficiary to pull out their red, white,

and blue Medicare Card and use it to answer these questions.

Section 3:

ESRD

Questions

Ask the ESRD question verbatim and indicate the appropriate response.

If “No,” continue to the next section.

If “Yes,” additional questions will appear. Refer to the ESRD Tree

for who would still be eligible.



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Section 4:

Contact

Information/

PCP Selection

Enter the beneficiary’s permanent address, typically the address they

reside at least 6 months of the year. No PO boxes may be entered in

these fields.

Enter a mailing address, if different than permanent. Leave blank if

no PO Box is used; do not enter N/A or None.

If using e-sig, E-mail Address and “Ok to E-mail” fields must be

complete. Selecting “NO” will render the following message.

Complete the email, phone number, and language preference fields.

Note: The information regarding the TTY number and hours does

need to be read.

Receiving documents online: Read this information to the customer

and answer accordingly.

Select a PCP by using the Physician Finder button, if required by plan

selected.

“Do you wish to identify Primary Care Physician” field may be

selected for you based upon the plan.

PCP Type - the only option which allows you to submit an application

is “Located in Physician Finder.” However, two other options do

appear.

o Located in Physician Finder

o Non Network PCP

o Non PCP Specialist

“Name of Primary Care Physician” and “PCP #” fields are not

editable. This information will pre-fill upon selecting a PCP from the

Physician Finder.

“Are you an established Patient of the Physician” - indicate “yes” or

“no”



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Section 5:

Effective Date

Read the paragraph pertaining to AEP and exception election periods.

Select the appropriate election period and effective date. FastApp may assist

by greying out options that are not applicable to this beneficiary. The blue ?

Icons may be hovered over for additional information.

If “SEP” is selected:

The following pop-up box will appear. Read the verbiage to the beneficiary

and obtain their agreement.

Select the appropriate SEP reason within the “Select Reason” field.

If one of the following SEPs is selected the additional info listed will be

required:

If this SEP is selected The Agent will Need to Indicate…

OTH An appropriate justification for selecting this SEP

LEC Date beneficiary lost employer/union coverage MOV Date beneficiary moved. PAC Date beneficiary left a PACE program.



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Section 6:

Group

Coverage

Questions

Read the group coverage questions and indicate the appropriate answer.

If “Yes” is answered to the question pertaining to other group health

coverage, additional fields will appear and need to be addressed.

The paragraph pertaining to current prescription coverage must be

read.

If “Yes” is answered on question pertaining to other prescription

coverage, additional fields will appear and need to be addressed.

Section 7:

Medicaid / LTC

Questions /

Emergency

Contact

Read the Medicaid question. If “Yes” is answered, ask the beneficiary

for their Medicaid Policy Number. This is a required field if “Yes”

was answered.

Read the nursing home/ long-term care facility question. If “Yes” is

answered, additional fields pertaining to the institution will appear.

This is a required field if “Yes” was answered.

Read the emergency contact question. If “Yes” is answered,

additional fields to enter the emergency contact person’s information

will appear. Even though this is an optional field, we must still ask

whether they wish to add an emergency contact.

Section 8:

Optional

Supplemental

Benefit (if

available)

Your agent information should pre-populate in the first three fields within this

section. This information cannot be modified. No additional information

needs to be completed.

Note: In this section, there will be fields asking for SOA verification. DMS

should ignore these fields, as we do not have to enter anything in these fields.

These particular fields are only for Delegated agents who may use the

FastApp during an appointment, since SOA is not required during a

Telephonic enrollment.



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Section 9:

Agent

Information

Your agent information should pre-populate in the first three fields within this

section. This information cannot be modified. No additional information

needs to be completed.

Note: In this section, there will be fields asking for SOA verification.

Section 10:

Select a

Payment

Option

Read the verbiage regarding payment and select the appropriate option.

Regardless of which payment option is chosen, additional verbiage regarding

that option will appear and needs to be read to the beneficiary.

Section 11:

Understanding

Your Plan /

Release of

Information /

Authorization

Ask “Are you ready to complete the enrollment form?” and indicate the

beneficiary’s response. The beneficiary must state a clear “yes” response. If

anything other than a clear “yes” is stated, the Agent must clarify with the

beneficiary before proceeding.

