Broker Services Training Module Overview & Responsibilities

Overview of Broker Services Broker Training Module 4 04152021

Module Description This module is designed to review: Broker Services Department Members Department Responsibilities Agency Training Logo Use Agreement Broker Partnership Department Collaboration Broker Financial Services Customer Service

Broker Services Department Members: Joy Moore 321.434.4526 Manager of Broker Services & Sales Administration Joyann.Moore@HF.org Debra Ghilardi .321.434.4317 Broker Services Specialist Debra.Ghilardi@HF.org Michael Wray .321.434.4705 Broker Services Specialist Michael.Wray@HF.org Amanda Kifayeh .321.434.4849 Broker Services Specialist Amanda.Kifayeh@HF.org Jennifer Cole 321.434.4446 Broker Services Account Coordinator Jennifer.Cole@HF.org

Broker Services Broker Services Roles and Responsibilities Primary Responsibilities Broker Onboarding Broker Training, Education and Support Broker Appointment and Licensing Process In-Agency Training, Service and Support Broker Compliance and Certification Maintenance Agency Performance Management Sales Administration, Events & Marketing Broker Advisory Council Meetings Sales & Broker Events Marketing Materials Sponsorship Broker Contract

Broker Services Agency Training: Product and Services Training Broker Portal Training How to Update Your Profile Commission System Access Onboarding Training In-Agency Training, Service and Support Lunch & Learn Webinars Agency Summary Reports Advisory Council FMO/GA Training

Logo Use Agreement Logo usage for your website, marketing materials and signage, along with joint advertising partnerships, are available for our broker partners. In an effort to maintain the integrity of the Health First Health Plans and AdventHealth Advantage Plans logos, permission is required. Under no circumstances should Brokers or others use trademarked logos and branding, except with prior written authorization of Health First.

Additional Broker Resources In addition to our dedicated Broker Services department, Health First Health Plans also offers additional resources by line of business: Commercial Group Sales Executive Commercial Group Account Management Individual and Family Sales Liaison Medicare Advantage support from the Medicare leadership team

Broker Services Valued Partnership Health First Health Plans and AdventHealth Advantage Plans currently partner with more than 800 brokers. Brokers are an essential key to the Health Plans growth and expansion into new markets and territories. Heath First Health Plans Broker Services department is committed to enhancing resources and providing the training and support necessary to sustain a valued partnership.

Broker Financial Services

Broker Financial Services Broker Financial Services Roles and Responsibilities: Oversee and manage the commission process Research and triage commission discrepancies Solve book of business concerns For questions about your commission payment or statement, or if you notice discrepancies with your commission, contact Broker Financial Services at Commissions@HF.org Direct Deposit Health First Health Plans and AdventHealth Advantage Plans uses direct deposit for all commission payments. Designated Commission contacts will need to set up direct deposit as part of the appointment process.

Customer Service

Customer Service Services Provided by Customer Service: Welcome Letters Welcome letters or acknowledgementletters are sent to all newly enrolled Individual members. The welcome letter is generated with the new member ID card and mailed to the member within 10 to 15 calendar days. ID Cards All membership ID cardsare automatically mailed when a member enrolls or when a member s plan changes or renews to a different plan type, within 15 calendar days. Members have the ability to print temporary ID cards or request new ID cards to be mailed to them by using our secure member portal. Authorization of Representation Authorization of Representation (AOR) is a form completed or verbal authorization provided by a member that allows a designated person access to assist on a member s account.

Customer Service Member Portal Once a member s plan is effectuated, they will have access to their benefit information on our secure member web portal within 48 hours. o Members can log in at myHFHP.org or myAHplan.com o Click Log In o Select Member Using this self-service tool, members are able to o access a variety of information about their account: o Medical claims o Explanation of benefits o Authorization requests o Benefits o Access to the prescription formulary Broker Portal Navigating resources within the Broker Portal

Customer Service Customer Service is trained to answer inquiries from Brokers and members as subject matter experts in areas of: Enrollment Group and Member Billing Claims Authorizations Provider Network Inquiries Benefits Appeals And much more

Helpful Contacts Broker Services HFBroker@HF.org Broker Financial Services Commissions@HF.org HFHPInfo@HF.org Customer Service Local: 321.434.4945 Toll Free: 877.693.6489 Customer Service Broker Support Line

Thank You! Please continue to the next Module: Module 5 Broker Portal