Wellcare Insider: Important Updates and Reminders

Medicaid Redetermination Tool Launches

A new Deeming Period tool is now live in Centene Workbench. This new feature will help you identify and provide assistance to members who may be impacted during Medicaid Redetermination.

During the declared public health Emergency (PHE), Medicaid redeterminations were on hold. Once the PHE ended on May 11, 2023, states were able to resume redeterminations as early as February 1, 2023. Redetermination processes are well underway in all states, and up to 15 million individuals are at risk of losing coverage.

Wellcare members at risk of losing their Medicaid coverage through the recently reinstated redetermination process may need your help to obtain new coverage and maintain continuity of care. The new Deeming Period tool, located within the Book of Business widget, is designed to assist you in ensuring affected members are pro-actively supported in exploring the coverage options available to them.

Take a moment now to learn more about this new feature, as well as the other resources available to assist you in navigating the Medicaid Redetermination process:

• Deeming Period FAQ
• Book of Business Deeming Period walk through
• Redetermination Resource Page
• Redetermination Broker Training Video

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ACT and First Looks Now Available

The 2024 Wellcare plans are now available for First Looks! Now is the time to review available plan information and make sure your Wellcare certifications are completed ahead of AEP. Take action today and make sure you're ready to sell the wide variety of plans available for 2024:

• Review the Training & Certification Requirements resource for a comprehensive guide for all certification requirements and procedures.    
• Log in to the Centene Learning Center and get started on your 2024 ACT training and certification exam.    
• Check out the First Looks web page for your preview of the Wellcare Medicare product offerings for all health plans, what's new for 2024 and plan specific details for local regions.    

Please keep in mind that all First Looks are for broker use only and are confidential and proprietary. Any information included in the 2024 First Looks is not to be distributed or shared with Medicare beneficiaries prior to October 1, 2023.

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Plan for Member Retention

Retaining satisfied members year-over-year is an effective way to lower marketing costs and increase your referral business. However, creating and cultivating happy members doesn't happen without planning and effort ahead of the actual sales season. A year-round plan with multiple touchpoints will help you to build a relationship of trust that will allow you to better understand the member's plan needs, while reinforcing your role as trusted advisor for the member.

When crafting an effective retention plan, be sure to include contact points that are compliant, provide value to the member, and positively represent both you and Wellcare. Examples include:

• Building from Wellcare onboarding - Review the New Member Onboarding Resource and plan future communications to complement their onboarding experience.  
• Sending handwritten thank you notes and cards - A personalized card thanking a member for their business, or commemorating a birthday or anniversary can create a personal touch that members will remember.    
• Connecting with telephone calls - A regular check-in on a member's satisfaction will also give you the opportunity to answer any questions they may have or explain benefits further.
• Informing with regular emails - Segmenting emails to members based on their specific plan gives you the opportunity to highlight or reinforce the individual benefits contained within those plans.
• Responding promptly to issues - Following up on member concerns right away with a solution (or a plan for directing them to any assistance beyond what you can provide) reinforces the member's confidence in their plan and you as their trusted advisor.
• Leveraging information - Consider using satisfaction surveys to uncover trends in member experiences. Utilizing the data to implement changes in your sales process wherever needed is a smart way to grow your book of business.    

Once you have your plan in place, be sure to set up a tracking mechanism to monitor your member engagement for each tactic. The goal is to create value that leads to continued satisfaction, therefore you'll want to balance your efforts against results that are reflected in your book of business year-round.

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