If any information is missing within the enrollment form, the system will

display an error message at the top of the screen at this time. The

information will need to be completed and the “yes/no” confirmation field

will need to be updated again.

If E-Sig, read the appropriate additional verbiage.



31


Section 12:

Select a

Signature

Option/

Submit/Save

If the prospect wishes to sign using E-Sig, state the following:

“Once you receive the completed application, please make sure you do the

following before you sign it. Review it for accuracy. Read the important

information at the bottom of the enrollment form carefully. The information

outlines how enrolling in our plan may affect other coverage you may have,

the terms and conditions of the plan you are enrolling in, and what your

responsibilities are as a member of our plan.”

“Your coverage will begin on the first day of the next month as long as

Humana has your completed and signed enrollment form no later than the last

day of this month. If we receive your completed enrollment form after the

last day of this month, your coverage will not begin until the first day of the

following month.”

Select the signature method button to submit the enrollment.

Next Steps Refer to the “Signature Options” section of this manual for the appropriate

signature method process.

Inform the beneficiary of the next steps and educate them on what to expect

based upon their signature method.



32


Wrap Up

Complete the PHI Consent Pop Up and Form if applicabe

Complete the FCC Cell Phone question

Review information on Thank You page

Exit FastApp (open a new FastApp form for each applicant)

Explain to the caller that they will receive a Verification Call within 7

days to confirm they wanted to enroll in this plan.

Note: It is important to prepare the caller for the Verification Call. If

the caller mistakenly states they don’t know anything about the

enrollment or mistakenly says they did not want to enroll, they will be

dis-enrolled from their new plan.

Provide the caller with Customer Service phone number.



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Unique MA/MAPD Situations

Chronic Care

SNP Additional

Questions

If the beneficiary is applying for a Chronic Care plan, additional questions

will populate in FastApp, which you will need to ask the beneficiary. It is

not considered health screening or “cherry picking” to ask these questions

once the applicant has elected to enroll in one of these plans.

Below are sample screenshots of the additional Chronic Care SNP questions:



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Unique MA/MAPD Situations, Continued

Chronic Care

SNP Additional

Questions,

continued



35


Beneficiary

States PCP Will

Soon Be In-

Network

A beneficiary may state that their doctor is or soon will be in the network;

however, you cannot find them in the Physician Finder. You cannot enroll

the beneficiary in a plan that requires a PCP selection, if you cannot find the

provider in the Physician Finder. Only providers found in the Physician

finder should be used in making a plan and provider selection.

PCP Not In-

Network

Occasionally, you will have started a FastApp on a plan that requires the

selection of a PCP, only to find out that the beneficiary’s PCP is not in the

network. If the beneficiary does not wish to continue with the enrollment,

you would inform the beneficiary that doctors are regularly added to the

network; and, Humana can call the beneficiary, if their doctor is added in the

future.

Refer to the document titled “PCP Not In-Network - Applicant Does Not

finish Application (TRN REF-228)” for specific steps to follow with in

Mentor and or MPU

http://dctm.humana.com/Mentor/Web/v.aspx/TRN-REF-228PCPNotIn-Network-ApplicantDoesNotFinishApplication?chronicleID=09000929812f160e&dl=0&searchID=VI-8d39f6f89f8084a&row=0

http://dctm.humana.com/Mentor/Web/v.aspx/TRN-REF-228PCPNotIn-Network-ApplicantDoesNotFinishApplication?chronicleID=09000929812f160e&dl=0&searchID=VI-8d39f6f89f8084a&row=0



36


Existing

Member Does

Not Have

Medicare ID #

If an existing or former Humana member is attempting to enroll in a new plan

however they cannot provide their Medicare ID # and/or effective dates, it is

NOT allowable for an Agent to call Humana Customer Service to obtain the

information. The ID #/effective dates is considered protected information

(PI), and the CS Rep could potentially be violating HIPAA by providing the

information.

