1©2018 Aetna Inc.

Proprietary

2020 Broker Ordering Module User Guide

August 2020

Medicare Fulfillment

2©2018 Aetna Inc.

Proprietary

Training Manual for the Broker Order Module

(BOM)

3©2018 Aetna Inc.

Proprietary

Table of Contents

Important Information 04

Broker Order Module 08

Ordering Products 15

Checking Out 29

Tracking Orders 39

Site Help Function 45

4©2018 Aetna Inc.

Proprietary

Important Information

5©2018 Aetna Inc.

Proprietary

What is the Broker Order Module (BOM)

What is the BOM?

The Broker Order Module (BOM) is the agent-

interfacing, web-based ordering module for

Aetna and Coventry product accessed through

Producer World

Agents are able to order Medicare Advantage

(MAPD), Plan Guides and Formularies through

the Broker Order Module

BOM Login

Access to the BOM is by NPN number

Product Availability

Once logged on, you will only be able to order

product with which you have completed

certification and contracted for.

Support?

Broker Services can be reached

at 1-866-714-9301 for any

questions regarding certification,

contracting and licensing

6©2018 Aetna Inc.

Proprietary

Product Availability within the BOM

Ready to Sell Status

The RTS feed determines which product is displayed in the users profile within the BOM. It is based on the users certification, contracting and license status by State. Each agent is responsible to ensure their certification is up to date for the product they wish to sell.

If you’re unable to login or are not seeing the product or state you’re looking for please contact Aetna Broker Services at 866-714-9301 with any questions on licensing, contracting or certification. A Broker Services representative will research the issue and advise of any needed next steps.

If you have just recently become Ready To Sell (RTS) it will take 48 business hours for your access to the Broker Order Module to become active.

7©2018 Aetna Inc.

Proprietary

Important Navigation Information

Site Navigation Do’s and Don’ts

As a rule, do not click the “Back Button” arrow on your browser window.

Usually this will result in a webpage expired error window. (see below).

The website is best navigated using the website buttons like Home, Orders, Back or Next (see below).

8©2018 Aetna Inc.

Proprietary

What’s Changed for 2020

Changes for the 2020 Plan Year

For Plan Year 2020 MAPD kits will be ordered within Custom Point’s Broker Ordering Module. PDP kits will be ordered through the SIlverScripts Portal. When logging into Producer World Brokers now see 2 options.

The first option is to order MAPD Kits

The second option is to order PDP Kits.

Clicking MAPD will route you to the Broker

Ordering Module (BOM)

Clicking PDP will route you to the SilverScipts

Portal.

9©2018 Aetna Inc.

Proprietary

Broker Order Module

10©2018 Aetna Inc.

Proprietary

Broker Order Module

Logging In

Start the log on process by clicking the link in Producer World.

The login Screen will ask for the Agents NPN. After entering the NPN click Continue

11©2018 Aetna Inc.

Proprietary

Broker Order Module

Home Page

The agent home page offers immediate access to the Product Catalog. This navigation is through the use of drop down menus.

The Home Page shows several essential pieces of information.

1. Plan Year

2. Product

3. Order Reminders

You will only see the plan year and product you are licensed and certified for.

12©2018 Aetna Inc.

Proprietary

Broker Order Module

Home Page (continued)

Additional menus include:

4. Catalogs

1. Products organized by category

5. Orders

1. Searchable fields

Begin the process by clicking through the various menu options.

We’ll be exploring each category.

13©2018 Aetna Inc.

Proprietary

Broker Order Module

Home Page (continued)

The Select a Product dropdown allows the user to choose Calendar Year, Product and State

Based on the users Certification Status you may see the current year and/or the upcoming year.

States listed are provided by the Ready To Sell Feed from Broker Services. This is what the user is Licensed and RTS for.

*If you’re unable to login or are not seeing the state you’re looking for please contact Aetna Broker Services at 866-714-9301 with any questions on licensing, contracting or certification. A Broker Services representative will research the issue and advise of any needed next steps.

14©2018 Aetna Inc.

Proprietary

Broker Order Module

Home Page (continued)

The Home Page offers a quick navigation menu that includes Catalogs and Orders

Hovering over the Catalog and Order Tabs will bring up the quick menus.

Catalogs offers quick access to Formularies, Sales Kits and Plan Guides.

Orders offer quick access to your previous orders, saved order or any pending orders.

15©2018 Aetna Inc.

Proprietary

Broker Order Module

Home Page (continued)

The Home Page offers a side navigation menu for Order Reminders.

This quick view shows the number of User and System Saved orders and the number of Pending Orders.

The BOM will automatically save orders that the user has created but not submitted. Clicking the Link will show all the saved orders the user has not submitted.

16©2018 Aetna Inc.

Proprietary

OrderingProducts

17©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product

Using the drop down menu select the Year, Product and State you need.

