section 4: certification and training · 2017. 10. 31. · silverscript enrollment portal – 2017...

SilverScript Enrollment Portal – 2017 Agent User Guide Updated March 2017 20

Section 4: Certification and Training

Medicare requires that all insurance producers, agents, representatives of a Medicare plan complete annual certification. SilverScript typically has the upcoming year’s certifications available in the first part of August. If you have completed Medicare training from AHIP or Gorman for the year for which you are certifying, we will apply it to several of our courses so that you’ll only have to take the SilverScript specific courses.

If you have not completed Medicare training from any other sources, you can complete our courses at no cost. § AHIP Certification SilverScript now has a direct relationship with the AHIP training website. Agents who have completed initial training and/or annual re-training certifications through AHIP can click on this link http://www.ahipmedicaretraining.com/clients/silverscript to have core Part D training results submitted to SilverScript. Once you log in to the combined AHIP/SilverScript page, it will add the NPN and transcript to our list. The submitted results will give you credit for completing the SilverScript Insurance Company Medicare Overview (E1) course, the SilverScript Compliance (E2) course, and the CMS Compliance and FWA (E3) course. Please allow 2 – 3 business days for the AHIP to display in the Training and Certification page. § Gorman Certification If you have completed the annual Medicare certification through Gorman instead of AHIP, please send us a copy of the certificate of completion through Silver Mail using the AHIP Upload/Question category. The certificate will give you credit for completing the SilverScript Insurance Company Medicare Overview course (E1), the SilverScript Compliance course (E2), and the CMS Compliance and FWA course (CMS). Please allow 3 – 4 business days for the Gorman certificates to display in the Training and Certification page. § State DOI Certification Many states use the AHIP course but also apply the course to their state continuing education requirements and their certification will be acceptable instead of the AHIP direct certification. Please send a copy of that state’s CE certification through Silver Mail using the AHIP Upload/Question category. The certificate will give you credit for completing the SilverScript Insurance Company Medicare Overview course (E1), the SilverScript Compliance course (E2), and the CMS Compliance and FWA course (CMS). Please allow 3 – 4 business days for the coursework to be applied. § Other Certification Companies At this time, SilverScript does not accept certification from other companies outside of AHIP or Gorman. The agent will be able to complete all of our certification modules to certify.

We cannot accept only the transcript from any of the above without the actual certificate of completion.


§ Completing the Annual Training Log in to SilverScriptAgentPortal.com with your credentials, making sure that your name is displayed in the upper right corner:

Click on Training & Certification in the left side menu, where there are several topics that will drop down as you click on that row.


You can click on the topic again to collapse that section.

On the next section, there is a place to send a Gorman or SDOI sponsored AHIP course certificate. A regular AHIP will have transferred using the link discussed above. You only need to send the certificate once. Just click on Send Certificate. When it’s sent successfully, the Location field will empty. It can take a few days to update in the SilverScript Agent Portal, at which time you will receive an email letting you know it’s been updated.

Below the current training status is a list of the courses


If you have a PO box showing in the address below, make certain to change it to a physical address where UPS can deliver enrollment kits. You will not be able to access the training courses if there is a PO box, even if it’s listed on the second line.

Click on CLICK HERE to Access Online Training to open up the training website.

Important: Do not ever go into the Edit Profile section to change the password, as it will cause the website to not recognize you later. Make sure that your name is displayed in the upper right corner.

Click on the green box next to the curriculum to twirl down the courses in that curriculum.


If you have submitted your AHIP/Gorman/State DOI certificate of completion for that year’s Medicare courses, then skip over the first three items, and go to the E3 SilverScript Product and Process course for that plan year. There is a PDF version of all the course materials in Reference Materials, available for open book use on the test. There are also PDF versions of the other courses for those who don’t use external certification sites.

If you fail the test the first time, before you try again, please go to Reference Materials and look for the appropriate <Year> CERTIFICATION TRAINING MODULE. Then find the course that matches the course you are taking. You can use it as an open book test. Take your time. Read the questions carefully. We want you to succeed and we know your time is valuable. If you fail three times, you will not be able to represent our plans for that plan year, nor complete data entry of enrollments for your downline agents.

