1. Jeremy Stanly
Job Aid and Refresher
Humana

2. Agenda Introduction OHBP PCP Billing Letters VOB ID Cards
General Updates

3. OHBP Insert date via Header and Footer option
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4. Primary Care Physician (PCP)
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5. Billing/Demographics

6. Letters

7. VOB

8. ID Cards Insert date via Header and Footer option
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9. ID Cards To check ID card Status you will go to HSS
Click on ID Card Management

10. ID Cards Click on Search in the upper left hand corner.
Enter in the member’s ID #, if they do not have an ID # you can pull them up using their Social Security #.

11. ID Cards

12. ID Cards
In the Status area “metered” means that the ID card has been requested and sent
When metered the member should expect the ID card business days from the sent date
“In progress” means that the request is being processed
“Pended” means that the card is waiting to be sent out

13. ID Cards

14. ID Cards
If the ID card has not been sent out we have created some steps for you to follow:
If the member just made a PCP change, again advise them that ID cards are on the way in business days.
If they have not made a PCP change advise the member that they can go to Humana.com to print their ID card.
If prior to 1/20/14 transfer to HumanaOne.
If 1/20/14 or after, then follow the mentor document attached to the invite titled “Order ID Cards in CCP”
***Reminder if the member has changed their PCP, new ID cards are automatically generated. Also if ID Cards have been ordered in the last 14 business days, a new request will terminate the original request***

15. CAS Vs. MTV Members
Members with HMO plans are found on the CAS platform. Their ID numbers begin with H such as H
Their billing is handled thru Ebilling.

16. CAS Vs. MTV Members Most MTV or Metavance member ID’s start with 700
Their billing is handled by HPS. HPS can be reached at
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17. On Marketplace Vs. Off Marketplace
When determining who makes demographic updates or which area handles a member’s billing, it is important to be able to determine if a member purchased their plan on or off the marketplace.
The easiest way to make this determination is by going to the employer tab in CCP.
The exchange type will tell you how it was purchased.
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18. On Marketplace Vs. Off Marketplace
Here is an example of someone who purchased on the Federal Marketplace
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19. On Marketplace Vs. Off Marketplace
Here is an example of an Off Marketplace Member
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20. HMO Premier
As a reminder members on the FL HMO Premier Network do not require a PCP. Do not attempt to assign those, if you get an error in CCP do not send these to the tank. The first place to check if it is HMO Premier is when the benefit grid populates in mentor.

21. HMO Premier
If it does not appear in mentor or you do not have access to mentor, the other place to locate this is on the legacy member tab in CCP. It will say HMN.
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22. Dental Some members may have a dental benefit.
To find if a member has one of these you would check on the Member tab of CCP.
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23. Dental
This plan has a CB next to it, so that would be a transfer to the Dental CompBenefits area at
For Dental Plans that do not have a CB they are stand alone plans that go to Humana Specialty Benefits, there transfer number is
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24. Pharmacy Transfers
If the member has questions about anything to do with pharmacy that includes:
How much does my prescription cost?
What is my pharmacy deductible?
Where is the nearest in network pharmacy?
We transfer these to (internal number) and make sure to advise the member their direct number in the future is

25. Pediatric Vision For questions regarding Pediatric Vision:
Use the benefit grid the same way you learned how to quote the medical benefits.
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26. Making a PCP Change on Humana.com
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27. Making a PCP Change on Humana.com
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28. Making a PCP Change on Humana.com
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29. Making a PCP Change on Humana.com
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30. Making a PCP Change on Humana.com
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31. Making a PCP Change on Humana.com
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32. Making a PCP Change on Humana.com
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33. Making a PCP Change on Humana.com

34. PCP Changes
I just wanted to reiterate here the process for making a PCP change:
All PCP changes should be made in CCP.
If an error message is received in CCP please fill out the below template:
Physician’s Name:
Physician’s Address:
CAS #:
Member’s Call Back Phone #:
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35. PCP Changes
After filling out the above information, send your inquiry to:
Service Center: Green Bay
Department: INDALLS Calls
Team: PCP Update
User: Blank
Please do not utilize this tank unless there is an error in CCP. A reminder again Florida HMO Premier plans do not require PCPs.
** Please do not use this tank for creating normal business inquiries, this tank is only for PCP updates**
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36. Ordering ID Cards on Humana.com

37. Ordering ID Cards on Humana.com

38. Ordering ID Cards on Humana.com

39. Ordering ID Cards on Humana.com
Scroll down on the home page to related links
Click on the view medical ID Card
The member can print their ID Card
***Reminder that if a member already has changed their PCP it automatically orders new ID cards***

40. Humana.com
In addition to ordering ID Cards and changing a PCP, Humana.com is a good resource for members. If the situation comes up please educate the member that on Humana.com they can review other information such as:
Their Policy Certificate
Claim Information
Benefit Information
Humana Vitality

41. Questions
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