Please see the following Mentor document for more details:

Medicare Enrollment Department Protecting Personal Health Information

(PHI)

http://dctm.humana.com/Mentor/Web/v.aspx/MedicareEnrollmentDepartmentProtectingPersonalHealthInformation(PHI)?chronicleID=0900092980fcd8ad&dl=0&searchID=VI-8d39f7065d5b5fb&row=0

http://dctm.humana.com/Mentor/Web/v.aspx/MedicareEnrollmentDepartmentProtectingPersonalHealthInformation(PHI)?chronicleID=0900092980fcd8ad&dl=0&searchID=VI-8d39f7065d5b5fb&row=0



37

PDP FastApp Overview

Introduction As an External Agent, you will be completing an enrollment for a stand-alone

PDP product within FastApp with a beneficiary. This module will familiarize

you with the application system.

Topics This training module contains the following topic:

1. The PDP FastApp Application Process

Objectives By the end of this lesson, you will be able to navigate through the FastApp

system in order to successfully complete a PDP enrollment application.



38

PDP Application Process

Overview

There are several steps involved in completing a PDP enrollment. This

section will review those steps starting with when the beneficiary has decided

to enroll in a PDP plan.

Note: It is assumed the Agent has already completed the appropriate prior

steps, explained benefits, and quoted the plan.

Signature

Method Next you will be prompted to select the enrollment method the customer

wishes to use to enroll into the Medicare plan.



39

PDP Application Process, Continued

Enrollment

Begins Now you are ready to begin the enrollment. There are 10 sections to

complete with in the enrollment form.

Section 1: Decision Maker Questions

Section 2: Medicare Card Information

Section 3: Contact Information

Section 4: Proposed Effective Date

Section 5: Group Coverage Questions

Section 6: Medicaid / LTC Questions / Emergency Contact

Section 7: Agent Information

Section 8: Select a Payment Option

Section 9: Understanding Your Plan / Release of Information / Authorization

Section 10: Select a Signature Option / Submit / Save

Compensation

Disclosure Read the compensation disclosure verbatim:

The person that is discussing plan options with you is either employed by

or contracted with Humana. The person may be compensated based on

your enrollment in a plan."

You can save the

application at any time

however this will also close

the application and you will

need to search for and

reopen.

Never use the Return Home

feature. Always exit

FastApp from the browser

page and reopen a new

FastApp.



40


Section 1:

Decision Maker

Questions

Read and indicate the appropriate response to the prescription drug

question.




applying for.


If the plan utilizes a Preferred pharmacy network, an additional

questions will pop-up, need to be read, and responded to.

o If the beneficiary responds with a “No” answer, an error message

will appear.


applying for.







to be completed.



Section 2:

Medicare Card

Information


Name needs to be entered exactly as it appears on the Medicare

card.

Medicare Claim Number can be entered with or without the

dashes.

Enter the beneficiary’s Date of Birth





41


Section 3:

Contact

Information

Enter the beneficiary’s permanent address. A PO Box can’t be

entered.

Enter a mailing address, if different than permanent.



need to be read.


complete.

Section 4:

Effective Date

Read the paragraph pertaining to AEP and exception election periods.

Select the appropriate election period and effective date. FastApp may assist

by greying out options that are not applicable to this beneficiary. The

icons may be hovered over for additional information.

If “SEP” is selected:

The following pop-up box will appear. Read the verbiage to the beneficiary

and obtain their agreement.

Choose the appropriate SEP reason within the “Select Reason” field.

Depending upon the particular SEP selected, additional fields may pop-up.



42


Section 5:

Group

Coverage

Questions

Read the group coverage verbiage and question. Indicate the appropriate

answer. If “Yes” is answered, additional fields will appear regarding the

other coverage.

Section 7:

Agent

Information

Your agent information should pre-populate in this section. No additional

information needs to be completed.

Note: In this section, there will be fields asking for SOA verification.

Section 8:

Select a

Payment

Option

Read the verbiage regarding payment and select the appropriate option.

Regardless of which payment option is chosen, additional verbiage regarding

that option will appear and needs to be read to the beneficiary.

Section 9:

Understanding

Your Plan /

Release of

Information

/Authorization


beneficiary’s response. If E-Sig, read the appropriate additional verbiage.



