Wis. ForwardHealth Online Handbook, Hospice, Topic #266

Each enrolled member receives an identification card. Possession of a program identification card does not guarantee enrollment.

It is possible that a member will present a card during a lapse in enrollment; therefore, it is essential that providers verify enrollment

before providing services. Members are told to keep their cards even though they may have lapses in enrollment.

ForwardHealth Identification Card Features

The ForwardHealth identification card includes the member's name, 10-digit member ID, magnetic stripe, signature panel, and the

Member Services telephone number. The card also has a unique, 16-digit card number on the front for internal program use.

The ForwardHealth card does not need to be signed to be valid; however, adult members are encouraged to sign their cards.

Providers may use the signature as another means of identification.

The toll-free number on the back of each of the cards is for member use only. The address on the back of each card is used to

return a lost card to ForwardHealth if it is found.

If a provider finds discrepancies with the identification number or name between what is indicated on the ForwardHealth card and

the provider's file, the provider should verify enrollment with Wisconsin's EVS (Enrollment Verification System).

Digital ForwardHealth Identification Cards

Members can access digital versions of their ForwardHealth cards on the MyACCESS mobile app. Members are able to save

PDFs and print out paper copies of their cards from the app. The digital and paper printout versions of the cards are identical to

the physical cards for the purposes of accessing Medicaid-covered services. All policies that apply to the physical cards mailed by

ForwardHealth to the member also apply to the digital or printed versions that members may present.

A member may still access their digital ForwardHealth card on the MyACCESS app when they are no longer enrolled. The

MyACCESS app will display a banner message noting that the member is not currently enrolled in a ForwardHealth program.

Providers should always verify enrollment with Wisconsin's EVS.

Identification Number Changes

Some providers may question whether services should be provided if a member's 10-digit identification number on their

ForwardHealth card does not match the EVS response. If the EVS indicates the member is enrolled, services should be provided.

A member's identification number may change, and the EVS will reflect that change. However, ForwardHealth does not

automatically send a replacement ForwardHealth card with the new identification number to the member. ForwardHealth cross-references the old and new identification numbers so a provider may submit claims with either number. The member may request a

replacement ForwardHealth card that indicates the new number.

Member Name Changes

If a member's name on the ForwardHealth card is different than the response given from Wisconsin's EVS, providers should use

the name from the EVS response. When a name change is reported and on file, a new card will automatically be sent to the

member.

Deactivated Cards

When any member identification card has been replaced for any reason, the previous identification card is deactivated. If a

member presents a deactivated card, providers should encourage the member to discard the deactivated card and use only the

new card.

Although a member identification card may be deactivated, the member ID is valid and the member still may be enrolled in a

ForwardHealth program.

If a provider swipes a ForwardHealth card using a magnetic stripe card reader and finds that it has been deactivated, the provider

may request a second form of identification if they do not know the member. After the member's identity has been verified,

providers may verify a member's enrollment by using one of the EVS methods such as AVR (Automated Voice Response).

Defective Cards

If a provider uses a card reader for a ForwardHealth card and the magnetic stripe is defective, the provider should encourage the

member to call Member Services at the number listed on the back of the member's card to request a new card.

If a member presents a ForwardHealth card with a defective magnetic stripe, providers may verify the member's enrollment by

using an alternate enrollment verification method. Providers may also verify a member's enrollment by entering the member ID or

16-digit card number on a touch pad, if available, or by calling WiCall or Provider Services.

Lost Cards

If a member needs a replacement ForwardHealth card, they may call Member Services to request a new one.

If a member lost their ForwardHealth card or never received one, the member may call Member Services to request a new one.

Managed Care Organization Enrollment Changes

Members do not receive a new ForwardHealth card if they are enrolled in a state-contracted MCO (managed care organization)

or change from one MCO to another. Providers should verify enrollment with the EVS every time they see a member to ensure

they have the most current managed care enrollment information.