Company Information

Cigna-HealthSpring’s Agent Assistance Line (HAAL):

Phone: 866-442-7516

Email: haal@healthspring.com

Regular hours: Monday through Friday from 7 a.m. to 6 p.m. CST

Please view Cigna-HealthSpring’s 2016 HAAL Guide to see what information/services HAAL can and cannot provide agents.

  • For agents, HAAL representatives cannot provide Protected Health Information (PHI) on customers without the customers’ verbal permission. PHI includes address, phone number, and birth date. The customers’ PHI is protected by federal law and Cigna-HealthSpring’s internal policies.
  • For agencies, HAAL representatives can only provide contract updates for 5 agents per call. This limit is to ensure that our all of their partners receive equatable attention. If an agency would like information for more than 5 agents, they should email that list to haal@healthspring.com.

Certification

2016 Certification

Certification Instructions for the Following Products:

  • Medicare Advantage
  • Medicare Part D

Certification Start Date:

Live (July 15, 2015)

Is AHIP Required?

Agents may choose to complete training through either AHIP, Pinpoint Medicare Training, or Gorman. Additionally, they can use Cigna-HealthSpring’s certification portal to launch both AHIP and Pinpoint Medicare Training or to upload a certificate from AHIP, Pinpoint Medicare Training, or Gorman.

What is Cost of AHIP?

It costs $125 if you complete AHIP certification through the Cigna-HealthSpring certification portal. This is a discount of $50 off of the standard AHIP certification fee of $175.

Can AHIP Be Used for Compliance Credit?

It is required.

Does Carrier Reimburse for AHIP?

If agents complete AHIP through Cigna-HealthSpring’s portal, complete all of Cigna-HealthSpring’s required courses by September 15, 2015, and enroll 5 customers during AEP, they will receive $125 reimbursement.

If agents complete Gorman Health and all of Cigna-HealthSpring’s required courses by September 15, 2015 and enroll 5 customers during AEP, they will receive $99 reimbursement.

If agents complete Pinpoint Medicare Training and all of Cigna-HealthSpring’s required courses by September 15, 2015,they will receive $89.95 reimbursement.

Certification Product Modules:

  • 2016 Products and Benefits Overview
  • Cigna-HealthSpring Policies and Procedures Review and Attestation

Note: New agents must also complete New Broker/Agent Instructor-Led Training.

Certification Compliance Modules:

  • Selling With Integrity
  • Cigna-HealthSpring’s Compliance Program and HIPAA

Is Face-to-Face Training Required?

Face-to-face training is required for new brokers/agents only. New agents will need to attend an instructor-led training class in their local market.

Will Certifying for 2016 Allow Me to Sell 2015 Products?

Yes

Does First-Time Certification Differ from Recertification?

New Agents must attend an instructor-led training class in their local market.

How Do I Retrieve My Username and Password?

You can click on the “Forgot password?” or “Forgot username?” links on the page. If you continue to experience technical problems, you can contact their HAAL Unit at 866-442-7516 or haal@healthspring.com.

Who Do I Contact at Carrier to Confirm Certification?

Upon your completion of the required courses, you will receive an email that contains a link to a training evaluation survey. If you experience any technical challenges with your certification, you can also contact their HAAL Unit at 866-442-7516 orhaal@healthspring.com.

Certification Web Link:

https://www.cignahealthspringproducers.com/Apps/Medicare/default.aspx

Navigation from Web Link to Certification Portal:

NEW AGENTS

1) Go to https://www.cignahealthspringproducers.com/Apps/Medicare/Default.aspx.

2) Click the “Click here to register” button, which is located in the top left corner. Then, do the following:

a. Click “Lookup NPN using NIPR.”

b. Enter your Social Security Number.

c. Enter your last name .

d. Click the “Submit Query.”

e. Confirm the NPN matches, and then, click on “Use this NPN.”

f. Click “Continue.”

3) Verify that your personal information (email, address, and phone number) is correct.

4) Check off the boxes of the Cigna-HealthSpring Markets in which you are licensed.

5) Using the drop-down menu, select your CMS Medicare Training Provider or select “Upload Certificate from Another Provider.”

6) Create and confirm a password. Then, select a security question and enter an answer. Click the “Register” button.

7) Take note of your username (your NPN number), and click the “Continue” button.

8) On the main page, click on “Certification” to see your courses and get started.

RETURNING AGENTS

1) Go to https://www.cignahealthspringproducers.com/Apps/Medicare/Default.aspx.

2) Log into the certification portal by entering your username and password.

3) Verify that your personal information (email, address, and phone number) is correct.

4) Verify that the correct boxes are checked off for your market selections.

5) Using the drop-down menu to select your CMS Medicare Training Provider.

6) Do not change your password, and confirm your security question and answer. Click the “Register” button.

7) On the main page, click on “Certification” to see your courses and get started.

Resources for More Help:

New Agents: http://files.ctctcdn.com/81e028b1501/e9cd00f4-84e5-4d72-98e1-5d57b4dd3674.pdf.