The next step is to select the State you’d like to order. This list is generated by your RTS status. If you are missing a State or Market on your listing please contact Broker Services at:

1-866-714-9301

After selecting the State you need please select Find

18©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

The next screen to appear will default to a list of ALL products available within that Market.

You will be able to scroll down the listing of products to see the entire list.

The Side Menu helps filter the table listing. In this example you can select just Kits, Plan Guides or RX Formularies. You can select multiple material types.

Additionally, you can sort the results to find your product easier.

Each kit has a link under it that will allow you to view Counties and Contract/PBP’s

19©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

When selecting View Counties and Contract/PBP’s a new page will open.

This page allows the Contract Number and PBP’s to be viewed and also shows the Plan Guide and Formularies tied to the Kit.

You can also add the kit to your shopping cart by clicking “Add to Cart”.

To return to the previous screen you’ll select “Back to Results” on the top left of the screen.

20©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

To add the kit to your shopping cart you’ll enter the quantity needed in the Quantity field and click “Add to Cart”.

Once “Add to Cart” is clicked the Cart indicator (Top right of window) will change from 0 to 1.

You can also add Plan Guides or Formularies from this screen as well.

21©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

After clicking on Plan Guides or Formularies on the previous screen, the Plan Guide or Formulary Detail page will load.

Just like the last page you can add quantities need and click “Add to Cart”.

Once clicked, the Cart indicator number will increase.

When ordering Formularies you have the option view a full size image of the Formulary by clicking on “Show Full Size Image” under the thumbnail image.

You do not have to order Plan Guides or Formularies if they’re not needed.

22©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

At this point, you have a couple of options.

1. You can return to the main menu by clicking “Back to Results” and order more product..

2. You can review your cart by clicking the cart icon.

But, before we do, let’s look at one more way to order product without the need to switch multiple windows.

23©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

You’re able to order without using multiple windows.

Starting on the Order Wizard Search screen you can hover over the Product Name and you’ll see this hover window appear

Simply fill in the quantity and click “Add to Cart”

If you have not added that item already the “Add to Cart” is red. If the item is already in your cart the “Items in Cart” button is blue.

24©2018 Aetna Inc.

Proprietary

Broker Order Module

Ordering Product (Continued)

If you are unable to submit your order and have to log back on due to an automatic session timeout, the cart indicator will reset to “0” on your next login.

Click the “User and System Saved” URL under the Order Reminder side menu to return to the order.

Click the Order Name on the Saved Orders Table to re-enter that previous order.

25©2018 Aetna Inc.

Proprietary

Broker Order Module

Shopping Cart

Here is the Cart window and our order selections.

From this screen we can modify the items in our shopping cart.

• You can modify quantities

• Save the order for later

• You can remove items from your cart

• You can review Related Materials

Please note: if you exceed your monthly order limit, you will receive a yellow warning banner.

26©2018 Aetna Inc.

Proprietary

Broker Order Module

Order Limits

This banner does not prohibit you from placing an order that exceeds your monthly order limit. It simply states that if you request a quantity larger than your order limit, your order will be reviewed by your Local Market for approval. This could result in a slight delay of your order.

Allow for extra time while the order is reviewed. Your Local Market will contact you if they have questions.

27©2018 Aetna Inc.

Proprietary

Broker Order Module

Shopping Cart (Continued)

More Cart Options

This is an advanced, multi-step feature that allows you to separate items into a different order

In most cases, you will never use this feature. However, if you are ordering some items that require approval, but wish to get the balance of your order that does not require approval, choose this option to ‘split’ the order.

After selecting an item or several items by clicking the white box, click “More Cart Options” to activate a pull down menu.

28©2018 Aetna Inc.

Proprietary

Broker Order Module

Splitting an Order (Continued)

After clicking More Cart Options a new window appears.

Name your new order.

Click Save.

Your previous window appears and the item(s) you separated is now gone.

The item you separated and saved appears in the ‘Saved’ orders on the home page.

Click “User and System Saved” to view new order. From here, you can treat this like a new order.

29©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out

When you are satisfied with the entire order, you can click “CHECK OUT” and proceed with completing the order.

30©2018 Aetna Inc.

Proprietary

CheckingOut

31©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out

After clicking Check Out you’ll arrive on the Delivery Options Page

Your address will be defaulted to the business address Aetna has on file for you. However you an use the drop down to add additional addresses

You can choose:

• Use previously Selected Address

• Your Default Address

• Your Personal Address Book

• Manually Enter Address

Clicking “Your Personal Address Book” brings up additional options.

32©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

If you select Manually Enter Address the site will allow you to enter a new address.

Enter in the correct address information, including apartment or suite information if available.

When completed, be sure to “Add to Address Book.” You can also make this the new ‘default’ address as well.

