WellCare Mobile Scope of Appointment (SOA) App for Medicare - …i.icpro.co/.../0/WellCare+Mobile+SOA+App+Training.pdf · Purpose & Key Features Active Certified Agents can now use

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WellCare Mobile Scope of Appointment (SOA) App for Medicare

Contents

Purpose & Key Features Mobile SOA Walkthrough Offline Mode Walkthrough Mobile SOA Application Installation & UUID Registration

- W2 Agent - 1099 Agent

Agent Login- W2 Agent Login- 1099 Agent Login

FAQs Support

- Technical- W2 - 1099

Mobile SOA Walkthrough – Spanish Version

Purpose & Key Features

Active Certified Agents can now use the Mobile SOA app to obtain SOA from the beneficiary in lieu of calling the Appointment Verification Line (AVL). The Mobile SOA app creates a compliant SOA.

The Mobile SOA offers these features:

Installs on iPhone/iPad and Android devices

Digital Capture of Agent’s Electronic Signature

Digital Capture of Beneficiary’s Electronic Signature

Photo capture of Paper SOA (when conducting paper scope)

Online/Offline Mode

Should a beneficiary not feel comfortable using the Mobile SOA app the AVL will still be available to capture Scope of Appointment

Mobile SOA Application

Walkthrough

Mobile SOA Application Walkthrough

Everyday use of the Mobile SOA App is easy to use. This step-by-step walkthough will show you how to use the app.*Installation of the Mobile SOA will be shown in later slides.

Launch the Mobile SOA App

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Click on the Mobile

WellCare SOA Application

icon from your mobile device.

Enable Mobile SOA App on Device

When prompted, always select Allow (as shown in the examples below) which will enable the Mobile SOA App to work with your device.

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Login Page

Sales Agent can login the application using their Agent ID, User name and Password

Login: Master Downloads

Apple View Android View

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All the SOA Forms are listed

in this bucket

All SOA Forms submitted to Salesforce are listed in this

bucket

All the SOA Forms Saved and not sent

to Salesforce are listed in this bucket

Dashboard Page

Click here to start new scope

Switch Language Option in App

English will open by default in the app.

1. Select Menu

2. Select Spanish

3. Done

You can easily toggle back to English anytime just follow the same steps.

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SOA Form Sections

Agents can Save the

details filled in the form

Agents can preview the

filled application

form

Unsaved changes can be discarded using the cancel

button.

Agents can submit the filled

SOA form to Salesforce

system

Agents can click on back to go back to the Dashboard view

Scope of Appointment Form

As Agent clicks on ‘Preview’, SOA Form Preview opens up

Preview Form View

In Preview mode all sections will open in expanded form and fields are non editable.

Click on Edit button to return SOA application to Edit mode.

Both Part-C and Part-D can also be selected

Part-C Plans can be selected

Part-D Plans can be selected

Agents can select the Plan, Beneficiary wants to enroll in or discuss about

Plan Details

Agent type will display if you are a W2 or 1099 Agent

All other agent details will be

auto-populated from Salesforce System. You will

Verify it is correct and continue on

with the form

Agent Details

Agents will fill in the beneficiary details. Various Beneficiary details will be mandatory

as indicated with as asterisk “*” next to them.

Beneficiary Details

Beneficiary Representative Details can be filled in by the

agent for the legal guardian/POA of the

beneficiary.

Beneficiary Representative Details

Agent will fill in the Beneficiary Appointment

Details in SOA Form

Scope Expiration Date, Scope Product type,

Appointment ID will be auto-populated from

Salesforce system

Appointment Details

Appointment Details (continued)

Agent Appointment Types:

AVL Appointment – Capture SOA when meeting a beneficiary at a later date or time to review plans/benefits.

Immediate Appointment – Use when currently meeting with a beneficiary to capture SOA just prior to reviewing plans/benefits.

RV Appointment – Use when meeting a beneficiary in the WellCare RV to capture SOA prior to reviewing plans/benefits.

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Agent can record beneficiary’s consent to contact. In case Beneficiary refuses to give

consent, the fields can be left blank.

Consent to Contact

Once all the sections of the form are filled in, Agent will attach

the signatures by clicking “Attachments”

Agents can attach a photo of the Paper Scope of Appointment,

Beneficiary Signature and Agent Signature with the SOA Form

Attachment View

Agent will attach their electronic signature to the SOA form

Agent will sign in the Canvas and attach the

signature

Agent Signature

Single tap on the screen (camera icon with slash)

to open the canvas

Agent can attach the Beneficiary’s electronic signature to the SOA form

Beneficiary will sign in the Canvas using their finger and click Save.