Returning Agents: http://files.ctctcdn.com/81e028b1501/3bca4267-d3ce-40f8-b48f-16c63a32673b.pdf.

Submitting Business

Important Information:

Each enrollment application is required to be filled out legibly and completely, submitted within 48 HOURS of your signature date (initial receipt date), and accompanied by the following information:

  • Cigna-HealthSpring cover sheet
  • Statements of Understanding
  • Necessary Chronic SNP forms
  • Scope of Appointment (SOA)
  • Diabetic Verification
  • Medicaid Verification
  • Necessary Low Income forms
  • Your name and writing number

When submitting electronic enrollments, please remember that if you have used a paper SOA, you must fax it.

When faxing applications, please make sure to use clean copies of cover sheets. Do not make copies of a cover sheet using a copier. With copies, there is a chance that the bar code will be too light or distorted, which can cause processing delays. The best practice should be to print multiple cover sheets at a time from an electronic copy, and print from the electronic copy any time additional sheets are needed. Additional cover sheets are available at http://www.cignahealthspring.com/agentresources.

How to Submit Scope of Appointments with Cigna-HealthSpring:

All applications must be submitted with a Scope of Appointment (SOA). For more information on completing and submitting Cigna-HealthSpring SOAs, please view their2016 SOA Instructions.

There are two methods for submitting SOAs:

A. Telescope Line (preferred method)

  • Please follow these steps when submitting an SOA via the Telescope Line
    1. Dial the Telescope Line at 1-866-398-6055 with your client present.
    2. Have your client provide the following information: customer’s first and last name, customer’s address and phone number, time and date of upcoming appointment, agent’s first and last name, agent’s ID (writing number), and your initial method of contact.
    3. The telescope agent will give you a confirmation number to confirm the SOA has been recorded.
    4. Enter this confirmation number in the Scope of Appointment ID number field on the enrollment form.
    5. Do not go on the appointment unless you’ve received the recorded permission from the Telescope Line agent.

B. Paper SOA (only allowed under certain circumstances)

  • Agents can use a paper SOA form only if an advance call to the Telescope Line is unreasonable. These situations include if the prospect…
    • Attends your seminar or sales meeting and wants a presentation right after
    • Walks into your office
    • Is unplanned but attends your appointment
    • Needs a presentation immediately to make the end-of-the-month deadline
    • Has children who need to be involved, but they are only available today
    • Is leaving for an extended time and needs to see the presentation immediately
  • If you must complete a paper SOA, please make sure to follow these steps:
    1. Have the client (or authorized representative) sign and date the top of the form.
    2. Have the client (or authorized representative) initial the products they want to discuss.
    3. You will fill in the remainder of the paper SOA form completely.
    4. Under “Initial Method of Contact,” write “walk-in” if that’s the case.
  • If you are submitting the application electronically, create a unique ID using your Agent ID, date of appointment, and military time. Then, in the electronic enrollment’s “Scope of Appointment ID Number” field, enter the ID you created. Put that same number in the “Confirmation Number” field on the paper SOA.
    • In the bottom-right section, check the box that explains why the SOA wasn’t documented before the meeting.
    • Make sure the SOA is fully completed to avoid compliance issues. Then, fax the paper SOA with the paper application or at the same time you submit the electronic enrollment.

How to Submit Business with Cigna-HealthSpring:

Cigna-HealthSpring will not accept mailed, emailed, or hand-delivered applications from agents or agencies. View Cigna-HealthSpring’s 2016 quick reference guide for completing enrollment forms.

Paper Applications

  • Fax: (855) 245-3863
    • All applications must be FAXED to INSTREAM within 48 HOURS of receipt.
    • A special fax cover sheet with a bar code must be used as the first page of each application you send to Cigna-HealthSpring. A copy of that fax sheet can be found under “Downloads.” Please make sure the bar code on the fax cover sheet is as clear as possible.
    • Multiple applications may be faxed at one time, but each application has to have its own fax cover sheet.
    • Please review fax transmission sheets and save them as proof of fax submission.
    • Submitted applications can be viewed through eAgent. If you do not see your application, please call the DSU.
    • Additional cover sheets are available athttp://www.cignahealthspring.com/agentresources.

Online Enrollments

  • Cigna-HealthSpring is excited to announce the annual update of their Tablet eEnrollment tool for 2015 effective enrollments beginning 10/15. New for 2015:
    • Type of Sale – Allows agents to indicate whether face-to-face,in-home, or event/seminar setting.
    • Scope of Appointment ID – Agents can now use their agent number, date of SOA, and military time or Telescope ID to make marrying paper SOAs to Tablet eEnrollment form enrollments quick and accurate. (Requires that the same ID is used in the SOA “Plan Use Only” field.)
  • The Cigna-HealthSpring Tablet eEnrollment form is an online tool that allows agents to walk enrollees through a quick, paperless electronic application. In order to use the Tablet eEnrollment tool, agents must register athttps://broker.hsconnectonline.com. Check out these great features:
    • Available via laptop and iPad tablet browser
    • Uses a simple, straightforward question process
    • Creates a complete application that can be verified and signed before submission
    • Allows the agent/enrollee to submit a completed application immediately for processing
  • We recommend that you review the user guide become familiar with the tool and it’s plan-comparison features. In order to receive credit for enrollments using the Tablet eEnrollment form, please comply with the requirements indicated in the user guide. This tool is intended only for face-to-face and event agent-assisted enrollments only. Use of the Tablet eEnrollment form for telephonic enrollments is prohibited.

