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Address Change Call Handling Tool
Use the tool to properly guide you in assisting a caller requesting an address change.
Do NOT enter anything into the blank boxes, just proceed through the steps.
Only select those multiple choice questions.
ALWAYS REMEMBER to check CIFs to determine process regarding Address Changes.
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C, U or Z ID (C, U or Z followed by numbers and/or letters), example Z123456*
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Location
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Work Instructions
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Address Changes
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PO Boxes
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Caller Type:
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Is the caller the beneficiary, POA, Legal Representative or SHIP Counselor?
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If the answer is No,
ASK: "Can the beneficiary come to the phone now to verbally provide permission for you to speak on their behalf?" *
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If No,
SAY:
"I apologize.You are not listed as an approved legal representative. Changes to the beneficiary’s contact information can only be completed by the beneficiary, POA or Legal Representative"
Ask if anything else that can assist with and proceed accordingly
Only if the answer is yes or the caller is the beneficiary, POA, Legal Representative or SHIP Counselor, proceed to next steps.
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Step 1
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Step 2
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Step 3
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Step 4
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Step 5
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Step 6
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Is RxEnroll Care operating?*
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No not, proceed to Work Instruction Address Changes (Med-D Inquiry/Participant Inquiry Tab (TSRC-PROD-003101 / CMS-PRD1-117422) to complete.
If operation, continue to step 7.
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Step 7
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Step 8
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Step 9
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Step 10
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Step 11
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Step 12
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Read the confirmation language under the address update area.
Ask the caller "Do you agree to this address change?"
Did they agree?*
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Step 13
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For those that the member agreed to, read the language presented on the screen.
Which of the following applies?
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If In-Area address ask if anything else to assist with and proceed accordingly.
If Out-of-Area address, proceed to Step 14.
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Step 14
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