Click Back

Beneficiary Signature

Single tap on the screen (camera icon with slash)

to open the canvas

Paper SOA Form

Use the Paper SOA Form feature of the Mobile SOA App only when you are conducting a paper application with the beneficiary. This feature allows you take a picture of the paper SOA. *It is strongly recommended that you still keep the signed paper scope for your records.

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Agent can attach a photo of the Paper SOA form

Agent will take photo of the Paper SOA Form and attach it with the E-form

Paper SOA Form

Click on camera icon or single tap on the screen to take photo of Paper SOA

Form. The camera will activate.

An additional delete option will appears on the screen. To delete photo, click on delete

icon.

Photo of Paper SOA Form are not accessible from the device. The photos are stored in Application

Case Submission

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Scenario 1

A New Beneficiary entry into the

Salesforce System.

Scenario 2

Form is 100%

complete

Attachment is 100%

complete

Popup appears when Beneficiary

demographics matches with

existing beneficiaries in

Salesforce.

Click on Submit.

Case Submission: New Beneficiary

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Click on Confirm to submit the case. This

will create a new entry lead in

Salesforce

AVL ID will be generated based on Salesforce

Integration

Case Submission: Existing Beneficiary

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In case beneficiary demographics matches with existing beneficiaries in WellCare records then a popup will appear with all possible matches.Matching Criteria : First Name, Last Name, Zip Code

Select Beneficiary details if it matches with current beneficiary else select No Match Found

Select Beneficiary Details Button appears under Beneficiary Details Section. Agent can change

Beneficiary Selection from here.

Salesforce ID is retrieved from the Salesforce and gets reflected in this field.

Click on Submit.


Integration


Appointment ID – Buckets View

Accepted/Submitted case along with Appointment ID

Accepted cases will be listed in All Item and Accepted

Buckets.

On Long Press

Pending SOA Case

To delete a pending case, long press on the case which needs to be discarded.

A popup will appear on screen. To confirm deletion of

the case, click on “OK”.

To edit a pending case, click on the case.

On Single Click Form will open for Agent to edit the SOA Form.

Knowledge Check

1. Will you always click on the Paper SOA Form Attachment when submitting?

2. Should I use the Agent Appointment type labeled “AVL Appointment” when I am already with the beneficiary to review plans?

3. When reviewing the bucket labeled All Items, this bucket represents only the Accepted cases. True or False?

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Offline Mode Walkthrough

What is Offline Mode?

Agents can utilize Offline Mode in the Mobile SOA when access to an internet connection is intermittent or unavailable. Situations where this may occur include:

Inside buildings

Rural locations

Weak cellular signals

Switching between Wi-Fi to Cellular for internet access

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Agent will be able to access application in offline mode.

Offline Mode Access

Agent will be not be able to submit SOA application in offline mode, but the application will be available

in pending bucket. Agent can submit application when the agent joins internet network.

Offline Mode SOA Form Submission

Knowledge Check

1. Can I submit a form from Pending while in Offline Mode?

2. What causes the Mobile SOA App to go into Offline Mode?

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Mobile SOA Application Installation

Guide for W2 Agents

Mobile SOA Installation

W2 Agents can install the Mobile SOA app from their WellCare Corporate Apple iPhone by clicking on the app labeled Citrix Secure Hub. (Shown Red Arrow)

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Click on the 3 white lines Menu button (Shown at right Red arrow).

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Click on Store (Shown at right Red arrow).

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Click on “WellCare SOA” (Shown at right Red arrow) then click Install.

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Click Add (Shown at right Red arrow).

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A dialogue box shows the app is installing (Shown at right Red arrow). Once the installation is complete look for the app on your device.

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Run application by clicking on it. The UUID will then display

Click on WellCare SOA

Application icon from your mobile device.

UUID Message Prompt

Tapping the Mobile SOA app icon on your iPhone will prompt a message (shown at right circled in Red.) The Unique User Identification Number (UUID) will need to be registered prior to using the Mobile SOA App. The UUID is a unique code made up of letters and numbers.

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UUID Registration

W2 Producers should contact their Sales Assistant (SA) to have them register the UUID.