43


Section 10:

Select a

Signature

Option /

Submit / Save

If e-sig was selected, read the additional verbiage.

Select the signature method button to submit the enrollment.

Next Steps

Refer to the “Signature Options” section of this manual for the appropriate




Wrap Up

Review information on Thank You page.

Explain to the caller that they will receive a Verification Call within 7

days to confirm they wanted to enroll in this plan.

Note: It is important to prepare the caller for the Verification Call. If

the caller mistakenly states they don’t know anything about the

enrollment or mistakenly says they did not want to enroll, they will be

dis-enrolled from their new plan.



44

OSB FastApp Overview

OSB

Introduction As an External Agent, you will also be completing enrollments for Humana’s

Optional Supplemental Benefits (OSB). An OSB enrollment can occur in two

ways:

1. When the beneficiary is enrolling in a MA/MAPD plan. If this is the

case, the OSB is simply added to the enrollment. (Refer to the

MA/MAPD Enrollment Process section of this module for a reminder

on this process.)

2. At other times, a beneficiary may be enrolling for an OSB after they

have already had a MA/MAPD plan in force. This is referred to as a

stand-alone or Add-on OSB enrollment.

This module will review the process for an enrollment for a stand-alone PDP

product within FastApp with a beneficiary (method #2 listed above.)

Topics This training module contains the following topic:

1. The OSB Application Process

Objectives By the end of this lesson, you will be familiar with the process to enroll a

beneficiary in an Optional Supplemental Benefit.



45

OSB Application Process

Overview There are several steps involved in completing a stand-alone OSB enrollment.

This section will review those steps.

OSB

Reminders A few things to note:

OSBs are a CMS-regulated product.

The business model is to complete the OSB enrollment over the

phone, instead of setting an appointment.

Enrollments cannot be completed on outbound calls.

An OSB can be enrolled for year round; they do not require an

enrollment period.

In order to qualify for a Humana OSB, you must have a Humana MA

or MAPD plan.

OSBs cannot be purchased to be added on to a PDP or Med Supp

policy.

A beneficiary may have multiple OSBs (one for vision benefits and

another for dental benefits); however, cannot have two that cover the

same products (2 dental plans.)

When applying for a stand-alone OSB, the qualifying questions are:

o Decision Maker

o Permanent residence

o Existing dental/vision coverage

o Confirmation of current Humana member (when adding to an

existing MA/MAPD policy.)



46

OSB Application Process, Continued

Initial Steps Ask for the customer’s Member ID number.

Click on the Member coverage button to open a new screen.

Review which MA/MAPD plan the member currently has. (Notice

this screen will state any existing OSBs the member may have, as

well.)

Probing Probing for needs still should occur to determine which OSB plan will best

meet the beneficiary’s needs. When asking probe, remember to not ask

profiling questions

Examples of non-profiling question:

o “What are you looking for in a dental plan?”

o “What benefits are important to you in a dental plan?”

Examples of profiling question:

o “How many times do you go to the dentist a year?”

o “Do you have any major work that needs to be completed?”



47


Searching for

the Member’s

Plan

In order to determine which OSBs are available with the member’s plan and

to begin the enrollment process, you will need to search for the member’s

existing MA/MAPD plan.

1. Click on “Humana Member Search - Abbreviated Enrollment /

Optional Supplemental Benefit Enrollment.”

2. Choose the “OSB” radio button.

3. Choose the “Humana ID” radio button.

4. Enter the member’s Humana ID in the appropriate field.

Note: The plan can also be searched for by Medicare ID or

Application ID.

5. Click Search



48


Viewing

Available OSBs The OSB(s) available on the member’s plan will appear. Select the OSB(s)

the member is interested in. Click “Enroll in Plan” after verifying any

existing OSB and presenting benefits (see next sections.)

Existing OSB Ask if the beneficiary has an existing OSB benefits. If yes…

Ask if they wish to replace their existing OSB with the new one?

OR

Do they wish to keep their existing OSB and purchase an additional

one?

If the beneficiary wishes to keep their old OSB and also add the new one, the

Agent will need to make sure ALL OSBs are checked on the application. i.e.

the existing one and the new one.

