How Member Services Can Help IFP Agents
Member Services is available to assist your clients with a wide variety of issues, but there are also a few ways in which they can help agents. However, before contacting Member Services, it is strongly advised that you review the Agent and Member Self-Service Guide, to see if the issue can be resolved independently. To view the guide, go to Jarvis > Knowledge Center > Member Onboarding Resources.
Go to Member Onboarding Resources
Here are some examples of the type of assistance Member Services can offer to Individual & Family Plans (IFP) agents, whether or not the member is on the line*:
- Discuss and assist with updating the member’s basic information, such as phone number, email, primary care physician (PCP) or language preference
- Please note: PCP selection cannot be made until the member’s binder payment has been processed
- Discuss member enrollment information, including effective and termination dates, Member ID and plan type/plan code
- Discuss general premium billing info (e.g., payment options, amount due, payment history) and accept plan premium payments for a member’s account (more detailed billing information can only be provided with verbal consent from the member)
Additionally, if an issue cannot be resolved independently through the member online portal at myuhc.com/exchange, members are always welcome to utilize the LiveChat feature in the portal or contact Member Services over the phone for help with things like finding care, getting answers to claims-related questions, updating payment information and understanding their plan benefits. You can provide the member with the state-specific toll-free number found on Jarvis in the Contact Us section (located on the upper-right corner of the homepage). This number can also be found on the back of the member’s ID card. Member Services is available Monday–Friday from 8 a.m.–8 p.m. in the member’s local time zone**.
*Agent authentication and member information must be provided in order to meet HIPAA requirements.
** Member Services in New Mexico and LiveChat in English are available 24/7. LiveChat in Spanish is available Monday–Friday, 9 a.m.–9 p.m. CT.
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