What can I do through Online Account Management on the website?

Using your access to Online Account Management, you can:

Billing and Payment Functionality

• View all your invoices on a consolidated screen.
• Receive an email when your invoices are available on the website for your viewing.
• Drill down into the details of your invoice and terminate employees directly from your premium invoice and watch as your bills are dynamically adjusted with new totals.
• Dynamically adjusted open invoices whether you terminate your employees from the premium invoice or through the enrollment roster functionality within Online Account Management
• PAY your dynamically adjusted monthly premium invoice(s) ONLINE.
• Pay multiple invoices with one electronic payment or pay each invoice with a separate electronic payment.
• Setup and maintain your own bank payment accounts.
• Schedule payments when you want to pay.
• Setup recurring payments to occur automatically without viewing your invoices.
• Pay via check and print a paper remittance to send with payment.
• Download your premium invoices to help you manage your bills.
• View your payment history real time along with pending online payments.
  

Enrollment Functionality

• View Enrollment Roster with subscribers of a subgroup “as of” a specified date.
• Expanded view of the Enrollment Roster to include dependents.
• Download your roster and include expanded demographic information.
• Access to enrollment details and member maintenance activities via the Roster.
• Terminate employees or dependents only from coverage.
• Add Employees and/or dependents for coverage.
• View and Update Member Demographics, i.e. SSN, address, home, name, date of birth and gender.
• Change Primary Care Physician’s (PCP’s) for existing members.
• View group demographics.
• Request literature/information
• View status of web requests
• Request employee/member ID cards
• View and print employee/member ID cards
• Ask questions and view the status of your requests
• Request Certificates of Creditable Coverage

Why should I sign up for access to Online Account Management ?

The ability to access information online 24 hours a day, 7 days a week without making a phone call means faster, more efficient service. You’ll have the information at your fingertips to reconcile billing differences, investigate and update eligibility and even print an ID card at a moment’s notice. All of this is available at no additional cost to you, provided you have Internet connectivity.

In my organization, who will have access to these new web capabilities?

One person will be designated as the Employer Administrator . The Employer Administrator is the individual responsible for managing other users within your organization. The Employer Administrator sets up and manages Employer User accounts. The Employer User accounts may be limited to specific functionality and/or Sub Group access by the Employer Administrator . You may have as many Employer User accounts as your organization deems necessary.

Do I need any special hardware or software to use Online Account Management ?

No. Online Account Management is accessed through an Internet connection. As long as the Employer Administrator and any Employer Users have a personal computer with Internet connectivity, they will be able to use this new tool. 128-bit encryption is required, but may be downloaded free of charge if the user’s browser does not currently support encryption at this level.

Will the transactions conducted through use of Online Account Management be secure?

Yes. Our website contains the highest and most secure level of encryption available today (128-bit) and is as secure as any site on the Internet.

Will training be provided on how to use Online Account Management ?

The site was designed to be intuitive, so formal training is not needed. In addition, a dedicated CARE Team has been established to assist employer groups with technical issues related to using this new online feature. The CARE Team can be reached at the toll-free phone numbers below:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

Other questions should continue to be directed through your Account Manager.

How do I sign up to use Online Account Management ?

Signing up is as easy as 1 – 2 – 3! An authorized representative must simply:

• Read the Coventry Health Care, Inc. Electronic Commerce Agreement.
• Print the Employer Web Account Request Form.

Complete the Employer Web Account Request Form identifying the designated point person for this initiative. This person, called the Employer Administrator, will serve as the main contact for your organization and will be responsible for setting up and managing all other Employer Users. An authorized representative for your organization must sign the form.

• Fax the completed Employer Web Account Request Form to our CARE team at (866) 229-6403.

Once we’ve received the completed form and verified eligibility, the account will be set up. The login information will be emailed to the Employer Administrator at the email address specified on the form. The email will be sent using a Secure Email system. Please look for the email in your inbox within 48 – 72 hours from when you submitted the completed form.

Who should sign the form for my company to have access to Online Account Management ?

The designated decision maker should be the person signing the Web Account Request Form to request access to Online Account Management .

Why can I give only one employee access to this functionality?