Please provide the following to register a UUID#:

1. First/Last Name (Legal)

2. Agent ID# (Producer ID)

3. Username (Your Citrix ID/ WellCare Network ID)

4. UUID#***DO NOT Call Producer Svcs.***

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UUID Registration

Once your SA has confirmed the UUID was registered you may immediately begin using the Mobile SOA app with your prospects by tapping on the app from your phone and then login to the app.

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Mobile SOA Login for W-2

Producers

Mobile SOA Login for W-2 Producers

Once UUID is registered W-2 agents can use their Wellcare Network Username & Password to login to the Application

*W-2 agents DO NOT need to ever click Register for account/Forgot Password. IT will have already setup the account on the backend.

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in this bucket


bucket



Dashboard Landing Page

Mobile SOA Application Installation

Guide for 1099 Agents


1099 Agents can install the Mobile SOA app from Agent Connect

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Go To HERE and click on Download/Install

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Click on Install Display image of Installation Web Page HERE!

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Click on Mobile SOA


Google Play Store for Android Devices

Did you know that if you have an Android device you can also install the Mobile SOA app from Google Play Store?

Note: Apple App Store is not available for iOS devices so you must install using Agent Connect for iPhone/iPad.

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Google Play Store – Installing Mobile SOA

For Android devices go to the Google Play store and search “WellCare SOA” and click “INSTALL” (Shown at Right)

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Google Play Store – Installing Mobile SOA

Click “OPEN” and app will launch.

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Click on Mobile SOA


UUID Message Prompt

Tapping the Mobile SOA app icon on your iPhone will prompt a message (shown at right circled in Red.) The Unique User Identification Number (UUID) will need to be registered prior to using the Mobile SOA App. The UUID is a unique code made up of letters and numbers.

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UUID Display Apple vs Droid

Unique User ID# (UUID) on Apple iOS Displays (as shown in example below)

Unique User ID# (UUID) on Android Displays (as shown in example below)

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UUID Registration

1099 Producers should contact Producer Services to have them register the UUID.

Please provide the following to register a UUID#:

1. First/Last Name (Legal)

2. Agent ID# (Producer ID)

3. Username

4. UUID#

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UUID Registration

Once Producer Services has confirmed back to you that the UUID was registered you may immediately begin using the Mobile SOA app with prospects by signing into the app.

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Mobile SOA Login for 1099

Producers

Mobile SOA Login for 1099 Producers

Once UUID is registered in the WellCare System, Agents can use their Agent Connect ID and Password.

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in this bucket


bucket



Dashboard Landing Page

FAQs

Frequently Asked Questions (FAQs)

Question

I clicked on Back twice by mistake and was logged out of the application, Will I be able to retrieve my case on which I was working?

I am in No Internet Network Zone. I am able to create a case along with Beneficiary Signatures but I am facing issues while submitting the case. What should I do?

Can I delete a non submitted case?

Answer

Yes. The case you were working has been saved in Pending Bucket.

Since you are in no internet network zone, the app must be running in offline mode. While in Offline mode agents cannot submit a case into the WellCare system. Submit the case when you reach an internet network in online mode.

Yes. The case can be deleted from the Pending bucket on home screen. Long Press the case you want to delete, Press Ok on the popup to delete the case.

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Question

Is it mandatory to take beneficiary's electronic signature?

Can I review all the fields without accessing all the sections one by one?

Can I edit the form in Preview mode?

I received an error "Server Taking Too Long" during login. What should I do?

I received an error "Authentication failed at login" during login. What should I do?

Answer

Yes. You can not submit a case until you have completed all the mandatory fields.

Yes. Click on the Preview button on the Form Screen to review all section in one go. To return to edit mode, Click on Edit Button.

No. To edit fields, click on edit button.

This might be due to network issues in your area. Kindly try again. If problem persists contact Wellcare IT Team


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Question

I received an error "Unable to download masters" during login. What should I do?

I received an error "Agent Inactive" during login. What should I do?

I received a white screen during app launch. What should I do?

Mobile SOA App taking too long to login when logged in for first time.

Is it mandatory to take a picture of the Paper SOA?

Answer


Your Agent ID might be inactive in Wellcare System. W2s should contact their SA. 1099s contact Producer Services

Your UUID is not yet registered in Wellcare Systems. W2s contact their SA. 1099s contact Producer Services

Mobile Application take some time to download additional files during first time login. Kindly wait for some time.

