Wellcare: Weekly News - 11/30 Edition

With one week remaining until the last day of AEP, Wellcare wants to share some important updates that will assist you in supporting your clients.

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Legacy Wellcare Plans ID Card  Reissuance Update

Wellcare previously provided information regarding the issuance of ID cards to all members enrolled in Legacy Wellcare health plans.  Starting with 2023 ID cards, members will notice the plan year has been removed from the ID card and has been replaced with a Card Effective Date field.

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The Card Effective Date is not equivalent to the plan year that was listed on last year’s ID card. The Card Effective Date represents the date the member’s current coverage period began. Please note the following when explaining the Card Effective Date to your clients:

Existing Members

• Existing members that remained in the same plan for 2023 will be issued a replacement ID card with a Card Effective Date in the past (i.e., 1/1/2022 for a member that enrolled last year). These members can use their replacement ID card to access benefits now and at the start of the year.
• Existing members that moved into a new plan in 2023 will be issued a replacement ID card with a Card Effective Date in the future (i.e., 1/1/2023).

New Members

• New members will receive an ID card with a future Card Effective Date (i.e., 1/1/2023 for new AEP enrollees).

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Broker Support is Here to Assist You!

Wellcare Broker Support will be open this weekend, 12/3 and 12/4, to support you! As a reminder, various options are available to support you during this AEP season and beyond.

Centene Workbench Broker Portal - Self Service Option: Centene Workbench provides you with the tools to help you succeed. Please reference the Centene Workbench Portal Guide for helpful information. You can use the Self-Service Options to help you be productive and resolve issues.

Self-Service Options: Application Status tool, FAQ videos and user guides, review commissions statements, submit support tickets with questions

Broker Support by Phone: Most calls are resolved immediately over the phone, those that require escalation will be forwarded to the corporate team for review, resolution, and direct follow-up Wellcare Broker Support can assist you with inquiries related to:

• ACT/AHIP annual certification – Certification status and inquiries      
• Ascend Enrollment Platform – Plan search, provider, and formulary lookup    
• Application and Enrollment – Application status
• Centene Workbench – Platform navigation, Application Search Tool, demographic updates, help with support tickets
• Onboarding – Contracting, training, and license updates    
• RFI resolution – Wellcare health plan RFI assistance    

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Book of Business Downloads

Wellcare previously provided information regarding how to view 01/01/2023 effective date enrollments in your Book of Business through the Centene Workbench broker portal.

Please be advised that downloads of your Book of Business prior to January 1st will not reflect members that become effective 01/01/2023. Future enrollment effective dates may be visible within Centene Workbench but will not be included in the Book of Business download until the start of the member’s enrollment date.

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Request For Information - Reminder

Request for Information (RFI) status occurs when a submitted application is either incomplete or contains incorrect information. To avoid processing delays or application denial, please ensure you provide accurate and complete information.

You will be informed through email and text message if you have applications in RFI status. Please be on the lookout for these notifications and act promptly to resolve. Important: RFIs must be resolved within 21 days of application receipt from the member, or the application will be denied.

The RFI Resource Page contains further instructions on how to resolve RFIs.

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