enhanced ask and track a question tool 030514...mar 05, 2014  · ask a general question. ask a...

Charlene FairchildOperations Coordinator, Network Administration03/05/2014

Enhanced “Ask and Track a Question” Tool

1Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

2

Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Welcome and Introductions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 3

Welcome to Wellmark’s provider webinar hosted by Network Engagement

The speaker for today’s webinar is: Charlene Fairchild, Network Administration Operations Coordinator

Title of Presentation: Enhanced ‘Ask and Track a Question’ Tool

Phones have been muted

You may submit questions using the ‘Q/A’ feature at the top of your screen

This webinar is being recorded

A link to the recording, along with the slides and Q/A document, will be posted on Wellmark.com under the Quick Link labeled “Education” within two weeks.

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Current Process

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 5

Login to the Secured Provider Home Page at www.wellmark.com.

Enter User ID and Password.

Click Log In.

Current Process

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Initiate Inquiry:

Click on the ‘Check a Claim’ link under the claims section.

OR

Click on the Quick Link ‘Ask a Secure Question’ or ‘Track a Question’.

Current Process

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Search for Claim.

Enter required ‘Plan Member Number’.

Add additional criteria to narrow results.

Click ‘Claim Search’.

Select claim from search results.

Current process

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 8

Begin the claim inquiry process: ‘Claim Status View’. OR‘Claim Summary View’.

From the drop down menu select an option to initiate the inquiry: ‘Ask a Question’.‘Ask a Question about this Claim’.‘Ask a Question about this Member’.

Current Process

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 9

The form is populated with the claim/member information as viewed on the previous detail screen.

Enter question.

Indicate if inquiry has supporting documents.

Fax documents to appropriate fax number.

Submit form.

Current process

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 10

Document the correspondence number.

Track the question/inquiry.

Users can access the ‘Track a Question’ function to follow the status of a submitted inquiry by using the provided link.

OR Click on the ‘Track a

Question’ link located in Wellmark’s Quick Links

Current process

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 11

Search by :• Plan Member

Number

• Correspondence Number

• Contact Name

• Status

• Date Range Submitted

Inquiry results display in ascending order by date submitted.

User can ‘reply’ or ‘close’ the inquiry after viewing.

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Overview of Enhancements

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 13

Comply with Wellmark’s new ACA products and internal processing system.

Allow documents to be uploaded online instead of faxing.

Eliminate the human error of matching up faxes and mail to web inquires.

Have the same look and feel of similar applications.

Allows for less scrolling, fewer clicks, fewer pop-up windows.

Assist providers tracking their inquiries by developing a more user friendly interface.

Creates efficiencies both internal and external from start to finish of the inquiry.

The enhancements made to the ‘Ask a Question’ and ‘Track a Question’ tool:

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Ask a General Question

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 15

Access the Ask & Track a Question tool:

Click on ‘Check a Claim’.

OR

Click on ‘Ask & Track a Question’.

Note: ‘Ask a Secure Question’ and ‘Track a Question’ are now in one combined link.

Ask a General Question

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 16

Each inquiry type will display on separate tabs

Supporting documentation can now be attached!

Contact information set up by Designated Security Coordinator (DSC)

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Ask a Question about this Member

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 18

Search by Wellmark ID.

OR

Last Name, First Name, and Birth Date of Patient

Users have the ability to indicate a specific policy status. Active

Cancelled

All

Ask a Question about this Member

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 19

Member information populates within the form.

Select the patient.

Enter question.

Upload documents.

Review or change contact information.

Submit inquiry.

20

Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Inquire or Submit Documents on this Claim

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 21

Search for Claim:

Click on the ‘Check a Claim’ link under the claims section.

Enter the ‘Plan Member Number’ using the Member Claim Search.

Enter additional claim criteria as needed.

Click ‘Claim Search’.

Inquire or Submit Documents on this Claim

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 22

Search Results appear below

Select Claim to Review

Inquire or Submit Documents on this Claim

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 23

Initiate Claim Inquiry Use the drop down menu from ‘Claim Status’ or ‘Claim Summary’ View .

Click on ‘Inquire or Submit Documents on this Claim’ from the drop down menu

Inquire or Submit Documents on this Claim

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Complete FormEnter specific claim question. Upload supporting documents. Attach up to three

documents with accepted formats.

Ensure attachments pertain only to the inquiry being submitted.

Click ‘Upload’ for each document being attached.

Remove attachments by clicking the Red “X”.

Verify contact Information.Submit.

Inquire or Submit Documents on this Claim

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 25

Action Needed:

Document correspondence number.

Click on the provided link to ‘Track your inquiry’ OR choose another action from the drop menu.

26

Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Track your Inquiries

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 27

From the secured provider home page:

Click on ‘Ask & Track a Question’.

Select ‘New Replies’, ‘Questions Awaiting Replies’ or ‘Closed’ Inquiries.

Track your Inquiries

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To view an inquiry, click on the ‘Correspondence Number’.

Track your Inquiries

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Review replies from Wellmark

Click on ‘Correspondence Number’.

Review response.

Does this answer your question?

• If no, click ‘Reply to this message’.

OR

• If yes, simply click ‘Yes, thank you’.

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Helpful Hints

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 31

Prevent delays by ensuring the correct documents are attached for the correct patient in which the inquiry is being submitted for.

Ensure the supporting documentation is submitted in one of the acceptable formats.

Jpg., Jpeg., Gif., Png., Bmp., Tiff., Tif., Pdf., Doc., Docx., or Xps.

Be sure to click the ‘upload’ button within the tool to attach the appropriate documents.

Allow up to 30 days for your inquiry to complete; do not submit duplicate inquiries.

Remember, you can check the status of your inquiry at anytime through the ‘Track a Question’ function.

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Resources

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 33

Provider Education Page

– Blue Ink – February 2014

• http://www.wellmark.com/Provider/CommunicationAndResources/PDFs/BlueInk0214.pdf

– Working with Wellmark.com: Web Enhancements Webinar- January 2014

• http://www.wellmark.com/Provider/CommunicationAndResources/Webinars.aspx

Billing Guide

– Claims filing guide

• http://www.wellmark.com/Provider/CommunicationAndResources/PDFs/S5780_ClaimsFilingProviderGuide.pdf

Hot topics

DSC connection

EC Solutions for technical assistance

– http://www.wellmark.com/AboutWellmark/ContactUs/Contact_ProviderECSolutions.aspx

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Agenda

Welcome and Introductions

Current Process

Overview of Enhancements

Ask a General Question

Ask a Question about this Member

Inquire or Submit Documents on this Claim

Track Your Inquiries

Helpful Hints

Resources

Questions

03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota

Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota are Independent Licensees of the Blue Cross and Blue Shield Association.