Yes. If beneficiary has filled out paper SOA then take a picture of the SOA and keep the paper SOA for your records.

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Question

Can I edit appointment details in a submitted case?

I submitted a case with wrong details. What should I do?

While submitting a case I was redirected to the login page. Am I facing an issue?

How many attempts can be made in the Mobile SOA when logging in?

Does the app lockout users if they reach a max amount of failed logins?

Once UUID is registered how soon can an agent login to the Mobile SOA app?

Answer

No. Once submitted, a case cannot be edited

Once submitted, a case cannot be edited. Create a new case in the SOA App. To discard incorrect case, contact Wellcare IT Team for assistance.

No. The app is working fine. You have been logged out because The app might be open for too long. You can retrieve the updated case from the Pending Bucket.

3 attempts then after the 3rd unsuccessful attempt the account will lock.

Yes. The lockout period is for 60 minutes then user can attempt to login again.

Once UUID is registered, Agent is good to go with the app.

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Question

Should I delete the app from my device?

What should I do if I accidently deleted the app from my device?

How long will the app stay open on my device before closing?

If conducting an electronic SOA using Mobile app and submitting an application using electronic Enrollment portal do I need to go into the attachment called “Scope of Appointment Form”

Answer

No. Deleting the app will remove any history contained in it.

Follow the steps for installation. Once the installation is complete you will need to have the UUID registered before using.

The app stays open for 30 minutes. Then the session will expire with no activity per IS Security protocol. The unsaved form will be available in Pending to access.

No. You will only use the attachment Scope of Appointment Form photo feature when conducting a paper SOA.

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Question

I received an error "Unable to search master data". What should I do?

Answer

Please delete the app and re-install it. The app will download the masters again on first time login.

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Support

Support - Technical

Agents can contact the WellCare IT Support Team in case of any technical/performance issues related to functionality of the SOA Mobile Application:

Email : #[email protected]

mailto:#[email protected]

Support – (W-2 Agents)

Agents can contact their Market SA (Sales Assistant) for the following regarding the Mobile SOA App:

UUID Registration

App Submission Questions

Support – Producer Services (1099 Agents)

Agents can contact the Producer Services Support Team for the following:

UUID Registration

App Submission Questions

Mobile SOA Application

Walkthrough –Spanish Version

Mobile SOA Application Walkthrough

Everyday use of the Mobile SOA App is easy to use. This step-by-step walkthough will show you how to use the app.

*Installation of the Mobile SOA will be shown in later slides.

Launch the Mobile SOA App

82

Click on the application from this device.

Click on WellCare SOA

Mobile Application

icon from your mobile device.

Enable Mobile SOA App on Device

When prompted select Allow as shown in the examples below as this will enable the Mobile SOA App to work with your device.

83

Sales Agent can login the application using their Agent ID as User name and Password

Login Page - Spanish

Login: Master Downloads

Apple View Android View

85


in this bucket

All SOA Forms submitted to Salesforce are

listed in this bucket



Dashboard Page - Spanish

Click here to start new scope

Switch Language Option in App

English will open by default

1. Select Menu

2. Select Spanish

3. Done

You can toggle back to English anytime just follow these steps.

87

SOA Form Sections

Agents can Save the

details filled in the form

Agents can preview the

filled application

form

Agents can Discard an

unsaved SOA application form

Agents can submit the filled

SOA form to Salesforce

system

Agents can click on back to go back to the Dashboard view

Scope of Appointment Form - Spanish

As Agent clicks on ‘Preview’, SOA Form Preview opens up

Preview Form View - Spanish

In Preview mode all sections will open in expanded form and fields are non editable.

Click on Edit button to return SOA application to Edit mode.

Both and Part-D can also be Part-C selected

Part-C Plans can be selected

Part-D Plans can be selected

Agents can select the Plan Beneficiary wants to enroll in or discuss about

Plan details have been filled completely.

Plan Details - Spanish

Agent type can be selected

All other agent details will be

auto-populated from Salesforce

System

Agent Details - Spanish

Agents will fill in the beneficiary details. Various Beneficiary details will be

mandatory as indicated with an asterisk “*” next to them.

Beneficiary Details - Spanish

Beneficiary Representative Details can be filled in by the

agent for the legal guardian/POA of the

beneficiary.

