Agency Registration Information for BlueConnection®
Working with Wellmark is easier than ever! Read below for information
about registration, question & answers about our online services and
training guides for you to download.
Questions & Answers about:
Registration Questions
Q. I am my agency's designated security coordinator. How do I know
who in my agency I can register for Web applications?
A. Wellmark is enrolling only our contracted agencies at this time.
Only agency staff you choose in your designated security coordinator
role can register for web applications.
If you have questions as you register, you may contact EC Solutions at
1-800-407-0267.
Q. How do I register my agency employees?
A. There are five easy steps for you to follow:
1. Click on the "Register for Online Access" link
which is under "Agency Registration Information" in the
Broker Corner of www.wellmark.com. Read and follow the instructions on the Wellmark Online Registration screen. You may want to print the user worksheet and distribute it to
other agency staff who will need web access now. You will enter this information into the system later. You’ll also be able to print
the user worksheet later when you begin entering the information.
2. Then, read and follow the instructions to read and accept the Terms and Conditions for your state. Click the
"I Accept" button
3. Next, complete the Agency Registration screen and click on OK when you’re finished. When you’re asked, verify your information and click OK when it’s accurate.
Note: Completing this step automatically sends an email message to Wellmark security administration.
Completing this step does not give you access yet. See the last step below.
4. You will receive a registration confirmation email message from
Wellmark. This is confirmation that Wellmark received your correct email address and that you want access to Wellmark Web applications.
You do not have access yet.
Note: Next, Wellmark security administration sets up your security. This processing time will vary, but Wellmark is aware that you are anxious to start doing self-service and saving time.
5. Over the next two days, watch for an activation email message from Wellmark. When you receive it, log in as the message directs, and begin adding staff and assigning access rights to the various web-based applications.
Q. I'm the designated security coordinator. How can I add
users from my agency?
A. After you receive the activation email from Wellmark, you can
begin adding staff. Go to the "Maintenance for Web
Access" link in the Agency Registration Information section of
the Broker Corner. First, use the "Modify User
Information" link to assign roles for yourself. Next, use
the "Create New User" link to add agency staff and assign
roles to them.
Note: If you didn’t print the user worksheet when you began the registration process, you may want to do it now and distribute it to the employees who will have access to the applications.
The user worksheet link can be found under the "Create New
User" mentioned above.
Important: As you add staff, you will receive a "New User"
screen for each employee you add. You must print the screen with each employee’s password, and give it to the employee. You will not be able to return to or recreate the password screen. If the print doesn’t work or if the employee loses the page before he or she signs in for the first time, call EC Solutions (numbers above) or Security Administration to reset the employee’s security.
The employee will use this password the first time they log on. Each employee or user identification is unique and can only be used once in the security application for all offices. For audit purposes, Wellmark does not delete any user identification.
Q. During the designated security coordinator registration, I received a message saying that I had an error in the organization name, but everything is spelled correctly. What did I do wrong?
A. You typed some punctuation, such as a comma or period, in the organization name. Remove it, and try again.
Q. During the registration process, I received a message that my password must be 7 - 24 characters long and include at least one number and one letter. What is wrong?
A. First, did you use the tab key to move from box to box as you typed the password in twice, once in the Enter a Password box and once in the Confirm Password box? If not, please try that. Do not use the enter button until you have filled in both boxes because if you do, the system thinks you are finished entering data and generates this error message.
Next, if you did use the tab key and still received the message, check the password you entered. It must contain at least one number and one letter, and be no longer than 24 characters long. Type a password that meets these criteria.
If you still get the message after trying both solutions above, contact your security coordinator.
Q. I am my office’s designated security coordinator. How do I know what roles I should assign to what users for which applications?
A. The work your staff does today will help you decide what role to assign to whom.
Remember, these applications are designed to be used by agency staff
only. Do not assign these applications to agents. Here is a list of the applications and the information in each one:
- Designated security coordinator: Choose office managers and at
least one backup administrator to use this application to change access rights for your employees.
- Eligibility Verification and Benefit Inquiry: Assign this role to users who need to view information on prefix and contract type for Wellmark members as well as deductible and out-of-pocket amounts.
- Claim Status Inquiry: Assign this role
to users who need to view information from Wellmark claim files.
This
application
allows users to research the status of claims and other claims
activity by member. Information on provider name and address are
suppressed for confidentiality. Users will see financial information,
but no medical detail.
- Member Maintenance: Assign this role to users who need to make real-time updates to Wellmark’s mainframe membership records. Users may change names, addresses,
and dates of birth. This application does not allow users to
cancel, add or reinstate members or change benefits. Note that users will only be able to view
(not update) this information for electronic memberships such as STEP members, just as they can for eligibility, benefits and claims.
- Small Group Rating: Assign this role to users who need to
create an initial or intermediate proposal and submit it
electronically to receive an "instant" small group
proposal.
- Secure E-Message: Receive secure e-messages from Wellmark and
reply securely back to Wellmark.
Q. I am the designated security coordinator. The registration process requires me to fill in the employee email box when I’m giving an employee security access to the applications. What do I do if an employee does not have an email address?
A. Wellmark encourages you to use the email address you used for yourself. Then if an employee gives you an email address later, you can update his or her user information. You should update employee email addresses and phone numbers regularly. Wellmark uses these to announce the availability of new applications and improved functionality in existing applications.
Q. If an employee terminates employment or changes jobs, what do I do with his or her security?
A. Immediately change the employee’s user status from active to deny. Until you do this, the employee will continue to have access to your claim data and Wellmark eligibility files.