Only one account exists for each employer. The individual responsible for the account is called the Employer Administrator . However, the Employer Administrator can use the site to set up as many Employer Users as your organization needs. The Employer Administrator may limit Employer Users’ access to specific functionality and/or specific Sub Groups as deemed appropriate.

What happens if my Employer Administrator leaves the company?

An authorized representative of your organization should complete and return an Employer Admin Update/Replace Form indicating information about the organization’s new Employer Administrator. The form can be quickly and easily processed providing personalized activation credentials for the new Employer Administrator. Please fax this form to the CARE Team at (866) 229-6403.

What if I don’t sign the Employer Web Account Request Form?

An account will not be established if the Employer Web Account Request Form is not signed. The form indicates you have read and understand the Electronic Commerce Agreement. The agreement encompasses the contractual obligations and protections necessary to facilitate a mutual relationship for use of this tool.

What if my organization starts using Online Account Management , but later decides we no longer wish to continue usage?

If your organization decides at any time it does not want to continue using the Online Account Management tool, an authorized representative or the Employer Administrator should simply contact our CARE Team at the toll-free phone numbers below to deactivate your employer account and all related user accounts.

The CARE Team can be reached at the toll-free phone numbers below:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nevada - (866) 667-3059
Nebraska - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

If we end our relationship with the health plan as our health benefits provider, will we still have access to view historical information?

No. The functionality provided via the addendum automatically terminates upon the termination or expiration of your organization's contract with us.

Once I sign and fax my Employer Web Account Request Form, how long does it take to receive my Login and Password for Online Account Management ?

Web Account Request Forms are generally processed in 2 business days. The login information is sent via Secure Email to the Employer Administrator at the email address listed on the Web Account Request Form.

How do I know if new functionality is available to my group?

We will send the Employer Administrator an email advising that new functionality is available along with any instructions necessary to implement. In addition, we will provide updates on the login page to inform users as they are logging in.

Who do I call if I am having trouble accessing Online Account Management ?

Employer Administrators who are unable to access Online Account Management should call the CARE Team at the toll-free phone numbers below:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

Employer Users should call the organization’s Employer Administrator.

What is the first thing that I should do when I log into Online Account Management?

Upon logging into Online Account Management , it is recommended that you set up any bank accounts as well as any users that will be using this account. After the initial setup, explore the system and get comfortable with all of its features.

General Contact Info

CARE Team:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

Fax: (866) 229-6403
Monday – Friday 8:00 am – 6:00 pm Eastern

Will Coventry ever ask me for bank or credit card information through email?

Coventry will never ask you for credit card or bank information through email. Our email notifications will only be for delinquency notifications, payments failed, payments over thresholds, bills ready and payments processed. If you receive an email that appears to be from CVTY asking for banking or credit card information, please have the Employer Administrator contact the CARE Team immediately.

How do I access the Secure Site to retrieve my Online Account Management Welcome Letter and login information?

Once you receive the Secure Email, click on the link that is included in the email. This will take you to the login page for the Secure Site. You will need to enter your email address and a password of your choice. This login information is NOT the login information that you will use to log into Online Account Management, rather only to the Secure Email Site.

Once you have logged into the Secure Email Site, you can retrieve the Word Document that contains a Welcome letter and your Online Account Management login information.

If I add/term an employee or any of their dependents from the enrollment tab functionality, when does it show on my enrollment roster?

The added or terminated employee and/or dependents should be added or removed from your enrollment roster within two business days.

If demographic changes are made to existing members such as a name change or address change, when does it show on the enrollment roster or even display appropriately on the system?

The changes to an existing member will display appropriately on the roster or system view within two business days.

How do I add a member to COBRA?

Simply go the employee demographics screen and choose the Change Subgroup tab. From the drop down list, choose the change to subgroup and the reason, which is COBRA. Submit the transaction.

Note that there are some subgroup changes that may still require that you first terminate the member from the old subgroup and add the member into the new subgroup.

How do I change the name of an employee due to marriage, etc?

Employer Administrators or Employer Users with sufficient privileges can complete name changes along with other member demographic updates through the web functionality. Please keep all supporting documentation on file that supports changes made via the website.

How can I make changes to the roster?

The roster itself cannot be changed. However, Online Account Management allows Administrators and Users with sufficient privileges to add and terminate employees or dependents. Once processed, these changes will be reflected in the roster.

