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Blue Cross Blue Shield of Arkansas

English Script - Page 1

Greeting

  • Thank you for calling the Healthy Blue Rewards program, this is <CSR Name>. How may I help you? 

Interpreter Request

Please hold while I bring an interpreter on the line.

HIPAA Verification (no 3rd party):

  • I would be happy to assist you. For your protection, I will 
    need to verify your information.

  • Can you please verify your first and last name?
    What is your date of birth? 
    Please confirm your address?

Tele-Interpreter Instructions:

Language Line Solutions Instructions:

How to access the Tele-Interpreter Dial the Tele-Interpreter line at 1-800-822-5552. 
Enter HM access Code 8521 For for other press #2 **DO NOT USE FOR SPANISH**
If pressing 2, provide the Interpreter agent the language requirement needed. The Tele-Interpreter will then connect you with your interpreter. At this point, the agent will be connected with the interpreter who will provide their name and ID number. Connect the caller and the Interpreter via conference feature. 

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Helpful Hints when working with an interpreter:

  • Briefly inform the interpreter regarding the nature of the call. 

  • Remember you are in control of the call and the line of questioning. The interpreter's responsibility is to facilitate communications. 

  • Use short sentences where possible. Pause at the end of a complete thought to allow for interpretation.

  • Speak distinctly, do not expect word for word interpretation as languages differ in grammatical structures an ways of expressing ideas.

Third Party Caller Process:

  • If the caller is a CSR from the member’s health plan trying to transfer the member, verify the name and date of birth of the member so you can pull them up in the system. Have the CSR transfer the member over and then re-verify name, date of birth and home address with the member. 

  • **If a member wants to have their spouse speak on their behalf, the member needs to verify their full name, date of birth, and home address and verbally provide permission to the spouse to speak on their behalf BEFORE any information can be provided to the spouse. 

  • IF THE CALLER IS A THIRD PARTY AND THE MEMBER CAN NOT 
    SPEAK FOR THEMSELVES & AUTH NOT ON FILE IN RM: There is no authorization on file giving us permission to speak to you on <MEMBERS> behalf.

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  • IF THE 3RD PARTY CALLER INDICATES THE AOR/POA IS ON FILE: If that is the case, please call <Members> health plan at the number on the back of their ID card and have Customer Service call us to confirm you are authorized to speak on <Members> behalf. We will note it in their account and that will serve as permanent authorization for the rewards program to discuss their account with you

Program Registration:

  • Program Registration:
    To be eligible for the rewards program you must first be registered for the program. I am happy to help get you registered today. What is your email address I can use for registration?

Online Registration:

  • Your email address will serve as your username. Or you can go online to <https://arkansashealthyblue.healthmine.com/> and click New Here? Register Now! to register and create your account. Follow the prompts to set up your account. You will receive an email prompting you to set up your password. Passwords need to have a minimum of 8 characters, 1 upper case letter, 1 lower case letter, and 1 special character !@#%^&*(). Once the password is entered correctly, you will you will be emailed a Multifactor Authentication Code. You have 10 minutes to enter the code. After entering the code, you will be signed in to your secure personal member portal. At this time, your registration will be considered complete.

Offline Registration:

  • Since you do not have email and/or computer access you will need to be registered offline. Offline registration means you will have to call to check on your rewards and will not have access to the online portal. If you would like, I will register you offline now. Your registration has been completed, now you can begin earning rewards.

Health Actions:

  • The following health actions are currently available for reward after completion: (CSR to list health actions on portal).

Health Actions member needs to complete themselves online:

  • To complete the Health Journey Surveys, Health Education Articles, & 
    Health Risk Assessment please login to your member portal at https://arkansashealthyblue.healthmine.com/ Once completed, you will be able 
    to claim the rewards for those health actions.
     

  • If the member indicates they can not complete the health actions online:

    1. I can have a copy of the Health Education Articles & Health Risk 
    Assessment mailed to you. To confirm, they will be mailed to <Members 
    Address>
    2. I can assist you with completing the surveys over the phone. There are 
    2 Health Journey Surveys to complete, please give me one moment while I 
    load them now.

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  • CSR to complete both Health Journey Surveys with the member & the 
    Health plan feedback survey when applicable. Both surveys have been completed and you now have $XX in rewards available to claim.

Health Actions Claims Required:

  • Your provider will submit the claim to your health plan after you complete the following: annual wellness visit, mammogram, colon screening, diabetic health actions, and flu shot. You must allow 60 days after completion of your health related activity for the claim to be automatically processed and your reward to be available. 

DOS within 60 Days:

  • Please wait until 60 days from the date of service has passed. If the <healthy activity> is still not on your portal at that time, please give us a call back and we will update your account.

DOS older than 60 days:

  • I do not see the <healthy activity> on file, and can update it for you. I need to know when you had the service completed, the physician name, address and phone number. I have updated your account, and now you are eligible for $XX.00 in rewards. CSR to complete override and add to HAC Spreadsheet

Additional Health Actions:

  • RX Savings Solutions Registration Comprehensive Med. Review & Adherences Heart Healthy Statin Program (Med Pharmacy Consult) CSR to explain how each health action is completed, if HA is listed on the members portal & member asks how it is completed. Once completed, your health plan will notify us of completion and the health action will be eligible  for reward.

Reward Redemption:

  • I show you have $XX.XX in rewards to redeem. I can assist you with redeeming them now. Would you like gift card rewards or merchandise? Based on how the member responds, CSR to review available list of rewards.