Beneficiary Representative Details -Spanish

Agent will fill in the Beneficiary Appointment

Details in SOA Form

Scope Expiration Date, Scope Product type,

Appointment ID will be auto-populated from

Salesforce system

Appointment Details - Spanish

Appointment Details (continued)

Agent Appointment Types:

AVL Appointment – Capture SOA when meeting a beneficiary at a later date or time to review plans/benefits.

Immediate Appointment – Use when currently meeting with a beneficiary to capture SOA just prior to reviewing plans/benefits.

RV Appointment – Use when meeting a beneficiary in the WellCare RV to capture SOA prior to reviewing plans/benefits.

95

Agent can record beneficiary’s consent to contact

Consent to Contact - Spanish

Once all the sections of the form are filled, Agent will attach the

signatures by clicking “Attachments”

Agents can attach a photo of the Paper Scope of Appointment,

Beneficiary Signature and Agent Signature with the SOA Form

Attachment View - Spanish

Agent will attach their electronic signature to the SOA form

Agent will sign in the Canvas and attach the

signature

Agent Signature- Spanish

Single tap on the middle of the screen to open

the canvas

Beneficiary will sign in the Canvas and attach

the signature

Beneficiary Signature

Single tap on the middle of the screen to open the

canvas

Agent can attach the Beneficiary’s electronic signature to the SOA form

Paper SOA Form

Use the Paper SOA Form feature of the Mobile SOA App only when you are conducting a paper application with the beneficiary. This feature allows you take a picture of the paper SOA.

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Agent can attach a photo of the Paper SOA form

Agent will take photo of the Paper SOA Form and attach it with the E-form

Paper SOA Form - Spanish

Click on camera icon or single tap on the screen to take photo of Paper SOA

Form

An additional delete option will appears on the screen. To delete photo, click on delete

icon.

Photo of Paper SOA Form are not accessible from the device. The photos are stored in Application

Case Submission

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Scenario 1

A New Beneficiary entry into the

Salesforce System.

Scenario 2

Form is 100%

complete

Attachment is 100%

complete

Popup appears when Beneficiary

demographics matches with

existing beneficiaries in

Salesforce.

Click on Submit.

Case Submission: New Beneficiary

103

Click on Confirm to submit the case. This

will create a new entry lead in

Salesforce


Integration


104

In case beneficiary demographics matches with existing beneficiaries in WellCare records then a popup will appear with all possible matches.Matching Criteria : First Name, Last Name, Zip Code

Select Beneficiary details if it matches with current beneficiary else select No Match Found

Select Beneficiary Details Button appears under Beneficiary Details Section. Agent can change

Beneficiary Selection from here.

Salesforce ID is retrieved from the Salesforce and gets reflected in this field.


Integration

Case Submission: Existing Beneficiary -Spanish

Click on Submit.

AVL ID – Buckets View - Spanish

Accepted/Submitted case along with AVL ID

Accepted cases will be listed in All Item and Accepted

Buckets.

On Long Press

Pending Bucket: Delete SOA Case

To delete a pending case, long press on the case which needs to be discarded.

A popup will appear on screen. To confirm deletion of

the case, click on “OK”.

Pending Bucket : Edit SOA Case

To edit a pending case, single click on the case.

On Single ClickForm will open for Agent to

edit the SOA Form.

Knowledge Check

1. Will you always click on the Paper SOA Form Attachment when submitting?

2. Should I use the Agent Appointment type labeled “AVL Appointment” when I am already with the beneficiary to review plans?

3. When reviewing the bucket labeled All Items, this bucket represents only the Accepted cases. True or False?

109

Offline Mode Walkthrough

What is Offline Mode?

Agents can utilize Offline Mode in the Mobile SOA when access to an internet connection is intermittent or unavailable. Situations where this may occur include:

Inside buildings

Rural locations

Weak cellular signals

Switching between Wi-Fi to Cellular for internet access

111

Agent will be able to access application in offline mode.

Offline Mode Access

Agent will be not be able to submit SOA application in offline mode, but the application will be available

in pending bucket. Agent can submit application when the agent joins internet network.

Offline Mode SOA Form Submission

Knowledge Check

1. Can I submit a form from Pending while in Offline Mode?

2. What causes the Mobile SOA App to go into Offline Mode?

114

WellCare Mobile Scope of Appointment (SOA) App for Medicare - …i.icpro.co/.../0/WellCare+Mobile+SOA+App+Training.pdf · Purpose & Key Features Active Certified Agents can now use

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