Note: This is an important step! If the existing one is not also checked on

the application, it will be assumed that the new one is replacing the

existing/old OSB, and the member will not have both benefits that they are

wanting.



49


Required

Disclosures The following disclosures are required for an OSB stand-alone enrollment:

Personal Information

CMS Contract

OSB

No Summary of

Benefits will be

Sent

Inform the customer:

“You will not receive another Summary of Benefits in the mail with your

Welcome kit. If you have any questions and would like to review the benefits

of the OSB, please reference the summary of benefits that you received when

you first enrolled in the <name of Humana MA/MAPD plan>. If you do not

have the Summary of Benefits, you can contact customer service to request a

new one to be sent.”



50


Plan

Information Inform the beneficiary of the OSB type.

OSB premium

Proposed effective date of the first of the following month

Review Summary of Benefits



51


Section 1:

Decision Maker

Questions

Read the compensation disclosure.

Read and indicate the appropriate response to the OSB question.




applying for.







to be completed.





52


Section 2:

Medicare Card

Information


Name needs to be entered exactly as it appears on the Medicare card.

Medicare Claim Number can be entered with or without the dashes.





53


Section 3:

Contact

Information

Enter the beneficiary’s permanent address. A PO Box can’t be

entered.

Enter a mailing address, if different than permanent. This is where a

PO Box may be added.



need to be read.


complete.



54


Section 4:

Optional

Supplemental

Benefits

Effective Date

The effective date will display. Pay special attention to the note.

Section 5:

Agent

Information





55


Section 6:

Select a

Payment

Option

Inform the beneficiary that the payment information that was used for

the initial enrollment (base plan) will be used for the OSB, as well.

We will not be able to change the payment option now for the OSB or

existing MA/MAPD plan.

If paying by coupon book, they will receive a new coupon book

within 30 days.

If paying by Social Security deduction, they will receive a letter from

Social Security within 30 days.

Section 7:

Understanding

Your Plan /

Release of

Information /

Authorization


beneficiary’s response.

If E-Sig, read the appropriate additional verbiage.



56


Section 8:

Select a

Signature

Option /

Submit / Save

Select the signature method button to submit the enrollment. If e-sig was

selected, additional verbiage will need to be read.

Next Steps Refer to the “Signature Options” section of this manual for the appropriate






57


Wrap Up Review information on Thank You page.

Provide the caller with Customer Service phone number.

Inform the beneficiary they will receive a new ID card with the OSB

information within 7-10 business days. If enrolling within 2 weeks of

their proposed effective date, inform them that if they do not receive

their ID card by their proposed effective date, they should call

Customer Service if they wish to utilize their benefits.



58

Saving and Searching FastApps

Saving

FastApp

Situations

Occasionally, you will have started a FastApp but cannot complete the

application. The reasons for not being able to complete the application may

vary, but could include:

You get to the PCP section on a plan that requires a PCP and find out

that the beneficiary’s doctor is not in-network. The beneficiary does

not wish to continue.

Note: In this situation, inform the beneficiary that doctors are added

to the network on a regular basis, and they may want to check back

with us at a later date. More to come on this process in a moment.

The beneficiary has to go / does not have enough time to complete

enrollment.

When you select the Save and Close Application button the application will

be saved and will automatically close. You will have to search for the

application to access and complete it.

Do not use the Return Home button. When done with an application (saved

or submitted) you need to close out of the current fastapp screen and open a

fresh fastapp screen. This will keep any previouse consumer information

used in the last FastApp screen web browser from prepopulating into the new

application in error.



59

Saving a FastApp

Saving a

FastApp

Process

Follow the steps below to save a FastApp:

1. Click on the “Save Application” button at the bottom of the screen.

2. Read the verbiage within the pop-up box to the beneficiary.

Note: If the beneficiary indicates “No” to the question regarding the

application not being submitted or reviewed, the application cannot be

saved.

3. Indicate the reason for saving in the appropriate field.

4. Make comments

5. Click “Save and Close Application.”

6. Review the Thank You page information regarding:

Application Status

Free Standing Dental and Vision

Communication Preferences - if communication preferences are

entered, click “Save Preferences.”