Physical Gift Cards:

  • Your choice of gift cards is a follows: CSR to confirm:

  • That’s a $XX.00 <Vendor name> gift card to be mailed to: <Member Address.> Please allow 14 business days for delivery. It will be arriving in a plain white envelope from online rewards with a return address of Richardson TX.

Digital Gift Cards:

  • list of gift card options).Your choice of gift cards is a follows:

  • (CSR to read entire That’s a $XX.00 <Vendor name> gift card to be emailed to:<Member Email.> Please allow 72 hours for receipt. The gift card/s will be sent from noreply@healthy-blue-healthmine.com. You will also be able to retrieve them from the secure message inbox in your member portal.

Merchandise:

  • The available merchandise to choose from is as follows: (CSR to review available merchandise options. To confirm: That is ________________ to be mailed to <CSR to confirm mailing address>. Please allow 14 business days for delivery

Gift Card/Merchandise Less Than 30 Days:

  • Your <Vendor Name> gift card(s)/reward was mailed to you on xx/xx/xxxx to the address of <Member Address>. The reward was sent in a plain white envelope from Online Rewards in Richardson Texas.

  • The Gift card/s can take up to 30 business days to be received. Please give us a call back after 30 business days if you still haven’t received the card/s to allow for potential postal delays.

Greater Than 30 days Old:

  • Your <Vendor Name> gift card(s)/reward was mailed to you on xx/xx/xxxx to the address of <Member Address.> The gift card was sent in a plain white envelope from Online Rewards in Richardson Texas.

 

  • I will ask that the gift card status be verified. If there is a balance, we will have it reshipped. Can I please verify that we have the we correct shipping address? The gift card will be sent to <Member Address.> If the gift card retains a balance, please allow 30 business days for the reissued card to be received. If the gift card has no balance, no reward will be reissued.

Digital Gift Card Status:

  • Your digital <Vendor Name> Gift card was emailed to you on xx/xx/yyyy. The email was sent from no-reply@healthyblue-healthmine.com and the email address it was sent to was <Member Email.>

Troubleshooting tips for Digital Gift Cards:

  • Have you checked your junk/spam /promotions folder? Try Checking the Member Portal Secured Inbox: You can login to the Member portal to the Secured Inbox to access a copy of the digital gift card. I am happy to assist you with this. Once you login to your member portal, and toward the upper right-hand corner of the screen you will see an envelope icon. This icon is your message center. The message center houses the secure messages from the Healthy Blue Rewards Program, including copies of your digital gift card or links that contain your digital gift card.

  • What browser are you using? Can you please try to copy and paste the link to a different browser? If that doesn’t work, press Ctrl Click on the blue highlighted link to help open the link and see if that works.

  • If Troubleshooting Steps Fail: Thank you for notifying us of this issue, we do apologize for any inconvenience. For the next steps please allow me to have this issue escalated to our Member Escalation Team where they will research this issue further and provide you with the outcome within 72 hours. May I have your preferred contact number?

Troubleshooting Tech Issue:

Tip: **If the member is using the website on a mobile device and having technical 
issues. Make the suggestion that they download the app, or use the website on a desktop or laptop to avoid compatibility issues.

Member Not in System Error:

  •  Be sure member is entering all information exactly as it appears in RM.

  • If member is already registered, the member is entering the correct username.be sure there are no spaces before/after user name

  • Correct password needs to be entered.be sure there are no spaces before or after password.

Login issues:

Member is Unable to log in to the portal or MFA code is not working

  1. Are they using the app or the website?

  2. If using the website, what browser are they using?

Compatible browsers are as follows:
· Windows
· Internet Explorer 11 or higher
· Firefox 47 or higher
· Microsoft Edge - 13 or higher
· Mac O/S
· Chrome 51 or higher
· Safari 9.1 or higher

Member requested a MFA code and did not receive it:

  1. Check SPAM or Junk folder

  2. Verify the email account you are checking is the email address registered with My Well care Rewards

  3. Restart or refresh your email

  4. Request a new code (see #2 for requesting a new code)

Password Reset:

The password requirements must all be met. If a requirement is not met, the confirm button will not be available to click.
Password requirements:

  • At least 8 characters

  • At least one uppercase letter

  • At least one lower case letter

  • At least one number

  • At least one special character (!@#%^&*)

Passwords can be stored in some browsers. Ensure the member is not using a stored password within their browser after changing their password

MFA Code Issues

MFA codes expire after 10 minutes. If multiple MFA codes are requested, users must use the most recent code delivered and any prior become invalid. If the MFA 
code is expired or it is not the most recent code sent, an error message stating

"The Auth code entered is incorrect" and the "Confirm" button will not be available 
to click. Sometimes when too many codes are requested, it can be 
confusing to the member which code is the most recent code.

We would advise:

  • “Clear the cache” – clear the browser history if using a website

  • Delete all previous emails from the reward program and start from scratch

  • Make sure that the MFA code is entered within 10 minutes of generation

Review (Recap) Health Actions Listed on Portal:

The following health actions are currently available for reward after 
completion: (CSR to list health actions on portal).Check back throughout the year to see if additional health actions have been added to your portal.

Recommend member register online: (offline registered ONLY) Remember, you can register online through <https://arkansashealthyblue.healthmine.com>
This will allow you to check your member portal and health action availability, give you a wider variety of gift cards to choose from, and provide you the option of receiving gift cards within 72 hours of them being selected. Would you like additional instructions?

Closing: 

"Is there anything else I can help you with?" If yes, assist the member. If no, " 
Thank you for calling (The Healthy Blue Rewards program) have a great day!"

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