Health Insurance Leads

WellCare

Culture of Integrity

WellCare's ongoing corporate ethics and compliance program, known as the Trust Program, is designed to ensure full compliance with applicable laws and regulations. The goal of the Trust Program is to establish a culture of integrity and trust within WellCare and with business partners including independent sales agents. WellCare's Trust Program has been examined by internal and external auditors and by numerous regulatory agencies, and it has received consistently positive reviews. The compliance enhancements announced today build upon the strong foundation already established through the Trust Program.

Quality Assurance

Among other enhancements, WellCare is introducing two new components to its oversight program for Medicare Advantage independent sales agents. The first is an inbound telephone enrollment and verification process allowing prospective enrollees an additional opportunity to confirm their understanding of plan benefits and the quality of their sales experience. This phone call verification will be digitally voice recorded at the point of enrollment for all Medicare Advantage beneficiaries. With this new enrollment process, WellCare will eliminate most paper applications for private fee-for-service enrollments in favor of a real-time verification and quality assurance process. This inbound verification program is in addition to the 100% outbound callback program already in place for new members.

Secret Shopper

The second new component is the launch of a "secret shopper" program using an independent organization to anonymously monitor the compliance of Medicare Advantage independent sales agents. This program is being rolled out nationally and in its initial phase will cover five states with high enrollment in WellCare's private fee-for-service plans. All results of WellCare's secret shopper program will be reported directly by the independent organization to WellCare's Corporate Compliance department, generally on a same-day basis.

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