60

Searching for a FastApp

Searching For a

FastApp You may search for a pending/completed enrollment within FastApp. You

would open the “Search Application” section and enter one (or more) of the

following criteria:

Application ID

Medicare Claim #

Phone Number

Application Date

Client’s Last and First name

Click “Search.”

Search Results Upon your search results appearing, the following information will be

available:

Signature Method (indicated by an icon)

Prospect Name

Application ID and Plan Type (HMO, PPO, PFFS, etc.)

Application Date and Time

Medicare Claim #

Phone Number

Application Status

If the signature method was e-signature, you may resend the e-sig email or

update the email address. Refer to the Signature Methods section of this

document for the process.



61

Medicare Supplement FastApp

Introduction The purpose of this training module is to learn the Medicare Supplement

FastApp process.


1. Medicare Supplement Application Process

2. Unique Medicare Supplement Situations

Objectives By the end of this lesson, you will be able to:

Complete an enrollment for a Medicare Supplement plan.



62

Medicare Supplement Application Process

Viewing

Available Plans You may filter the plans displayed by clicking on the appropriate product

check box(es).

Information

Needed for

Rate

Calculation

Because Med Supp plans rates do vary from customer to customer, you will

receive a pop-up Quick Quote box asking for the caller’s gender and date of

birth and proposed effective date. Enter this information.

Reminder: If the caller is interested only in MA/MAPD/PDP plans, you

would not ask this information (i.e. DOB) at this time, as it would be

considered profiling. In order for these Quick Quote questions to not appear

ensure the Med Supp box is NOT selected prior to selecting View Plans.



63

Medicare Supplement Application Process, Continued

Estimate Your

Medicare

Supplement

Premium

In order to further obtain the correct premium rate, you will need to enter the

following information in the window that pops up:

Medical Insurance (Part B) effective date

Plan Effective Date

Date of Birth and Gender should carry over from the last screen

Existing Coverage Details

Under 65 with ESRD Question

Smoking Status (if not in OEP or GI)

Height and Weight

Household discount – enter the name and Medicare claim # of the

other household member on a Medicare Supplement to obtain the

household discount (if applicable)

Notes:

Plan effective dates can be up to 3 months into the future, starting on

the 1st of the month. If any other month is entered, you will receive

an error message.

Based upon the information entered, the system will help determine if

the applicant is within their Open Enrollment Period (OEP) or may

have a Guarantee Issue (GI) Trigger. Ask all active (not greyed out)

questions.

When entering other coverage information, you may leave the “End”

field empty if their other coverage is still in force.

Rate Based upon the information entered, FastApp will determine the rate.

If the rate has changed, inform the applicant of this.

Examples

of rate

calculations



64


Discount

Details Link Once rates are set, if you click “Cancel” on the Rate box (shown above) you

will return to the Plan Selection screen. Under the updated premium, a

“Discount Details” link will now show. You may click on that link to view

the any discounts the applicant was determined to be eligible for.

Mandatory

Disclosure Upon clicking “Ok” on the rate pop-up screen, you will enter the FastApp.

Read the required disclosure verbatim at the top of the screen:

The Person that is discussing plan options with you is either employed by or

contracted with Humana. The person may be compensated based on your

enrollment in a plan.



65


Section 1:

Decision Maker

Questions

Read and indicate the appropriate response to the Medicare

Supplement question.

o If the beneficiary responds that they are not aware that this is a

Medicare Supplement plan, an error message will appear.

o If this occurs, verify the beneficiary’s understanding of the plan

they are applying for.







to be completed.



Section 2:

Medicare Card

Information


Name needs to be entered exactly as it appears on the Medicare card.

Part B effective date, gender, and date of birth should pre-fill based

upon previous information entered.


complete.





66


Section 3:

Contact

Information

Enter the beneficiary’s permanent address.

Enter a mailing address, if different than permanent.

Enter Emergency Contact Information, if available.

Section 4:

Effective Date

Should pre-fill based upon previous information entered.

Section 5:

Other Coverage

Read verbiage.

