2010 Verification Call Procedures New member verification calls are conducted by Universal American in keeping with CMS guidelines. 2010 Verification Call Changes • Verification calls are required for all MA and PDP plans.
• Agents may not be with the enrollee during the verification call.
• Agents are no longer required to schedule the verification calls.
• Agents will no longer be given a verification reference number.
• The New Member Acknowledgement Form is no longer required.
Calls are conducted: - To confirm that the enrollee understands what he or she has purchased.
- To assist the enrollee in better understanding the plan benefits.
- To ensure that the enrollee understands how to access benefits.
Following CMS guidelines, calls must be attempted three times to reach the new member. UAM will attempt a fourth call to ensure a higher rate of completion. The member will also receive an education letter after the first failed attempt. In situations when spouses enroll together, a designated spouse may complete the call on the couple's behalf. During 2010, Verification calls will be handled by a domestic-based call center.
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