UnitedHealthcare LEAN Scope of Appointment

[Pages:5]UnitedHealthcare LEAN?Scope of Appointment

LEAN now allows you to take an electronic Scope of Appointment (SOA)*. The electronic SOA is available on the LEAN website and mobile app, and can be used online or offline on the mobile app. The electronic SOA can be signed by touch/mouse signature or Remote Signature.

*Rules for obtaining a SOA have not changed. See your Agent Guide or the Sales Policy Scope of Appointment job aid for

more information on SOA rules.

Step 1 On the Home Page, select the green Scope of Appointment button. This will open the electronic Scope of Appointment form.

Step 2 The first page is the Scope of Appointment form. You will have to complete all of the required fields on the form before you are able to proceed. This includes the plan types you discuss and the consumer's demographic information.

Step 3 The last page is the signature page. The electronic SOA must be signed by the consumer. This can be done either by a standard touch/mouse signature or by using Remote Signature.

The Remote Signature process for SOA is the same as it is for enrollment applications. Please see the Remote Signature Job Aid if you need more information.

After the SOA is signed or the remote signature request sent, you will receive a confirmation number beginning with an S for your SOA.

Step 4 Electronic SOAs that you've taken can be viewed in My Applications. Open the My SOA Confirmations tab to view your SOAs. The most recent 60 days will be viewable by default; use the Search Criteria to look up any SOAs.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the

8/19/2019

general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group.

UnitedHealthcare LEAN? Remote Signature

LEAN now allows you to obtain the consumer's signature by Remote Signature via DocuSign. Remote Signature applications still have to be completed within 24 hours of initiating the DocuSign process. You will only be able to use the Remote Signature option on the LEAN website via the browser on your laptop or mobile device.

Step 1 On the Signature page, select the Sign via email with Remote Signature option. The signature disclaimer box will disappear and the instructions for Remote Signature will appear.

Step 2 Enter the consumer's email, your email, and the access code. You will create the access code with the consumer. The consumer must remember the Access Code to access the DocuSign process. More detailed instructions will appear in LEAN when you select the Remote Signature option.

The consumer will receive an email to complete the DocuSign process. You will receive an email when the consumer completes the process.

Step 3 Tap or click the Launch Remote Signature button to proceed. The Remote Signature confirmation page will display with additional instructions and your LEAN confirmation number. The consumer will then receive an email from DocuSign with instructions to follow on how to proceed with the Remote Signature process. These instructions will take them to the DocuSign website.

The application status can be viewed in My Applications under the Action Required tab.

If the consumer has not finished the process, the status will be Remote Signature: In Process. If the consumer has failed the DocuSign process, the status will be Remote Signature: Failed. When the consumer completes the process, the application will move to the Submitted tab.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group.

8/1/2018

LEAN Remote Signature

Step 4. Complete the Remote Signature process. It is recommended you be on the phone with the consumer to complete the DocuSign process. The consumer will click on the Review Document button. The consumer must then enter the Access Code that you previously created.

Step 5 After entering the Access

Code, the consumer will sign and

initial the application. A copy of the

application will open for the consumer to

review and there will be marks on the

third page for initials and signature. The

consumer may do their own signature or

accept an auto-generated signature style.

Once signed, the consumer must

click

and the application will be

completed. You, the agent, will not sign

the application.

Note: If the consumer clicks I never received an access code, the consumer will be instructed to follow up with you to restart the Remote Signature process.

Step 6 Once completed, you and the consumer will receive an email confirmation. The application will show in My Applications as Submitted with the DocuSign signature date. When you click on the application, you will now see a Completed Application Summary and a View Signature Document option. If you select the View Signature Document button, it will display the DocuSign document and signature.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group.

8/1/2018

Virtual Appointments & Enrollment ? Job Aid

UnitedHealthcare knows this is a challenging time for everyone. As a Partner in Care, we want to ensure you have ways to continue to serve your members and grow your business in a time of "social distancing." Use this job aid to help you conduct a one on one appointment virtually.

Requirements For Telephonic Appointment/Enrollment

Permission to Contact (PTC) if you are calling the consumer Consumer must have a valid email address to use DocuSign If not on the PTC, you must obtain permission to email

During The Call

1.

Introduce and state purpose of call

e.g. "Mrs. Jones, this is Jim with UnitedHealthcare. Thank you for

2. Obtain Scope of Appointment

taking the time to talk with me today

3. Email Clarity and Enrollment Guides about your health care needs."

4. Ask open ended questions to uncover an.d agree on needs

5. Use Clarity Workbook to answer any general Medicare questions

6. Present the plan(s) using Summary of Benefits section of the

Enrollment Guide

7. Close the sale:

Enroll via LEAN

Complete the Health Assessment

Communicate next steps

Available on the National Training Calendar

Steps to Sales Success | LEAN |Six Key Enrollment Conversations Building Your Business Plan | Building Loyalty After the Sale

Available On-Demand via Jarvis

LEAN | Remote Signature | Electronic Scope of Appointment

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group. 03192020

Virtual Appointments & Enrollment? FAQ

See below for questions related to conducting a plan presentation and enrollment virtually. Please note our guidance may evolve with changes to the recommendations from local, state, and federal officials.

Does PTC cover email?

A consumer must give explicit permission to receive email. If the consumer has only given permission to call, the agent may call and obtain permission to contact via email.

What if the consumer does not have access to the internet?

Scope of Appointment and Enrollment forms can be sent via mail for signature. In the event that using mail does not meet the desired effective date, agents may use the following process for consumers without internet access:

1. Following your needs analysis conversation, direct the consumer to call 855-572-3837. Inform your consumer that the representative will repeat some of the questions in order to meet all compliance requirements.

2. Email agentoversightadmin@ to indic.ate your consumer was unable to electronically sign documents and completed the application telephonically instead. Include name of prospect, date of presentation/referral to telesales, agent name, and writing ID. This will help ensure your commission payment and Agent of Record status.

Where can I find the Clarity Workbook?

You can download a version of the Clarity Workbook as a PDF from the UnitedHealthcare? Toolkit.

What if my consumer needs more details about DSNP eligibility and plan offerings?

Download the DSNP Consumer Guidebook from the UnitedHealthcare? Toolkit.

Where can I find the Enrollment Guide?

Enrollment Guides can be downloaded from the Sales Material Portal.

How else can I connect with housebound members?

The UnitedHealthcare Toolkit has a variety of marketing materials that can be both personalized and downloaded for digital use to help you stay engaged with your members all year long.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group. 03192020

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