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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.
4
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
03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 6
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
03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 7
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.
12
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:
14
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)
17
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
03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 24
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
03/05/2014 Confidential and Proprietary – Wellmark Blue Cross and Blue Shield of Iowa and Wellmark Blue Cross and Blue Shield of South Dakota 28
To view an inquiry, click on the ‘Correspondence Number’.
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 29
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’.
30
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.
32
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
34
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.
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