Keep Clients Happy: Mid-Year Retention Tips.
May is a great time to check in with your members and help them get the most from their plan. Here are a few ways to boost member satisfaction and retention this spring:
- Reach Out with a Simple Check-In
A friendly call or email can go a long way. Ask how things are going with their plan, whether they’ve used any benefits yet, and if they have any questions or concerns. These conversations help catch potential issues before they become reasons to switch plans. - Highlight Key Benefits They May Have Overlooked
Remind members of easy-to-miss extras like dental or vision coverage, Wellness Your Way, over-the-counter (OTC) allowances, or transportation. Many members don’t use these benefits simply because they forget they have them. - Encourage Preventive Care
Now’s a good time to remind clients to schedule annual checkups, screenings, or vaccines—many of which are covered at no cost. Preventive care keeps your clients healthy and shows you care about their well-being, not just their enrollment. - Be a Resource, Not Just a Salesperson
If your clients feel they can count on you year-round—not just during enrollment—they’re more likely to stick with you and their plan. - Keep Notes and Track Contacts
Use Select Health Link or other tracking tools to log interactions and note follow-up opportunities. This helps you stay organized and deliver more personalized service.
Retention starts now. Extra service in the spring and summer can lead to stronger relationships, better member experiences, and fewer rapid disenrollments.
Select a Primary Care Provider (PCP) at Enrollment.
When enrolling a client in a Select Health Medicare plan, it is important to choose a Primary Care Provider (PCP). This step ensures that the client has a designated doctor for their healthcare needs and helps facilitate a smooth transition into the plan.
Choose a Doctor, not a Nurse Practitioner.
While nurse practitioners (NPs) provide excellent care, they work under the supervision of a physician. Be sure to select a doctor (MD or DO) as the PCP to avoid system mismatches and ensure proper alignment.
Need Help Finding a Provider?
Use our Find a Doctor tool. If you’re having trouble locating a provider or need assistance, the Medicare Advantage Agent Support Line is here to help. Call 801-442-7320 or email MAAS@selecthealth.org. Feel free to reach out for guidance.
Updated SSBCI Condition Review Process: What You Need to Know.
If you’re working with members who may qualify for a Select Health Medicare plan with Special Supplemental Benefits for the Chronically Ill (SSBCI), there’s a new process in place to review qualifying conditions.
What’s New:
- A revised condition verification form is now available.
- The fax number for returning completed forms has changed.
These updates streamline the process and help eligible members access their SSBCI benefits more quickly.
How You Can Help.
Encourage members to take the updated form directly to their provider’s office. This is often the fastest way to get the necessary documentation completed. Once the provider fills it out, the member or office can fax it directly to Select Health using the new number on the form.
Helping members through this step can make a big difference—getting their condition verified sooner means faster access to SSBCI benefits like the Kroger Grocery or DSNP Grocery and Utility benefits.
If you have any questions or encounter any issues with enrollment forms, please contact the Medicare Advantage Agent Support (MAAS) line at 801-442-7320 or email MAAS@selecthealth.org.
Health Coaching for Select Health + Kroger Members.
We’re excited to share that Select Health has launched a Health Coaching Program to help Medicare members on the Select Health Medicare + Kroger plans take charge of their health. This program began in November 2024 and is part of our commitment to enhancing the member experience through personalized support.
What Is Health Coaching?
Health coaching offers members up to six virtual, one-on-one sessions with a Select Health coach. Coaches work with members to set health goals, make positive lifestyle changes, and build long-term wellness habits. It’s a supportive, personalized approach that helps members feel more in control of their health.
Who’s Eligible?
Qualified members enrolled on Select Health Medicare + Kroger (HMO) plans.
How Can Members Enroll?
Eligible members can get started by responding to a targeted email or clicking “Enroll” to complete a short online form. Coaches also connect with members during health screening events supported by our outreach team. Once a member is referred or signs up, the coaching team reaches out directly to begin scheduling sessions.
What You Should Know.
- You don’t need to enroll members, but you can encourage eligible clients to participate.
- Coaching focuses on wellness and behavior change—not plan logistics like HRAs or rewards.
- Members with questions about their plan benefits should continue working with Member Services or an advocate.
To learn more about the coaching program, visit selecthealth.org/wellness/health-coaching.
Exciting Updates to the Select Health Medicare Healthy Living Program.
We’re enhancing our Healthy Living program with new incentives to encourage members to prioritize their health. These changes include expanded rewards for preventive services, screenings, and condition-specific tests, making it easier for members to manage their well-being proactively.
Key Updates:
- New incentives have been added for completing essential preventive services and screenings.
- Members who qualify for these incentives will receive funds on their Benefits MasterCard Prepaid Flex Card under the Healthy Living purse.
- The changes are retroactive, meaning that if a member has already completed one of the incentive activities at any time this year, they will receive the reward.
Encourage your clients to take advantage of these benefits and maximize their rewards! To view the complete list of Healthy Living incentive rewards, visit our Medicare Healthy Living webpage here.
Requesting Wellness Your Way or OTC Reimbursement.
If members cannot use their Flex Card at the time of purchase, they may be eligible for reimbursement. Members can submit reimbursement requests for the following:
- Covered items purchased with personal funds.
- Approved Wellness Your Way activities, such as fitness classes or other qualifying wellness expenses.
To request a reimbursement, members should:
- Keep the itemized receipt.
- Submit the necessary reimbursement form.
- Members can submit a reimbursement request in the BenefitsPro Portal or by calling NationsBenefits.
Questions?
For questions regarding benefits, members can contact Select Health Member Services at 855-442-9900 (TTY: 711). For any Flex Card-related inquiries, they can call NationsBenefits at 833-878-0232 (TTY: 711). Additionally, members can log into their portal at selecthealth.nationsbenefits.com to check their balance and manage their card.