State of Maryland Employees and Retirees Health Benefits for July 2010 – June 2011 Welcome to FY 2011 Agency Benefit Coordinator Open Enrollment Training 2 TODAY’S AGENDA • Introductions – Anne Timmons • What’s New? • Compliance Updates - ARRA/COBRA • Forms Review • Break • Website Demo’s – EBD and Carriers • Lunch Break • Training Presentation – EBD • Brief Comments from ConnectYourCare • Question & Answer Session 3 Open Enrollment FY 11 April 14 through April 28, 2010 Open Enrollment Closed April 29 through May 11, 2010 Correction Period May 12 through May 19, 2010 Forms due from ABC’s to EBD May 25, 2010 4 What’s New for 2010-2011? • NEW! Mental Health Parity • NEW! Flexible Spending Account Administrator • NEW! Senate Bill 711 – Trooper Tobin Triebel Memorial Act 5 What’s New for FY 2011? Mental Health Parity • The State of Maryland is implementing parity for its employees and retirees effective July 1, 2010. • What is “Parity?” The Wellstone-Domenici Mental Health Parity and Addiction Equity Act of 2008 requires health benefit plans to cover mental health conditions and substance use disorders, including alcoholism, the same as any other illness. 6 What’s New for FY 2011? (cont.) Mental Health Parity • Effective July 1 • Copays, deductibles and out-of-pocket limitations must be no more restrictive than for physical health benefits • Current coinsurance benefits for OP mental health visits (80%, 65%, 50%) will be $15 for that same visit • Equal to the current medical PCP office visit copayment of $15 • Even if a member chooses or is referred to a mental health “specialist” provider, the copay remains $15 7 What’s New for FY 2011? (cont.) Mental Health and Substance Abuse Coverage for PPO and POS Plan Participants Type of Service In-Network Care Out-of-Network Care Inpatient Facility and Professional Services 100% of APS’ negotiated fee maximums 80% of APS’ negotiated fee maximums Partial Hospitalization Services and Residential 100% of APS’ negotiated fee maximums 80% of APS’ negotiated fee maximums Crisis Services Outpatient Facility 100% of APS’ negotiated fee maximums 80% of APS’ negotiated fee maximums Office and Professional Services (excluding $15 copay for PCP/Specialist 80% of APS’ negotiated fee maximums Intensive Outpatient Services) Intensive Outpatient Services $15 copay for PCP/Specialist 80% of APS’ negotiated fee maximums Outpatient Medication Management Services $15 copay for PCP/Specialist 80% of APS’ negotiated fee maximums Emergency Room Services 100% of medical plan allowed benefit after $50 copay for ER Facility Care and $50 copay In-network and Out-of-Network for ER Physician Services (Paid by medical plan, not APS) Annual Deductible Not Applicable Not Applicable Individual Family Annual Out of Pocket Maximum None $3,000 Individual None $6,000 Family Lifetime Maximum $2,000,000 per person What’s New for FY 2011? (cont.) Mental Health and Substance Abuse Coverage for EPO Plan Participants Type of Service In-Network Care Out-of-Network Care Inpatient Facility and Professional Services 100% of the allowed benefit Not Covered Partial Hospitalization Services and Residential Crisis 100% of the allowed benefit Not Covered Services Outpatient Facility 100% of the allowed benefit Not Covered Office and Professional Services (excluding Intensive Balance up to the allowed benefit after member Not Covered Outpatient Services) co-pay. $15 copay for PCP/Specialist Intensive Outpatient Services Balance up to the allowed benefit after member Not Covered co-pay. $15 copay for PCP/Specialist Outpatient Medication Management Services Balance up to the allowed benefit after member Not Covered co-pay. $15 copay for PCP/Specialist Emergency Room Services 100% of allowed benefit after $50 copay for ER Facility Care and $50 copay for ER In-network and Out-of-Network Physician Services Annual Deductible Not Applicable Not Applicable Individual Family Annual Out of Pocket Maximum Not Applicable Not Applicable Individual Family Lifetime Maximum Unlimited What’s New for FY 2011? (cont.) Flexible Spending Account Administrator • The current SHPS FSA contract ends June 30, 2010. • ConnectYourCare (CYC) is effective July 1, 2010. 10 What’s New for FY 2011? (cont.) Flexible Spending Account Administrator ConnectYourCare offers: NEW! Healthcare Payment (Debit) Card NEW! Secure Online Claims Submission NEW! No minimum reimbursement NEW! Easy Online Account Access NEW! Health Education Tools Available on Dedicated State of Maryland Website NEW! 24/7 Customer Service Center NEW! Local Community Presence 11 What’s New for FY 2011? (cont.) Flexible Spending Account Administrator Click on: www.ConnectYourCare.com/statemd • Get Account Balances • View Payment Card Charges • Enter a New Claim • Access Frequently Asked Questions • Access Health Education Tools 12 What’s New for FY 2011? (cont.) SB 711 - Trooper Tobin Triebel Memorial Act Effective July 1, 2010: This information applies to Public Safety employees who perform the duties listed below as part of their job: • Scuba Dive • Fly in or Pilot helicopters Current employees may purchase up to $200,000 of life insurance in addition to their current life insurance coverage without medical underwriting during this Open Enrollment only. New hires may purchase up to $200,000 of life insurance without medical underwriting, within 60 days of their start date. Medical underwriting will be required for anyone eligible who does not enroll in additional life insurance coverage during this Open Enrollment or within 60 days of their start date. 13 COMPLIANCE ARRA/COBRA • The latest news.….. 