Click on the blue box with the orange arrow to open the course. When it opens, there will be a reminder that you must complete all courses in the curriculum (either by completing them here or by external certification) as well as reminders regarding failing the course 3 times and to use the PDF of the course.


Once you click on OK to close the message, maximize or enlarge the screen area, so that you can see the navigation buttons in the screen.

These are the only navigation buttons you will need during the course.


Please pay attention to the instructions at the beginning, as there are vital pieces of information contained there as well.

At the end of the training course, you will see a pop up message warning you that you are about to begin the test.


This is not a practice test. Once you answer the first question, it counts as an attempt, so make certain that you have an uninterrupted block of time to get through the 20 questions. If you stop halfway, that will count as an attempt.

There are no time limits, we want you to have time to use the reference materials to get the right answer.

There is a pop up after each answer, letting you know if you got that answer correct or not. You can move the box to write down the question and correct answer for review if you choose.

Warning: DO NOT attempt to back up to change an answer if it says your answer is wrong. This does cause a failure not just of that attempt, but will count as two, possibly three, attempts.

Once you’ve completed the course, your score will be displayed. If it’s the third attempt, then it will take a moment longer to compute the score and if it’s a third fail, you will be advised you that you are not able to represent SilverScript for the plan year. If you use the Reference Materials, then you should pass on the first attempt.


Close the course window by clicking on the X in between Home and the red arrow.

You will then see your score.

If your AHIP was already applied, you will see passing grades for those three courses as well and the ECert will become available to select.

As a reminder, it can take 24-48 hours for the AHIP to display if you have sent it via the AHIP/SilverScript link, up to 3 business days for a Certificate to be applied during January – July, and up to 5 business days during August – December.


Once you print or save your certificate as a PDF, then the display will show that you are 100% complete and passed. SilverScript does not need to see a copy of this, as the system updates your profile within a few minutes of passing the test.

Section 5: Supplies § Initial Kits The initial set of kits are shipped out as soon as an agent achieves Ready to Sell standing, when they have passed the background check, have at least one active license, and have completed the annual certification for that plan year. The shipment of initial kits will contain the enrollment kits, a copy of each formulary, a car coach booklet, scopes of appointment forms and a checklist to help agents determine that they completed all steps to an enrollment that were necessary for compliance.

NOTE: If the Agent is listed as an administrator in their profile, kits are not automatically shipped and can be ordered via Fulfillment trigger for agents.


If certifying for the next plan year in August or September, the initial set will be shipped out near the end of September to arrive as close to October 1st as possible, with the expectation that agents will not start to accept returned enrollment applications until October 15th. § Reorder Kits If your downline agent calls to order more SilverScript kits, you can direct the agent to go to their agent portal and select Enrollment Kit Reorder from the left side menu. They can update their shipping address if necessary and order kits in sets of 10, up to 100 per day if necessary. (10, 20, 50, 90, 100)

Please bear in mind that the shipping address cannot be a PO Box. Kits are sent out by UPS ground shipping, and leave the fulfillment center within 2 days of requesting them. Don’t forget to order more kits before you run out, so you have them on hand as needed.

The fulfillment order history will display below this when the kits have been ordered and will remain visible throughout the plan year.


§ Supply Room The supply room is where to get free PDF copies of enrollment kit materials, as well as some other items, like a claim form and the comprehensive formularies. Just click on Supply Room in the left side menu, then CLICK HERE to access Supply Room. Select the state where your client resides, and then click on View Available plans.


Select the client’s resident state:


Note: For 2017, the formularies are different for Choice and Plus plans You may want to download both to your computer to have just in case you are offline and can’t access the Drug Pricing tool.

Additional post-enrollment member documents and forms are available at the beneficiary site https://www.silverscript.com/documents-library.aspx

section 4: certification and training · 2017. 10. 31. · silverscript enrollment portal – 2017...

Documents