Why can’t I request a Certificate of Creditable Coverage for a member?

The member’s status in the health plan’s system must be INACTIVE in order to request a Certificate of Creditable Coverage.

If I add/term a subscriber, when does it show on my enrollment roster?

The added or terminated employee should be added or removed from your enrollment roster within two business days.

When making a termination of an employee, does that automatically term all dependents of that employee or does a separate term need to be performed for each?

All dependents linked to that subscriber’s contract will be terminated.

Can a specific dependent be termed separately without affecting the employee or the other dependents under the employee?

Yes, depending on the number of dependents, the subscribers tier may change thus causing a rate change. This will not be dynamically adjusted on the invoice but you will see the change on the roster within two business days and on the subsequent invoice.

How far back can I term an employee?

An Employer Administrator or Employer User with sufficient privileges can request a retroactive termination based on the termination rules agreed upon in your employer group contract.

How far back can I add a member?

An Employer Administrator or Employer User with sufficient privileges can request to add a member back 31 days from the date you are entering the add into the application.

Where do I go to view a listing of termed employees for a certain period? Is there a report that will show me the termed employees and the dates?

The Employer Administrator must contact your Employer Services department for this information.

How can I make changes to the roster?

The roster itself cannot be changed. However, Online Account Management allows Employer Administrators and Employer Users with sufficient privileges to add and terminate employees or dependents along with making demographic changes to existing members. Once processed, these changes will be reflected in the roster.

When adding a new employee, do I use the super group or subgroup number?

Employees can only be added to subgroups. Online Account Management will only display the subgroup numbers on the “Add Employee” screen.

What if I want to term a member effective a certain date in the future?

Employer Administrators and Employer Users with sufficient privileges are able to term a member effective a certain date in the future. This date can be any date in the future as long as it is within your contractual period.

A member has just received additional health insurance how do I update their records?

After a member has been enrolled the only way to update a member’s insurance information is to use traditional means; paper, fax or phone call.

Can I view member’s claims online?

No, member’s claims can be viewed by members only by accessing My Online Services (MOS).

How do I add important information about newborns as dependents via Online Account Management .

When a newborn is entered into our system and appears on your online roster as LASTNAME,BABYBOY or LASTNAME,BABYGIRL, there may also be a term date associated with the newborn.

If it is the intention of the parents to enroll this newborn as a dependent, you can add this newborn, via Online Account Management, as a dependent just as you would add another dependent. This transaction can be performed from the Enrollment Tab -> Employee Search -> Member Maintenance -> Dependent List -> Add Dependent. Complete the process until you receive the confirmation page. Once this transaction is processed in our system (approx 48 hours), the term date will be lifted and the baby will be added as a dependent.

Please note that simply changing the name from BABYGIRL or BABYBOY to the baby’s actual name, will NOT add the newborn as a dependent.

Do I need to enter an employee’s full name to search for them?

Within the roster for the specific subgroup that the employee you are searching for is a part of, you can enter the first two letters of the first name and the first two letters of the last name. However, to narrow down the search, enter as many letters for both the first and last name as possible.

You can also search for a specific employee using the Employee Search functionality. Here, you can search for a specific employee without running a roster by using the social security number.

I termed the wrong member by mistake?

The system will ask for a confirmation of the termination before proceeding. Once the transaction has been confirmed and is determined to be in error, have the Employer Administrator contact the CARE Team to resolve the situation.

The CARE Team can be reached at the toll-free phone numbers below:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

If a member address is updated will that change be made to the member’s dependents?

Yes the change will be made to all of that member’s dependents as long as there is not a confidential address on file for a dependent.

Where can I get a copy of an enrollment form for signing up new members?

Currently, you must contact your marketing rep to provide you with the necessary paper forms.

How long does it take after I have submitted my request to download my roster?

The Employer Administrator or Employer User who submitted the request should be notified within one to two hours.

In what format can the roster be downloaded?

The roster can be downloaded into Excel.

Will a new ID card be automatically sent out if a member name change takes place?

Yes, a new ID card will be automatically sent out.

How do I view, print and request an ID card of an employee?

