Excellus BCBS Medicare Broker News Vol. 7 No. 5

Marketing Materials Now Available On Sales Hub

Excellus BCBS is excited to share that brokers can now order benefit one-pagers and custom marketing materials right in Sales Hub. There is a selection of CMS-approved event posters, postcards, buck slips and more that you can customize to help with lead generation and event attendance.

Log in to your Sales Hub account now and click the “Order Materials” link at the top right of the home page. They have updated the User Guide to help you navigate this new part of the site. Download the updated User Guide (PDF) using the link below.

Sales Hub is also where you order additional enrollment kits and product brochures. You can continue using the order form for those materials.

If you have any questions on Sales Hub or these updates, please email Broker Account Services.

Rochester Region - ExcellusBSD@excellus.com

CNY/Utica Regions - ExcellusBSD2@excellus.com

Updated - Sales Hub User Guide

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Enrollment Kit Update

Excellus BCBS made changes to their applications last month due to a recent federal mandate. This required them to remove page 3 of their application and replace it in all the enrollment kits they have in stock. If you need to order additional 2025 enrollment kits, please note that they only updated the application located in the back of the enrollment booklet. The loose application was removed.

If you order additional kits for the current 2025 plan year, they will only include one application. Excellus wanted to make sure you were aware of this change so you could plan accordingly for appointments with spouses or multiple beneficiaries.

The newest application can be downloaded using the links below. It can also be found in Sales Hub. If you need a bulk order of printed applications, please contact your Broker Account Service Consultant.

As a reminder, you can continue to use the applications included in enrollment kits you have on hand, but they ask that you cross out and initial the third and fourth questions on page 3 of the application before submission.

Rochester MA Application (PDF)

CNY MA Application (PDF)

East MA Application (PDF)

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Holiday Closing Reminder

Please note that the Excellus BCBS offices will be closed in observance of Memorial Day on Monday, May 26th. It may take the team longer than usual to answer your inquiries before and after the holiday.

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Encourage Your Clients To Take The Member Experience Survey

As you know, every spring the Consumer Assessment and Health Provider Systems (CAHPS) member experience survey is sent to select Medicare members to learn more about their healthcare experience. Results from the survey help Excellus improve their plans and benefits. They also contribute to higher Star ratings, which make it easier for you to retain and attract new clients.

The Medicare CAHPS survey runs from March through May. Please consider encouraging your clients to complete it if they receive one. You can also share this link with them to learn more about the survey.

Learn About The CAHPS Survey

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Grievance And Appeal Process

You may occasionally field questions about filing an appeal or assist members with grievances. Information on the grievance and appeal processes can be found:

• On the Excellus Medicare Member website
• In the Evidence of Coverage (EOC) Chapter 9 (for plans with drug coverage) or Chapter 7 (for plans without drug coverage)

It is always recommended that members contact the Customer Care team with grievances as soon as possible by calling the number listed on the back of their member ID card. Excellus will make every attempt to resolve complaints quickly over the phone.

View The Grievance And Appeal Process

View Evidence of Coverage (EOC)

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