Supplies

How to Order 2016 Cigna-HealthSpring Sales Books:

Please review how to order 2016 Cigna-HealthSpring Sales Books by clicking here or following the instructions below.

  1. Go to https://custompoint.rrd.com. Enter your user ID and password and the account name. Click “Login.”
    • Your user ID is your Agent Number, Writing Number, or Agency ID
    • Your new password is Health1! (case-sensitive)
    • The account is Hspring (not case-sensitive)
  2. Mouse over CATALOGS and in the dropdown menu, select Static_Components_Budgeted. In the blue banner on the left, select the appropriate year and region
  3. A list of items should appear in the center window. Find the items you wish to order and click inside the “Order” column to add them to your shopping cart.
  4. Click “STAY HERE” and repeat the process if you would like to add additional items. Click “VIEW CART” if you would like to complete your order and check out.
  5. Enter your desired quantities and review your order. If you would like to remove an item, be sure to click “UPDATE CART” before you click “CHECK OUT.”
    • Maximum quantities are as follows:
      • Agents: 20
      • Gas: 100
      • FMOs: 300
    • Please order in multiples of 10 and only order what you really need
  6. In the “Delivery Options” window, use the dropdown menu and select “Your Personal Address Book.” Then, select “Manually Enter Address.”
  7. Enter the “Ship to Name,” Company Name (which goes in the “Ship to Name 2” text box), and “Address.” Next, select the “Bill To Address” from the dropdown menu (even if there is no charge) and fill out the “Attention” text box. Click “VALIDATE,” “Add to Address to Address Book,” and then “NEXT.”
  8. Fill in the “Name,” “Phone Number,” and “Email Address” text boxes. Select “Standard Shipping Method” from the dropdown menu and click “NEXT.”
  9. Review your order. Then, click “SUMBIT ORDER.”

How to Order 2016 Cigna-HealthSpring Custom Documents:

Please review how to order 2016 Cigna-HealthSpring custom documents by clicking hereor following the instructions below.

  1. Go to https://custompoint.rrd.com. Enter your user ID and password and the account name. Click “Login.”
    • Your user ID is your Agent Number, Writing Number, or Agency ID
    • Your new password is Health1! (case-sensitive)
    • The account is Hspring (not case-sensitive)
  2. Mouse over “CATALOGS” and select “Custom_Documents.” Choose either “Print & Ship” to receive a quantity of printed items (payment required) or “eDelivery” to receive a free, high-resolution PDF file that can be used for local printing.
  3. In the blue banner, select your document’s category from the list that appears.
  4. A list of items should appear in the center window. Find the items you wish to order and click inside the “Order” column to add them to your shopping cart.
  5. Fill out the custom information for each field. Click “UPDATE PREVIEW” to see how your information appears on the document. Make changes if needed and click “NEXT.”
  6. Download, print, or save a low-resolution version of your document by clicking “VIEW PDF PROOF.” If the pdf is satisfactory, check the box and click “ADD TO CART.”
  7. If you selected eDelivery in Step 2, review your order, then click “CHECK OUT.” In the next window, confirm that your email address is correct and click “NEXT.”
    If you chose “Print & Ship” in Step 2, enter your quantity of printed matter, review your order, and click “CHECK OUT.”
  8. Go to “Address Source” if your delivery address does not appear. Select “Manually Enter Address” from the dropdown menu. Enter the “Ship to Name,” Company Name (which goes in the “Ship to Name 2” text box), and “Address.” Next, select the “Bill To Address” from the dropdown menu (even if there is no charge) and fill out the “Attention” text box. Click “VALIDATE,” “Add to Address to Address Book,” and then “NEXT.”
  9. If you chose eDelivery in Step 2, review the information and click “NEXT.”
    If you chose “Print & Ship” in Step 2, enter your credit card information, check the “Email Receipt” box, and click “NEXT.”
  10. Click “SUBMIT ORDER.” For eDelivery orders, your high-resolution PDF file will arrive within 2 hours of your order.

How to Check the Status of Your Order:

Orders placed before 12 p.m. EST will be processed for shipping the same business day. Orders placed after 12 p.m. EST will be processed for shipping the following business day.

To check the status of your order:

  1. Go to https://custompoint.rrd.com. Enter your user ID and password and the account name. Click “Login.”
    • Your user ID is your Agent Number, Writing Number, or Agency ID
    • Your new password is Health1! (case-sensitive)
    • The account is Hspring (not case-sensitive)
  2. Mouse over “ORDERS” (located in the top blue menu bar) and click on “Order Status” in the dropdown menu.

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