11/03/2025

The CEI screen can be manually accessed from the PDP/Miramar System after searching for a customer's account from the Member Service menu..

There are times when a caller may not have access to their Health Spring ID number. Customer Service Advocates will need to locate the account using other PHI information provided by the caller.

-MBI # (Located in their red, -white and blue Medicare card) -DOB (Date of birth) -Zip code -Last Name/ First Name -Home Phone -Confirmation Number -Invoice Number

LEP- Late Enrollment Penalty (Life Time fee) before LEP will reflect ask cx if there was a letter they received and if there is lapse for more than 63days as cx will receive a letter of notice.

If cx has insurance by the time they were sent an email they can raise RECONSIDERATION for their LEP.

NOTE: LEP will reflect on cx's account if they failed to notify or reply to the mail that was sent to them asking if they have insurance by the time being asked.

LEP also apply on existing customer if they previously apply in CIGNA and the old insurance w as not able to inform Cigna. Also if cx has LEP in old insurance it will carry over to the new insurance.

If cx is eligible for extra help that is the only time that the LEP can be waived.

Outstanding Balance:

HIGHLIGHTED IN BLUE- it's a credit. (over paid) HIGHLIGHTED IN RED- Balance.

MEMBER HISTORY- View account notes, and important alerts regarding historical customer activity.

LIS: If 0% it means there is no extra help and no Deductible.

Notes- This is where account notations are created and saved. Interdepartmental referrals are also created here.

SSA Withholding- Social Security Administration Direct Pay- Credit/debit card payment

One-time payment- can be made using a Visa, MasterCard, American Express, Discover card, or a checking/savings account. They can be completed by phone, online, or by mail, and typically take 2–3 business days to process.

Recurring payments - can be made using a credit card or bank account and can be set up online, by phone, or by mail. Payments are usually withdrawn on the 3rd of each month, unless that date falls on a holiday or weekend—in that case, the payment is taken out on the next business day.

SSA withholdings- can be set up by phone or through a local SSA office. These payments are one month behind and are deducted from the customer’s SSA check before the check is received.

Payment By Mail- You can Send Money or check at CIGNA PO BOX 747102 Pittsburg, PA 15274

Overnight Payment Address- This is an overnight payment address that would enable you to pay securely via mail as CIGNA directly is the only one that can access the lockbox.

Key Functions of Miramar: Accurate Service- Supports accurate customer service operations. Efficient Service- Supports efficient customer service operations. Customer Data Access- Provides seamless access to customer data. Plan Information Access- Provides access to customer plan information

Customer Data Overview: Customer Information- Details about the customer, including their personal data Plan and Benefits Details- Information about the customer's plan and benefits Contact History- A log of all the interactions with the customer Payment History- Record of all payments made by the customer Transaction Wizards- Tools to Guide users through customer transactions

Key Functions: Customization- Flexible configuration to meet specific client requirements One Call Resolution- Facilitates timely and effective customer issue resolution User-Friendly Interface- Intuitive navigation and design for efficient use