Answer active (not greyed out) questions.

Section 6:

Guaranteed

Acceptance

Answer the active questions.

Section 7:

Medical

Questions

If applicant is in an OEP or GI situations, the medical questions will

be greyed out. You may skip over these questions.

If applicant is NOT in an OEP or GI situation, the questions will be

active.

Read the questions verbatim and indicate the applicant’s response.

If the applicant provides a medication that is listed within the Agent

Sales Guide as making them ineligible or has an ineligible BMI, you

would stop the applicant and inform them of their ineligibility.



67


Section 8:

Premium

Determination

If not applying in an OEP or GI situation, these questions will be active.

Read the questions and indicate the responses in order to verify the rate

amount.

Section 9:

Agent

Information





68


Section 10:

Select a

Payment

Option

On Med Supp applications, you will be collecting payment information.

Enter the monthly premium in the first month’s premium box.

Note: If the applicant wants to draft an amount in addition to their first

month’s premium, add this amount to the total you enter.

Select the first payment method.

Select the payment method for all regular (future) payments.

Repeat all payment information back to applicant to ensure accuracy.

Read the payment agreement verbiage verbatim.

If the agent has sold this beneficiary any other health insurance

policies that are still in force OR sold within the past 5 years that are

no longer in force, list them within the Company and Type fields.

Note: For Telesales agents in the Call Center, the agent will almost

always enter “none.” Example below:

Reminder: Beneficiaries who pay by ACH or through recurring credit card

payments receive a $2 discount on their monthly premium.

Note: Premium is drafted within 2-5

days of receipt and is not held until

the coverage effective date. If the

application is denied, the payment

will be refunded. A refund (if

necessary) is typically processed

within 5-10 business days.



69


Section 11:

Understanding

Your Plan /

Release of

Information

Authorization.

Check the box “I certify that I have completed the application.”

Select “Yes” in the “Are you ready to complete the enrollment form”

box when the applicant is ready.

Section 12:

Select a

Signature

Option /

Submit / Save

Select the appropriate signature method.

Follow the appropriate steps based upon signature method selected.

In order for the application to be complete, both the applicant and

agent must “sign” the application.

o The applicant does this based upon whichever signature method is

selected.

o The agent “signs” when submitting the application.



70

Unique Med Supp Situations

Incomplete/

Pended Med

Supp Plans

A Medicare Supplement plan will be unable to be processed if any of the

following apply:

Questions are left unanswered

The county field is left blank

The premium is miscalculated

An incomplete application will have a delay in processing and the effective

date may be affected. This is why is it is very important to fill out the entire

application thoroughly and accurately.

Multiple

Guarantee

Issue Triggers

Apply

There may be times when more than one of the Guaranteed issue situation

discussed applies to the prospect you may be speaking with. When this

happens you can choose the guarantee issue right that gives you the best

choice. When one of these guarantee issue rights fits the beneficiary’s

situation, you would need to select this option on the Supplement FastApp

pre-screen.



71

Unique Med Supp Situations, Continued

Wisconsin &

Minnesota

Riders

Riders are available on the Medicare Supplement plans in the state of

Wisconsin. The initial rate displayed in FastApp does not include the cost of

these riders. To obtain the cost of the riders, the Agent will need to follow

these steps:

Step 1 - Click on either the “Enroll in Plan” button on the “Riders” link.



72


Wisconsin &

Minnesota

Riders,

continued

Step 3 - You will be taken to the “Estimate Your Medicare Supplement

Premium” screen. Complete this screen, being sure to answer all

applicable questions.



73


Wisconsin &

Minnesota

Riders,

continued

Step 4 - Based upon your caller’s answers, a pop-up box with the final

premium (with riders included) will display. Click “OK” to proceed

with the application with this premium. Or, click “Cancel” to select

another plan.

Wrap Up The FastApp system is an important system as it houses the Humana

Medicare enrollment application. You will be using this system often.



74

Documents

FastApp Learner’s Guide · 2018-06-05 · TRN-REF-607 / 06.28.16 Confidential and Proprietary to Humana Inc. (© 06/2015) Humana MarketPoint Internal Use Only For Training Purposes