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Get the scoop on Medicare Advantage new member outreach

We’re making it easier for members to enjoy their new plan

Helping your clients live their healthiest, best life is our priority. Here’s a review of the activities underway to help your Medicare Advantage (MAPD) clients get the care they need and enjoy the health and wellness extras included with their new plan.

These member onboarding activities can also support any retention efforts you have in place to help your clients get started using their new benefits.

New member experience timeline:

What happens after the app is submitted?

Applications must be submitted to AZ Blue and CMS  within 5 calendar days from date the agent signs it. Once CMS sends approval or acceptance of the application, it triggers our Welcome Kit mailing.

Welcome to AZ Blue:

Welcome packets are mailed within 7 calendar days after enrollment is accepted, and includes the following:

  • Quick Start Guide
  • Welcome Cover letter
  • Confirmation of enrollment letter
  • Low Income Subsidy (LIS) Rider (if applicable)

Welcome Calls (late-December for the new plan year)

  • We contact new members to review benefits and ensure they have the information they need as their effective date approaches.

Other targeted communications throughout the year

  • SilverSneakers email, welcomes new members and tips to get started using their fitness benefit
  • TruHearing mailer to new members with details about their hearing benefits with our plan
  • Wellness reminders to complete screenings or earn rewards

Three tips to help retain your clients

  1. Double check your applications for accuracy before submitting them. 

    Be sure to confirm your client’s contact information, signature date, Medicare Beneficiary Identifier (MBI), and primary care physician (not PA or Nurse Practitioner) are included. Check to see if your client will have a Late Enrollment Penalty (LEP), so you can explain the next steps if needed.

  2. Follow up with your clients.

    Contact your clients three days after enrollment to answer any initial questions they may have. Create a retention plan that includes follow up at the 30, 60, and 90-day mark

  3. We’re here to help. Encourage your members to call us.

    Our Member Service and Member Advocacy teams are ready to help members and answer any questions you might not be able to help with.

    Department Helps with Phone Number Hours
    Member Advocacy Team
    • OTC
    • Wellness Rewards
    		 602-313-7135 in AZ
    1-888-267-9046 Toll-free
    TTY: 711     		8 a.m. to 5 p.m.
    Monday – Friday
    Member Services Team
    • general inquiries
    • benefit questions
    		 408-937-0409 in AZ
    1-800-937-0409 Toll-free
    TTY: 711     		8 a.m. to 8 p.m.
    Daily: October 1 – March 31
    Monday through Friday:
    April 1 – September 30

Questions? Reach out to your designated Business Development Executive or our Broker Support Team

    Blue Cross® Blue Shield® of Arizona (AZ Blue) is contracted with Medicare to offer HMO Medicare Advantage plans. Enrollment in AZ Blue plans depends on contract renewal.

    You are eligible to enroll in a AZ Blue Medicare Supplement plan if you are age 65 or older, entitled to Medicare Part A, and enrolled in Medicare Part B, and you live in the plan service area. You must continue to pay your Medicare Part B premiums (and Part A, if applicable), if not otherwise paid for by Medicaid or another third party. During the first six months when you are age 65 and also enrolled in Medicare Parts A & B you cannot be denied a Medicare Supplement plan when you apply for one, regardless of health status.

    Health Choice Pathway HMO D-SNP is a Health Plan with a Medicare contract and a contract with the state Medicaid program. Enrollment in Health Choice Pathway HMO D-SNP depends on contract renewal. Health Choice Pathway Member Services can be reached at 1-800-656-8991, TTY: 711, 8 a.m. to 8 p.m., 7 days a week.
    Member Services can be reached at 480-937-0409 (in Arizona) or at our toll-free phone number at 1-800-446-8331 (TTY users should call 711). Hours are 8 a.m. to 8 p.m., Monday through Friday from April 1 to September 30; and 7 days a week from October 1 to March 31. Member Services also has free language interpreter services available for non-English speakers.

    OptumRx® is an independent company providing prescription mail order services.