Through your Online Account Management account you can view, print and/or request an ID card for your employees. From the Enrollment tab, you have two options to access the employee's demographics page. You can either run a roster for the subgroup that the employee is a part of and then click on the red link that is the employee's name. Or you can go to the Employee Search tab to search for a particular employee by social security number.

Once you have located the emplyee, within their demographics, there are links that allow you to choose View/Print and ID card or Request an ID card.

Please note that if the ID card has not yet been updated with our ID card vendor, the ID card may not yet be available for a new member or not yet updated for a change that was made to an existing member.

How long will it take to receive an ID card requested for a member?

The ID card will be sent to the member’s address of record and should be received within seven to ten business days.

Can I request an ID card for more than one member of a family at a time?

Yes. When in the “Request ID Card” functionality check off the box called “Send ID cards for all dependents.” This will request ID cards for each of the members within a family. Each request must be submitted separately, but requests for different members can be made on the same day. Only one request will be processed per individual member per day.

Can I print the ID cards myself?

Yes, Employer Administrators and Employer Users with sufficient privileges can print a copy of the ID cards at your location.

A member needs an ID card today. Can I print a copy and have the member take the card with them?

A printed form of your ID card is an acceptable form of ID in the interim while waiting for your new card in the mail. Employer Administrators and Employer Users with sufficient privileges may request a permanent replacement card for any member by selecting Request an ID Card.

Can I change the address for a dependent online?

No, a dependent’s address cannot be changed through Online Account Management. Due to HIPAA regulations and not easily being able to determine whether a dependent’s information is confidential, the dependent’s address information is not viewable through your account and therefore cannot be changed online.

You can submit a dependent’s information change request through the “Ask a Question” functionality or manually fax in a change form to your health plan’s enrollment department.

How do I change employees between subgroups?

New functionality has been introduced to the Online Account Management application that allows you to change the subgroup for an existing subscriber without having to perform several steps to terminate the subscriber from the old subgroup and then add to the new subgroup. When you select a specific subscriber from your roster or employee search functionality, a new tab called “Change Subgroup” has been added to the top toolbar along with the existing Demographics, Benefits and Dependents tabs. From the Change Subgroup tab, choose the “change to” subgroup and the reason from the drop down list.

Business logic has been added to this functionality that will only allow you to move subscribers from one group to another when a qualifying event has occurred. Qualifying events supported in this application are:

• Open enrollment
• Change to cobra/state continuation
• Change to retiree
• Intercompany group transfer where the subscriber will continue with the same benefits offered.

Please note that if your desired change in subgroup does not meet these qualifying events, you should contact your enrollment representative to process your request or the CARE Team for further assistance. This system is not designed to handle every unique change subgroup or enrollment situation so involving your enrollment representative to assist may be required.

When is additional paperwork required, even when I use Online Account Management to enroll new members?

When adding a new dependent, additional paper work may be required for certain Qualifying Event reasons. Specifically, if you choose the CUSTODY/GUARDIANSHIP/SUPPORT or ADOPTION Qualifying Event reasons, you will see a pop up message indicating that a representative will contact you for additional information before the dependent is completely enrolled in our system. If you have the supporting documentation available, it is always helpful to fax it to your health plan’s enrollment department, even before you receive the phone call.

What can I do through Online Account Management on the website?

Using your access to Online Account Management, you can:

From the main menu bar located across the top of the screen, depending on the access privileges provided to you, you can have up to five tabs available 1) Statements 2) Payments 3) Enrollment 4) Manage and 5) Profile

From the Statement tab, you will be able to:

• View all your monthly invoices rolled up showing consolidated billings, payments and amounts due on one screen. You will receive an email when your invoices are available on the website for your viewing.
• Drill down into the details of your invoice and view each of your employees and terminate employees directly from your premium invoice and watch as your bills are dynamically adjusted with new totals.
• Dynamically adjusted open invoices whether you terminate your employees from the premium invoice or through the roster using the online functionality.
• Download your premium invoices to help you manage your bills.
• View your payment history real time along with pending online payments.
• PAY your dynamically adjusted monthly premium invoice(s) ONLINE

From the Payment tab, you will be able to:

• PAY your dynamically adjusted monthly premium invoice(s) ONLINE.
• Pay multiple invoices with one electronic payment or pay each invoice with a separate electronic payment.
• Setup and maintain your own bank payment accounts.
• Schedule payments when you want to pay.
• Setup recurring payments to occur automatically without viewing your invoices.
• Pay via check and you can print a paper remittance to send with your payment.
• View your payment history real time along with pending online payments.