Click “VALIDATE” to verify the address.

Click “NEXT” to continue.

33©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

Do Not enter a PO Box address. We ship all packages via UPS. UPS will not deliver to a PO Box.

Make sure to include all Suite, Apartment or Unit Numbers and Letters.

UPS will not search for missing Suite, Apartment or Unit numbers and letters.

Your order will be returned to Aetna and will delay reception of the order.

34©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

All addresses you have manually entered and saved will show below your default address.

You can easily add multiple addresses and save them for later use

35©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

The second screen in the checkout process is a confirmation screen on who is placing the order

Please review the defaulted information and update if necessary

The third screen is a “Routing Justification” screen. If you have exceeded your monthly allocation you will need to enter the reason you need additional supplies here. These comments will be reviewed by your Local Market

Type your comments in the box and click “Next”

36©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

The fourth screen in the checkout process is a customization screen where you can add personalized elements to your orders cover

If you do not want your order customized click the X in each field and that will delete the contents of the field. Once they are blank you can click Next

If you want to change the default Customization Information click into the field and type the new information.

Click “Next” to continue

37©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

If you make any changes to the default information the system will ask you to confirm your changes.

Once you have reviewed the changes and ensure they’re correct you will click “Next”.

38©2018 Aetna Inc.

Proprietary

Broker Order Module

Checking Out (Continued)

The final screen in the checkout process is a Order Summary page.

This page summarized your order items and quantities. Please review the shipping address and items.

You can also Show, View or Print All Details of your order. If clicked, the site will open a separate window. You can print the details there.

Your order has not been submitted until you have clicked “Submit Order”.

39©2018 Aetna Inc.

Proprietary

Broker Order Module

Order Summary

This is your “Order Confirmation Page”. Please make note of the ROUTING ID: R[xxxxxxxx] number.

You will use this number to track your order.

Your able to print this page for your reference for future reference.

40©2018 Aetna Inc.

Proprietary

Tracking Orders

41©2018 Aetna Inc.

Proprietary

Broker Order Module

Order Status

After you’ve completed an order you are able to check on its status.

To review your order status you will hover over “Orders” from the quick menu bar.

Then click “Order Search” on the drop down menu.

42©2018 Aetna Inc.

Proprietary

Broker Order Module

Order Status (Continued)

On the Order Search Page you are able to review all the orders you have placed in the past 30 days.

To search a larger range you will modify the date range to meet your needs.

Not the Order Status column in the table. There are 4 statuses:

Submitted to BVPD Production, Routed, Shipped and Cancelled

43©2018 Aetna Inc.

Proprietary

Broker Order Module

Searching for Orders

Using the drop down you can search multiple ways. This allows you to search for your orders within the site.

In most cases, the default option will be fine. For those occasions when you do have to use different search criteria, fill out the info from left to right.

Choose your Search criteria.

Enter the search data

Select the Date Range

Make sure the “Scope “ box reads ‘All Orders’

Select “Search”

44©2018 Aetna Inc.

Proprietary

Broker Order Module

Searching for Orders (Cont.)

Orders that meet your search criteria will be listed within the “Searched Orders” Table.

The Orders Details pane provides additional information on the order. The Sales Reference Number is generated after your order is Routed for processing. If the Reference Number starts with an “R” the order has not been Routed for processing

45©2018 Aetna Inc.

Proprietary

Broker Order Module

Tracking your shipment

Once your order shows a “Shipped” status you’ll be able to track your order.

The tracking number shown is a hyperlink directly to your shipments tracking number on the UPS website.

Clicking the hyperlink will launch the UPS website in a separate window. Clicking “Proof of Delivery” within the UPS site will provide additional data on your shipment

46©2018 Aetna Inc.

Proprietary

Site Help Feature

47©2018 Aetna Inc.

Proprietary

Broker Order Module

Help

Help is always one click away.

Hovering your cursor over the word “Help” will show the Help drop down menu.

The first option is a PDF of the 2017 Broker Guide, which is a step by step guide to the Broker Order Module. Select “Help With This Page” to view the PDF.

48©2018 Aetna Inc.

Proprietary

Broker Order Module

Help (Continued)

The second option is an ‘about’ screen for Broker Support Services.

Select “About” in the pull-down menu.

The ‘about’ screen gives information for contacting Broker Support Services.

An agent would call BROKER SERVICES at 866-714-9301 for any questions regarding certification and licensing.

Please remember that it takes 2 business days for access to be granted to the newly RTS agents

49©2018 Aetna Inc.

Proprietary

Broker Order Module

Help (Continued)

The third ― and preferred ― option is to access the Medicare Fulfillment mailbox where an agent can describe their issue.

This email is received by the Medicare Fulfillment team and steps are taken to address and troubleshoot any issue. Select “Contact Support” for this option..

ThankYou