Password Maintenance
Q. I’ve lost my password. What do I do?
A. This depends on your role:
- If you are the designated security coordinator, please call EC Solutions at 800-407-0267 after you have unsuccessfully tried to sign in 3 times and failed the secret question. If it’s appropriate, Wellmark Security will reset your access or deactivate your access, so you can re-enroll.
- If you are a user, contact your designated security coordinator. He or she will ask Wellmark Security to reset your access, and you will need to select a different password when you sign in the next time.
Remember: You have three chances to sign in. Also remember that the password field is case sensitive, so if you used capital letters when you created your password, you must use capital letters when you sign in. After you try unsuccessfully to sign in three tries, you will be asked your secret question, and you have three tries to answer it successfully. After three unsuccessful tries, your access is denied.
Q. How can I change my password if I think someone else may be using it?
A. You may change your password anytime by going to the Agency
Registration Information link. Remember that the terms and conditions prohibit the sharing of user identification and passwords. Keep your access information private, and change your password anytime you feel that someone may be using it inappropriately. Right now, Wellmark does not require employees to automatically create new passwords at regular intervals – this may change in the future.
Using Web Applications
Q. Is there a cost my office to use Wellmark’s Web applications?
A. No, but you will incur costs related to Internet access. Your computer and modem determine how long it will take you to access the applications and what that time will cost you. While these applications do not require the most current computers and software, here are the minimum requirements:
Some have found that their staffs accomplished their Wellmark related insurance tasks in half as much time as by traditional methods – phone and written inquiries. You may be able to offset some initial investment in equipment and connection time by having employees perform other activities. Please look at the way you do business with Wellmark and suggest ways to improve the access of
information.
Q. When are these applications available?
A. Hours are as follows:
- Eligibility Verification, Benefit Inquiry and Claim Status Inquiry: Available 24 hours a day, 7 days a week. Note that claims deductibles – amount of deductible satisfied, out-of-pocket expenses, and co-insurance amounts met – are available 19 hours a day, 7 days a week. These amounts come directly from Wellmark’s mainframe computer files, which means that you will see the most current information, but also means that the hours are limited to the hours the mainframe is available. The hours may be expanded in the future.
- Claim Status Inquiry is available from 5:00 am to midnight, 7
days a week.
- Member Maintenance update can be used 7:00 am to 7:00 pm, Monday through Friday and 7:00 am to 3:00 pm on most Saturdays. It will not be available on Sundays or holidays.
- Registration for and maintenance of web security: Available 24 hours a day, 7 days a week.
- Pharmacy information and provider directories: Available 24 hours a day, 7 days a week.
Q. Why can't I see information about a member?
A. It could be one of several reasons. You won't see
information for a member who is:
- Cancelled.
- No longer enrolled through your agency.
- On any kind of hold in our system (e.g., bill hold).
- Not yet active on the system.
- Not connected to the agency table for Internet access (updated
monthly so there could by a time lag).
- A member of a self-funded group. Self-funded business is
not included in agency Internet access at this time.
- On a new group number or billing unit - information for the
previous billing unit will not appear. You will only see
information related to the current, active group number/billing
unit.
- Covered through COBRA. COBRA members are not included in the
agency table for internet access.
Q. Why can’t I see the dental claims?
A. Today, dental claims are not processed in Wellmark’s mainframe files so you cannot view them through the Claims Status Inquiry application. You can, however, see processed dental services on the medical contracts. You may view dental eligibility and benefits in the Eligibility Verification and Benefits Inquiry applications today, and Wellmark continues to look at how to offer you additional information.
Q. In the Claim Status Inquiry application I can find how much one claim applied toward the deductible. Where can I find the accumulations for the year?
A. The Eligibility Verification and Benefit Inquiry applications show the amount of deductible satisfied to-date and the contract limit for each calendar year.
Q. Can we see information on our flex spending accounts and/or life beneficiaries?
A. The current Web applications allow you to have access to Wellmark’s mainframe claims processing and membership records. The information you mentioned is not handled via the mainframe so is not available now. Wellmark will continue to look into future enhancements.
Q. Is the member Explanation of Benefits (EOB) online?
A. Not at this time. However, you may find that the Claim Summary page in the Claim Status Inquiry application is often a good substitute. It has been accepted by other insurance carriers and flex spending accounts.
Q. How do I access information in the Web applications?
A. Once you get into the appropriate application, you only need to type in the member identification number to access information for that member. (Remember, the member identification number is the nine-digit number following the prefix.) You may fill in the other boxes, but all other fields are optional. The Claim Status Inquiry application allows you to enter additional search criteria. The Eligibility Verification and Benefit Inquiry applications have a default to the current date, but you may change it to a prior date. The Member Maintenance application allows you to enter optional group and billing unit numbers to specify specific group and billing units when applicable.
Q. Do the Web applications show hire dates?
A. No, but they do show other dates. Wellmark does not always have accurate hire dates, so you will not see them in the applications.
Q. Why do I see duplicate information in the Member Maintenance, Eligibility Verification, and Benefits Inquiry applications?
A. It is true that much of the data in the Member Maintenance application is the same as in the Eligibility Verification application. The two applications were designed for different audiences, but Wellmark chose to make them available to you
(agency staff). The Member Maintenance application allows you to make updates and is the only place you will find address information for active contracts. The Eligibility Verification and Benefits Inquiry applications allow you to research by date and include waiting period information, the Customer Service phone number, benefit details, and deductible and out-of-pocket maximum accumulations.
Training Documentation
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