From the Enrollment tab, you will be able to:

• View Enrollment Roster with subscribers of a subgroup “as of” a specified date.
• Expandable Enrollment Roster view includes dependents.
• Downloadable roster with expanded demographic information available.
• Access to enrollment details and member maintenance activities via the Roster.
• Terminate employees or dependents only from coverage.
• Add Employees and/or dependents for coverage.
• View and Update Members Demographics, i.e. first name, last name, city, phone number, address.
• Change Primary Care Physician’s (PCP’s) for existing members.
• Request employee/member ID cards.
• View and print employee/member ID cards.
• Request Certificates of Creditable Coverage

From the Manage tab, you will be able to:

• View all current employer users.
• Add new employer users.
• Reset a password for existing users.
• Edit an existing employer user’s subgroups and/or privileges assigned.
• Deactivate an existing user.

From the Profile tab, you will be able to:

• View your current profile.
• View your current access to subgroups.
• View your current privileges assigned.
• Change your password or your secret question.
• Change your login id, if you remember the answer to your secret question. Note: Employer Administrators cannot change their login ID, only employee users.

From the Quick tab, you will be able to:

• View group demographics.
• View status of web requests.
• Ask questions.
• View Roster download requests.
• View the Frequently Asked Questions (FAQ Tab).

How do I report incorrect information on the site for my organization or an employee?

Most information should be able to be updated within this website functionality by the Employer Administrator or Employer Users . If information cannot be updated and it is incorrect, this should be reported and updated using the same processes used before you were granted a website account.

Why doesn’t my browser’s BACK button always get me to the previously viewed page?

If a new browser window opens as a part of the functionality you’ve selected, the BACK button will no longer work. Within the Online Account Management screens, because of the information gathering process, the page you are attempting to go back to prevents the BACK button from working. Navigation within the Online Account Management application is easy when the available links, tabs and bread crumbs that show you exactly where you are within the application are used. It is a safe practice to use these features for navigation through Online Account Management instead of clicking the BACK button.

Who do I notify if I receive a system error message stating that the system is not available when I try to perform an action such as term an employee, pay a bill or add an employee?

Please have the Employer Administrator contact the CARE Team.

Who do I call if I am having trouble accessing Online Account Management ?

Employer Administrators who are unable to access Online Account Management should call the CARE Team toll-free at the phone numbers below:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

Employer Users who cannot access the system should call the organization’s Employer Administrator.

Can the tables/columns I get via Online Account Management be re-sorted?

Yes, columns that can be sorted have underlined headings. Click on the heading to re-sort.

If an employee is termed from the Statement tab within the detail invoice, when does it show on the invoice?

Your invoice will dynamically adjust to reflect the termination that you just made. However, the termed employee will be removed from your roster within two business days.

When will the invoice for the next period be available for review online?

Normally the statements will be available by the middle of the month before payment is due, i.e. a March invoice will be displayed by February 15th. An email notice will be sent stating when invoices are available for review.

I stopped paper bills. How do I receive paper bills again?

The Employer Administrator is the only one to be able to decide if paper bills are received. To receive these again, click your Profile tab/company tab along the top menu bar and check the "no" radio button to resume receiving paper invoices.

Now that I will receive an email when my bill is online, how do I stop receiving paper bills?

The Employer Administrator will be the only one who will be able to decide if paper bills are received. To discontinue paper invoices, click your Profile tab/company tab and check the "yes" radio button to discontinue receiving paper invoices.

How many monthly billing statements can be open at a time?

Up to Two monthly billing periods can be open at a time based upon the date you have logged into the system. For example, if the date is currently March 20th, the March billing period can be open along with the April billing period being displayed. If the date is currently March 4th, only the March billing information will be displayed since the April invoice has not yet been generated in the system.

Will I receive email notifications to remind me that my bill is due or that my bill is available online?

Yes, the Employer Administrator has the option to select to receive two optional emails. The first option gives notification that your bill is ready and the second option gives notification that your payment has been processed if paid via Online Account Management . However, the notification emails that your bill is due or that your bill is late are not optional and cannot be turned off.

