UnitedHealthcare LEAN® Scope of Appointment

LEAN now allows you to take an electronic Scope of Appointment (SOA)*.

The electronic SOA is available on the LEAN website and mobile app, and

can be used online or offline on the mobile app. The electronic SOA can be

signed by touch/mouse signature or Remote Signature.

*Rules for obtaining a SOA have not changed. See your Agent Guide or the Sales Policy Scope of Appointment job aid for

more information on SOA rules.

Step 2 The first page is the Scope of Appointment form. You

will have to complete all of the required fields on the form before

you are able to proceed. This includes the plan types you

discuss and the consumer’s demographic information.

Step 3 The last page is the signature page. The electronic SOA must be signed by

the consumer. This can be done either by a standard touch/mouse signature or by

using Remote Signature.

The Remote Signature process for SOA

is the same as it is for enrollment

applications. Please see the Remote

Signature Job Aid if you need more

information.

After the SOA is signed or the remote signature request sent, you will receive a

confirmation number beginning with an S for your SOA.

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general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group.

8/19/2019

Step 4 Electronic SOAs that you’ve taken can be viewed in My Applications. Open the

My SOA Confirmations tab to view your SOAs. The most recent 60 days will be viewable by

default; use the Search Criteria to look up any SOAs.

Step 1 On the Home Page, select the green Scope of

Appointment button. This will open the electronic Scope of

Appointment form.

UnitedHealthcare LEAN® Remote Signature

LEAN now allows you to obtain the consumer’s signature by Remote Signature via DocuSign. Remote Signature applications still have to be completed within 24 hours of initiating the DocuSign process. You will only be able to use the Remote Signature option on the LEAN website via the browser on your laptop or mobile device.

Step 1 On the Signature page, select the Sign via email with Remote Signature option. The signature disclaimer box will disappear and the instructions for Remote Signature will appear.

Step 2 Enter the consumer’s email, your email, and the access code. You will create the access code with the consumer. The consumer must remember the Access Code to access the DocuSign process. More detailed instructions will appear in LEAN when you select the Remote Signature option. The consumer will receive an email to complete the DocuSign process. You will receive an email when the consumer completes the process.

Step 3 Tap or click the Launch Remote Signature button to proceed. The Remote Signature confirmation page will display with additional instructions and your LEAN confirmation number. The consumer will then receive an email from DocuSign with instructions to follow on how to proceed with the Remote Signature process. These instructions will take them to the DocuSign website. The application status can be viewed in My Applications under the Action Required tab.

If the consumer has not finished the process, the status will be Remote Signature: In Process. If the consumer has failed the DocuSign process, the status will be Remote Signature: Failed. When the consumer completes the process, the application will move to the Submitted tab.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group.

8/1/2018

LEAN Remote Signature Step 4. Complete the Remote Signature process. It is recommended you be on the phone with the consumer to complete the DocuSign process. The consumer will click on the Review Document button. The consumer must then enter the Access Code that you previously created.

Note: If the consumer clicks I never received an access code, the consumer will be instructed to follow up with you to restart the Remote Signature process.

Step 5 After entering the Access Code, the consumer will sign and initial the application. A copy of the application will open for the consumer to review and there will be marks on the third page for initials and signature. The consumer may do their own signature or accept an auto-generated signature style. Once signed, the consumer must click and the application will be completed. You, the agent, will not sign the application. Step 6 Once completed, you and the consumer will receive an email confirmation. The application will show in My Applications as Submitted with the DocuSign signature date. When you click on the application, you will now see a Completed Application Summary and a View Signature Document option. If you select the View Signature Document button, it will display the DocuSign document and signature.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group.

8/1/2018

UnitedHealthcare knows this is a challenging time for

everyone. As a Partner in Care, we want to ensure you

have ways to continue to serve your members and grow

your business in a time of “social distancing.” Use this

job aid to help you conduct a one on one appointment

virtually.

Requirements For Telephonic Appointment/Enrollment

Permission to Contact (PTC) if you are calling the consumer

Consumer must have a valid email address to use DocuSign

If not on the PTC, you must obtain permission to email

During The Call

1. Introduce and state purpose of call

2. Obtain Scope of Appointment

3. Email Clarity and Enrollment Guides

4. Ask open ended questions to uncover and agree on needs

5. Use Clarity Workbook to answer any general Medicare questions

6. Present the plan(s) using Summary of Benefits section of the

Enrollment Guide

7. Close the sale:

Enroll via LEAN

Complete the Health Assessment

Communicate next steps

e.g. “Mrs. Jones, this is Jim with

UnitedHealthcare. Thank you for

taking the time to talk with me today

about your health care needs.”

.

Steps to Sales Success | LEAN |Six Key Enrollment Conversations

Building Your Business Plan | Building Loyalty After the Sale

LEAN | Remote Signature | Electronic Scope of Appointment

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general

public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group. 03192020

Virtual Appointments & Enrollment – Job Aid

Available on the National Training Calendar

Available On-Demand via Jarvis

See below for questions related to conducting a plan

presentation and enrollment virtually. Please note our

guidance may evolve with changes to the recommendations

from local, state, and federal officials.

Does PTC cover email? A consumer must give explicit permission to receive email. If the consumer has only

given permission to call, the agent may call and obtain permission to contact via

email.

What if the consumer does not have access to the internet? Scope of Appointment and Enrollment forms can be sent via mail for signature.

In the event that using mail does not meet the desired effective date, agents may

use the following process for consumers without internet access:

1. Following your needs analysis conversation, direct the consumer to call

855-572-3837. Inform your consumer that the representative will repeat

some of the questions in order to meet all compliance requirements.

2. Email agentoversightadmin@uhc.com to indicate your consumer was

unable to electronically sign documents and completed the application

telephonically instead. Include name of prospect, date of

presentation/referral to telesales, agent name, and writing ID. This will help

ensure your commission payment and Agent of Record status.

Where can I find the Clarity Workbook? You can download a version of the Clarity Workbook as a PDF from the

UnitedHealthcare® Toolkit.

What if my consumer needs more details about DSNP eligibility and

plan offerings? Download the DSNP Consumer Guidebook from the UnitedHealthcare® Toolkit.

Where can I find the Enrollment Guide? Enrollment Guides can be downloaded from the Sales Material Portal.

How else can I connect with housebound members?

The UnitedHealthcare Toolkit has a variety of marketing materials that can be both

personalized and downloaded for digital use to help you stay engaged with your

members all year long.

.

Confidential property of UnitedHealth Group. For Agent use only. Not intended for use as marketing materials for the general

public. Do not distribute, reproduce, edit or delete any portion without express permission of UnitedHealth Group. 03192020

Virtual Appointments & Enrollment– FAQ