Carelon May SWR Huddle My Copy

[Audio] How to review facilitator and producer notes: Click the View tab in the ribbon. Select Normal under Presentation Views. Begin reviewing content. Ensure your understanding of the module by reviewing the instructions, learning objectives, course content and time allotments. Be aware of the following action description: activates animations. Make sure to share your sound before presenting the video on the "Meet the Member" slide 4.

[Audio] Say with animation 0: Welcome to the May Software Release Training. In this course, you'll walk through recent updates to Compass that are focused on making everyday tasks easier and more efficient. These changes are built around how you use the system, helping you save time, reduce friction, and continue delivering a great experience for our members. Say with animation 0: Let's take a look at what you'll learn and how these updates support your day-to-day work in Compass..

[Audio] Say with animation 0: : By the end of this training, you'll be able to Say with animation 1: View and Retrieve a member ID card. Say with animation 2: Order ID cards by Email and Mail. Say with animation 3: View Anthem.com registration status. Say with animation 4: Send an Anthem.com quick registration link. Say with animation 5: And Locate the member's formulary in Compass..

[Audio] Say with animation 0: Before moving into the first topic, you'll be introduced to a real‑world scenario that reflects a typical member call. You will hear the member's story and understand the situation driving the conversation. As you listen, consider how you might support this member and what tools or resources could help meet their needs..

[Audio] Say with animation 0: For our members, their ID card is an important everyday tool, especially when they need care, prescriptions, or coverage information. Let's take a look at these updates to see how they help you quickly locate and provide efficient support in Compass..

[Audio] Say with animation 0: With an understanding of George's situation, let's walk through how Julian begins by locating and viewing George's ID card..

[Audio] Say with animation 1: Julian begins on the Member Snapshot Landing Page. Say with animation 2: He navigates to the center panel. Say with animation 3: Then selects the ID Cards tab..

[Audio] Say with animation 1: Julian confirms the correct member is selected so the right ID card displays. Say with animation 2: Next he clicks the row-level action menu next to George's name. Say with animation 0: Keep in mind for Standalone members, the ID Cards tab may not display in Compass. In those cases, use the CIF Fulfillment section to confirm who handles ID cards..

[Audio] Say with animation 1: A drop-down menu opens with the options to view and send the ID card. Say with animation 2: Julian selects View to continue..

[Audio] Say with animation 1: This opens George's available ID cards. In the pop-up window, review the available ID cards and select the one that shows both medical and pharmacy information. Say with animation 2: Pro Tip: If the card does not display and the Medical Member Services number is not in the CIF, consult with Senior Team..

[Audio] Say with animation1: If multiple cards are available, Julian uses the Issue Date on the back to select the most recent one. Say with animation 2: Now that Julian has confirmed this is the correct ID card, he closes the pop-up to continue..

[Audio] Say with animation 0: If George would like his ID card mailed, we would select 'Send by Mail' Say with animation 0: Before ordering a new card, Julian checks for recent requests, confirms the mailing address, and reminds George that ID cards can also be viewed or printed in his member portal for faster access. Say with animation 1: After closing the pop-up, Julian returns to the ID Cards tab. Say with animation 2: He opens the drop-down menu and selects Send by Mail. Say with animation 3: Pro Tip: If a card was recently ordered, advise mail time. If delayed or there are multiple requests, warm transfer to Medical Member Services..

[Audio] Say with animation 1: Here Julian has the option to send to Default Address or a One-Time Address. Say with animation 2: Then he confirms the address on file for George and clicks Send..

[Audio] Say with animation 1: But what if George wanted to provide a One-Time Address, such as a temporary address while traveling or visiting another location? Julian would start by selecting the One-Time Address option shown here. Say with animation 0: Now he can enter the One-Time Address provided by George.

[Audio] Say with animation 1: Once all required fields are entered, Julian clicks send and advises the member that the turnaround time is 7 to 10 business days..

[Audio] Say with animation 1: After clicking Send, a success banner will display at the top of Compass. Say with animation 0: But If George prefers email instead, Julian can send the ID card that way. Let's walk through that process..

[Audio] Say with animation 0: Sending an ID card by email follows a similar process, with a few key differences. Say with animation 1: From here, Julian clicks the drop-down menu to review the available options..

[Audio] Say with animation 1: From the drop-down menu, Julian selects Send by Email..

[Audio] Say with animation 1: Julian needs to confirm with George if he wants the email sent to his Default Email or a One-Time Email Address..

[Audio] Say with animation 1: George confirms he would like the email sent to the one file, so Julian selects Default Email and clicks Send..

[Audio] Say with animation 1: After clicking Send, a Success banner displays at the top of Compass. Say with animation 0: Julian then advises George that the ID card email request has been sent to the plan, and the plan will send the email to him. He should receive the email within 1–2 minutes. If it is not received within 5 minutes, he should check his junk mail folder. Say with animation 0: Now that George has his ID card on the way, Julian takes a moment to introduce Digital Tools to help George in the future..