How far back can I view my billing history?

The Employer Administrator or Employer User with sufficient privileges can only view up to 18 months of history through Online Account Management . Questions about older statements or invoices should be directed through the processes used prior to the establishment of your website account.

I've added an employee but my bill hasn't been updated?

Adding an employee will not be reflected on your invoice until the next billing cycle. The roster will reflect the update within two business days.

What if there is a mistake on my bill?

If there is a mistake on your bill simply pay the amount that you deem appropriate and select your reason in the under/over payment reason section and enter a comment as to why you are paying a different amount than what was billed.

How do I view invoice detail?

An Employer Administrator or Employer User with sufficient privileges needs to select the invoice number you would like to view on the Account Summary screen. Then select the group number whose invoice detail you would like to view.

Is there a quick way to find which invoice(s) an employee is on?

An Employer Administrator or Employer User with sufficient privileges should enter the invoice summary page and then search for the employee using their SS#. All invoices that the employee has been on or is currently on will be shown.

Are my Login ID and Password case sensitive?

Employer Administrator and Employer Users passwords (including the Activation Password used for initial login) are case sensitive but user IDs are not.

Can I change my Login ID and Password?

Employer Users can change their Login ID and/or Password upon initial activation or at any time by selecting the Profile Tab at the top menu bar and then selecting the Password Tab to change the password and update your profile page to change your login ID. Employer Administrators follow the same process, but may only change the Password.

How can I get a new Login ID or Password if I forget mine?

Employer Administrators and Employer Users can access login Help functionality from a link in the gold, left navigation bar or directly below the login field by clicking the Go Login Help button. This can be used if you’ve forgotten your password but remember your user ID along with the answer to the Secret Question you entered in your Login Profile.

In addition, Employer Administrators can contact the CARE Team at the phone numbers listed below, for replacement activation credentials. Employer Users may contact the organization’s Employer Administrator.

CARE Team:
Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

When does my Password expire?

Passwords for both the Employer Administrator and Employer User do not expire.

What does “Login Incorrect” mean?

When “Login Incorrect” appears directly above your login it means the Login ID and/or Password entered is wrong.

What does “Login Disabled” mean?

When “Login Disabled” appears directly above your login it means the account represented by the Login ID entered has been disabled either through six failed login attempts or by the person responsible for managing the account. Employer Administrator accounts may be re-enabled by calling the The CARE Team can be reached at the toll-free phone numbers below:

Altius - (866) 667-3059
Carelink - (866) 667-3062
Delaware - (866) 667-3062
Georgia - (866) 667-3062
Group Health Plan - (866) 667-3062
HealthAmerica/HealthAssurance - (866) 667-3062
Iowa - (866) 667-3059
Kansas - (866) 667-3059
Louisiana - (866) 667-3059
Nebraska - (866) 667-3059
Nevada - (866) 667-3059
PersonalCare - (866) 667-3059
Southern Health - (866) 667-3062
WellPath - (866) 667-3059

If an Employer User account becomes disabled contact the Employer Administrator.

How many log on attempts am I permitted before the system locks me out?

Employer Administrators and Employer Users are allowed 6 failed login attempts by the system before your account is locked.

I locked myself out of the system, how do I reset the password or who do I contact?

As the Employer Administrator , you can unlock an Employer User’s account via the Manage tab. However, if you, as the Employer Administrator need to reset your password, please contact Net Support.

Should I ever change my password?

In order to ensure that your password is not compromised we recommend Employer Administrators and Employer Users changing it every 3-4 months although this is not required.

What is the difference between an Employer Administrator and an Employer User ?

An Employer Administrator has access to all functionality for all Sub Groups as well as the ability to create and manage Employer User accounts for use by the administrative and accounting staff within your organization. Employer Users have access to only the functionality and Sub Groups assigned to them by the Employer Administrator . Employer Users can create and manage other users only when granted permission to this privilege.

Can the person replacing me as the Employer Administrator simply use my login information?

No. Each Employer Administrator has a unique record. An authorized representative of your organization should complete and return an Employer Administrator Update/Replace Form indicating information about the organization’s new Employer Administrator. The form can be quickly and easily processed providing personalized activation credentials for the new Employer Administrator . Please fax this form to the CARE Team at (866) 229-6403.

Who has access to Manage Employer Users ?

The Employer Administrator or any Employer User who has been given the appropriate privilege may Manage Employer Users . Only an Employer Administrator may grant this access.

How many Employer Users can I set up for my organization?

The Employer Administrator or an Employer User who has access may set up as many Employer User accounts as your organization feels necessary. Typically, accounts are limited to those in administrative or accounting positions. You are responsible for managing these users.

To add another Employer User , how do I obtain a login ID?

The Employer Administrator or an Employer User who has access can create your own user ID’s for the Employer Users by registering a new user in the Manage tab.

How can I change the privileges that were previously granted to an Employer User ?

The Employer Administrator or an Employer User who has access to Manage Employer Users can access Employer User accounts, for your organization, by selecting the Manage Employer Users tab from the Online Account Management menu across the top of the screen. By selecting the desired Employer User, you can add or remove privileges as well as Sub Groups using this functionality.

What should I do if one of my Employer Users leaves the company?

The Employer User’s account should be deactivated by either the Employer Administrator or an Employer User with sufficient privileges. If you have access to Manage Employer Users , you can disable an Employer User account by selecting the Manage Employer Users tab from the Online Account Management menu across the top of the screen. Upon selection of the appropriate Employer User , the option to disable the account will be presented.

How do I deactivate an Employer User’s account?

An Employer Administrator or an Employer User with sufficient access to Manage Employer Users can deactivate an Employer User account by selecting the “Manage” Employer Users tab from the Online Account Management Menu across the top of the screen. Upon selection of the appropriate Employer User , the option to deactivate the account will be presented.

Are there any reasons why I wouldn’t want to allow employees to make address and phone number changes on My Online Services (MOS)?

By not allowing an employee to make these changes in MOS, the Employer Administrator and Employer Users with sufficient privileges are responsible for all member address and phone number changes.

Do you have recommended settings for Employer Users ?

When Employer Administrators or Employer Users with sufficient privileges are registering a new user there is a description of every privilege they may or may not have. Every situation is going to be different dependent on what responsibility each user needs.

How do I pay my bill through Online Account Management ?

Employer Administrators and Employer Users who have been given this ability can setup payment accounts from which you want to pay your invoice and then review/adjust your invoice. When ready to pay, click on the pay now button.

What happens if I don’t make a payment on the current period and the calendar month rolls over?

Online Account Management will close that period on the last calendar day and your coverage may be terminated. Please pay your invoices in a timely manner.

Can I make a payment on a closed period if I haven’t yet paid that period?

You will not be able to utilize the services that Online Account Management offers to make that payment. The Employer Administrator will have to pay that invoice the “old fashioned” way by sending in a paper check.

Once you complete an online payment or a Paper Payment transaction, the statement for that coverage period is closed. Also, at the end of the month for that particular coverage period, any open invoices will automatically be closed.

How do I know what routing number and bank account number to enter as payment information?

The Employer Administrator or Employer User with access must first decide what type of account to draw funds from. There is a sample of a check on the “Payment Account / Add Bank Account” screen that shows you where the Routing number and the Account number are for your account. If you are using a savings account and are not sure of the Routing number, please contact your financial institution. If your routing or account numbers have leading zeros, please enter them into the application to avoid any payment delays.

Will I receive notification that my payment has been processed?

Yes, the Employer Administrator has the option to choose to receive an email when your payment has been processed.

Why are payments that I’ve already paid showing in the pending payments tab?

Payment may take up to three business days to be posted to your account. Once that payment is posted to your account, it will drop from the pending payments tab and will be displayed in payment history.

Can I cancel a payment made via Online Account Management ?

The payment can be cancelled only on the day it was actually made up until 5:00 p.m. EST by an Employer Administrator or an authorized Employer User . Any attempt to cancel after this time period will not be allowed.

In the “Recurring Payment” section, exactly what does threshold mean?

Employer Administrators and authorized Employer Users can set up recurring payments to be drafted monthly for the amount due and if you would like to be notified if the amount exceeds a set dollar amount. Online Account Management will notify you via e-mail that the dollar amount you specified has been exceeded. You may want to view your invoice for more details and/or adjust your threshold for future drafts. Please note, this does not prevent the draft from occurring.