[Audio] Say with animation 0: Member websites and your guidance stay the same, but Compass now provides quick registration links and a benefits tab hyperlink to help you easily share information and complete member registration faster. Say with animation 0: Since each hyperlink is sent by the plan, the hyperlinks members receive may differ. Standalone plans will receive the CarelonRX hyperlink and integrated will receive an Anthem hyperlink..

[Audio] Say with animation 0: Julian checks to see if George is Registered and explains his member website will help him manage tasks like viewing ID cards and medications without having to call customer care..

[Audio] Say with animation 0: George tells Julian that he's not very tech savvy and is concerned the process might be too complicated. Say with animation 0: Julian reassures George that he can send the registration link directly to George's email. Julian is supportive and reminds George that registering is totally optional but can be a convenient tool. Say with animation 0: George feels more confident and decides to try registering with Julian's help..

[Audio] Say with animation 0: Before sending the quick registration link, Julian needs to verify whether George's plan is integrated or a standalone. George is an integrated member, so Julian's next step is to confirm whether he is currently registered on Anthem.com..

[Audio] Say with animation 1: If George was Registered in Compass, this is what you would see. 'Client Portal Status: Registered'.

[Audio] Say with animation 1: Keep in mind that not every member's situation is the same. If the status shows Registration Unknown or Registration Unavailable due to age limitation, the quick registration email cannot be sent. Always reassure the member and offer other support options..

[Audio] Say with animation 0: Now that we've seen what it looks like when a member is registered or when registration isn't available, let's continue assisting George. Say with animation 1: In the Quick Actions panel, his status shows as Not Registered. Say with animation 0: Julian sends the Anthem.com registration link and walks George through the process. If George has trouble completing registration or the link does not work, Julian would warm transfer him to Web Support..

[Audio] Say with animation 1 : On the Client Portal Quick Registration screen, Julian can choose Default Email or One-Time Email. Say with animation 2 : Pro Tip: If an Authorized Party is calling on behalf of the member, the quick registration link can ONLY be sent to the default email currently on file..

[Audio] Say with animation 1: If George preferred a One-Time Email, enter that email here and then click Send..

[Audio] Say with animation 1: Julian asks how George would like the quick registration link sent. George decides he'd like it sent to his default email address that's on file. Julian verifies the email is correct before clicking send..

[Audio] Say with animation 1: After clicking Send, a success banner appears. Julian tells George the email should arrive within 1–2 minutes and if not received within 5 minutes, to check his junk folder. Say with animation 0: Julian lets him know the registration link expires after 15 days. If it expires or George needs help completing registration, a new link can be sent, or the call can be warm transferred to Web Support. Say with animation 0: With George's needs addressed, this completes the call. Next, we'll look at how to locate a member's formulary in Compass..

[Audio] Say with animation 0: Members who use the member portal or simply want to understand the cost of their medications often ask, "What's on my formulary?" Say with animation 0: Compass now includes an update that provides a direct hyperlink to the member's formulary within the Benefits tab..

[Audio] Say with animation 0: Now let's take a closer look at how Julian uses Compass to locate a member's formulary..

[Audio] Say with animation 0: : Julian begins on the Member Snapshot Landing Page and navigates to the Quick Actions panel. Say with animation 1: He selects the Benefits hyperlink to access the formulary link..

[Audio] Say with animation 1: From the Benefits tab Say with animation 2: Julian selects the Formulary Name hyperlink to open the plan's formulary list..

[Audio] Say with animation 1: He is directed to the searchable formulary tool on the member's plan website. The link may vary by client but in this example, it opens on CarelonRx.com. Say with animation 0: If the Formulary Name hyperlink is missing and the field is blank, refer to the CIF for plan-specific guidance..

[Audio] Say with animation 0: As you wrap up today's training, please take a moment to review the work instructions referenced. These resources are available to support you as you continue providing confident, member‑focused support. Say with animation 1: CarelonRx Compass - Digital - Quick Registration for the Member Web Portal TSRC-PROD-028865 Say with animation 2: CarelonRx Compass- Viewing and Requesting a Member ID Card TSRC-PROD-080728 Say with animation 3: CarelonRx Compass – Introduction to the Benefits Tab ID Card TSRC-PROD-081704.

[Audio] Say with animation 0: Congratulations! You have completed this training. Say with animation 0: By applying these skills, you strengthen your ability to support members with confidence, clarity, and care every day. Remember you can always go to your supervisor if you need more clarification. Before we finish, we have an acknowledgement for you to complete..

[Audio] Say with animation 1: To receive credit for this course please enter the course ID shown into learning hub and complete the acknowledgment..