How will I be notified if there is a problem with my online payment?

If there is a problem and payment fails the Employer Administrator will be notified through email. Additionally, the health plan reserves the right to charge reasonable and customary fees for any returned bank items.

If I make an under or overpayment will I be notified if my reason is rejected?

A payment cannot be rejected based on an under or over payment. A representative will be in contact with the Employer Administrator , if necessary, to understand the over/under payment and will work with you to rectify any discrepancies.

An online payment failed, should I resubmit it online?

Usually a payment fails because we were unable to retrieve the funds from your bank account. Please contact your bank to ensure funds are available and resubmit the payment via paper check or money order as failed payments can not be resubmitted online. Additionally, the health plan reserves the right to charge reasonable and customary fees for any returned bank items.

If I set up recurring payment and do not log in for several months does my account become deactivated?

No, your account will never become deactivated unless you provide an incorrect log in 6 times or if your relationship with our Health Plan terminates.

I am going away on vacation how can I ensure that I do not miss a payment?

Have an Employer Administrator or authorized Employer User set up a recurring payment to automatically make the payment for you. To set up a recurring payment simply click on the payment tab and then recurring payment.

You can also make an online payment using a payment date that is in the future. For example, you can choose the pay online option. In the field that requests the payment date, choose a date that fits your bill paying schedule. This transaction will then be processed through our system and at your bank on the date that you specify.

How can I check the status of an invoice payment made?

Emails are sent to Employer Administrators if a payment fails and Employer Administrators can choose to have emails sent to confirm payment. Also by logging into Online Account Management and selecting the payment tab, and then payment activity, you will be able to view Pending Payments, Payment History and Failed Payments.

How do I set up a recurring payment?

Go to the Payments tab within your Online Account Management account. Choose the Recurring Payments tab. Follow the steps to complete the set up of your recurring payment. You will need to complete this process for each of your subgroups or master groups that you wish for the recurring payment to pay for you. If you only set up one of the group numbers in the drop down list that is the only group number that will be paid through the recurring payment process.

When will the recurring payment that I set up take effect?

The time of the month that you set up your recurring payment is critical to whether the current month’s statement will be processed or if the recurring payment will pick up with the next coverage period. For example, the July coverage period invoice is available in your Online Account Management account usually mid June. If you intend for the July invoice to be paid by the recurring payment, you must set it up PRIOR to the July invoice being available online. If the July invoice is already available online, the recurring payment will begin when the next invoice is loaded into the application - in this example, August.

What if I still want to pay with a paper check, but I am also using Online Account Management ?

You can use your Online Account Management account to make terminations, enrollments and other changes. You do have the option to continue to send a paper check to the health plan. From the payments tab, choose the Paper Payment button. This will close the invoice online and display a remittance page that you can print to send with your paper check.

Please note that clicking on the Paper Payment button does not automatically pay your statement. You still need to submit a paper check if you choose this option.

I paid my statement, but it is not reflecting on the Account Summary page. How can I verify that you received and posted my payment?

The Account Summary page will not automatically reflect a payment. That page is a snapshot of your account at the time of the billing compile in our system. Once the next month’s statement is processed and available online, you will then see that payment reflected on the summary page. However, you can verify that we have received and posted your payments via the Payments Tab. From the Payments Tab, click on the Payment Activity Tab. Click on the group name link for the specific group number that you are verifying, then click on Payment History. This will provide you with a current, up to date history of what is in our system. The history will show you the invoice number, coverage period, amount, your check number and the date the payment was posted in our system.

How can I check the status of a request made via the Ask a Question functionality within Online Account Management ?

You can check the status of your Online Account Management requests by selecting the “View Service Requests” option from the Quick Link Menu in the upper left hand side of the screen. Employer Users can view their own requests. Employer Administrators can view requests for all users within an organization.

How long does it take to get an answer to my emailed question?

You should expect an answer or status on your emailed question within two business days of submitting the question. However, the response is frequently much quicker. Employer Users can view their own requests. Employer Administrators can view requests for all users within an organization.

I selected employer home and now cannot get back into the Online Account Management .

To return to Online Account Management select the Login or Register Now link in the top of the right navigation area or in the header of the page.