14 Program Eligibility • Employees • Active • Satellite • Contractual & Part-time • Retirees • Optional Retirement Program (ORP) • MSPS/EPS 15 Eligible Dependents • Legal spouse • Dependent Child(ren) to age 25 • Same sex domestic partners and the partner’s child(ren) Eligible Active Employees • Full-time employees and part-time employees working at least 50% of the work week who are regularly paid salary or wages through an official State agency, including: • Central Payroll • Maryland Transit Administration • University of Maryland • Elected State Officials • Register of Wills or an employee of Register of Wills 17 Eligible Active Employees • Clerk of the Court or an employee of the offices of Clerks of the Court • State Board or Commission members working at least 50% of the work week who are regularly paid salary or wages 18 Eligible Active Satellite Employees • Employees of a political subdivision approved by the appropriate governing body to participate in the State’s health benefits • Employees of an agency, commission or organization permitted by law to participate in the State’s health benefits 19 Eligible Contractual & Part-time Employees • May enroll in same plans as regular full-time employees Exception: Cannot enroll in flexible spending accounts • Must pay full cost of benefits by monthly coupon • Due 1st of each month • Coverage cancelled if payment is not received within 30-day grace period • A contract renewal is not a qualifying event and does not permit changes to coverage elections • Effective date of coverage cannot be changed once enrollment is processed; all coupons must be paid 20 Eligible State of Maryland Retirees Retirees who are receiving a monthly State retirement allowance and meet one of the following: • Retired before July 1, 1984 • Ended State employment with at least 16 years of creditable service • Retired with a State Disability Retirement * Not eligible for Flexible Spending Accounts - Cannot take pre-tax deductions from retirement allowance 21 Eligible State of Maryland Retirees • Retirees who are receiving a monthly State retirement allowance and meet one of the following: • Retired directly from State service with at least five but less than 16 years of creditable service • Left State service within five years of normal retirement age with at least 10 but less than 16 years of creditable service • State employment ended before July 1, 1984 • Partial subsidy based on length of creditable service • See the Benefits Guide for details 22 Eligible Optional Retirement Program (ORP) Retirees ORP retirees who are receiving a periodic distribution from their ORP account and: • Retired directly from, with at least five years of service, a Maryland State institution of higher education • Ended service when at least age 57 with at least 10 years of service with a Maryland State institution of higher education • Ended service with at least 16 years of service with a Maryland State institution of higher education 23 Eligible Optional Retirement Program (ORP) Retirees State subsidy for an ORP retiree may be different than the State subsidy for the retiree’s dependents or beneficiary. • ORP retirees may receive full, partial, or no State subsidy for health benefits. • ORP retiree dependents and beneficiaries may receive full or no State subsidy for health benefits. At least 25 years of State service is required for ORP retiree dependent/beneficiary subsidy. 24 Important Enrollment Information 25 When Coverage Begins… • During Open Enrollment: - New enrollment and changes - July 1 • As a new-hire or newly eligible: - 1st or 16th of the month depending on pay period in which first benefit deduction occurs - Must return completed form and documentation within 60 days of 26 When Coverage Begins…cont. As the result of Qualified Family Status Change: • 1st or the 16th of the month following event date • Birth or adoption, coverage is always effective on the date of the event, employee must pay the retroactive deduction • All required documentation must be received within 60 days of the event 27 2010- 2011 Open Enrollment Procedures All employees and retirees enrolled in benefits as of March 5, 2010 should receive a pre-printed Open Enrollment Statement in his/her enrollment packet. • Yellow forms – Active/Satellite • Blue forms - Retirees The current enrolled benefits will rollover to the 2010-2011 Plan Year with the exception of Flexible Spending Accounts. 28 Important Note for Active Employees: The Enrollment Unit will not be processing any July 2010 – June 2011 paper Enrollment Forms for employees who have received the yellow pre-printed Open Enrollment Statement. Important Note regarding Direct Pay/Satellite Retiree enrollees: The Direct Pay Unit will ONLY accept Direct Pay Enrollment forms for processing. All dependent documents must be included with the returned, completed form. 29 • Active employees who receive a yellow pre- printed form, must access the IVR to make any benefit changes • Exception - Long Term Care benefit • EBD will not make changes based on comments noted on the yellow pre-printed statements • If this occurs, a memo will be faxed to the Agency Benefit Coordinator advising the employee must access IVR to make changes 30 A current employee, never having been enrolled in benefits under the State Employee and Retiree Health and Welfare Benefits Program, but during the Open Enrollment Period chooses to enroll in benefits for Year 2010-2011 Must complete a 2010-2011 Enrollment Form * Documentation for Active Employees will be requested during the DVA process in July/August. 31 • Current employees who have never enrolled in benefits and wish to enroll this Open Enrollment must submit their 2010-2011 Enrollment Form to you by the close of business May 19, 2010 • Enrollment forms with an employee signature date after May 19, 2010 will not be accepted • Forms must be signed by you no later than May 25, 2010 and received in the Employee Benefits Division (EBD) by the close of business (4:30 p.m. Daylight Savings Time) May 25, 2010 • We suggest sending the Enrollment Forms to EBD by courier or FedEx to insure their delivery by COB… May 25, 2010 32 IMPORTANT INFORMATION FOR NEW EMPLOYEES • New employees whose 2010 Enrollment Form was received and processed after March 5, 2010, will not receive a yellow pre-printed OE Statement, but will be showing enrolled in the BAS system • These employees will be able to use the IVR • Year 2010 Summary of Health Benefits Statements indicating the enrollment for 2010 should be distributed to your employees immediately • If they wish to make changes or enroll in a Flexible Spending Account for the 2010-2011 Plan Year they must call the IVR system • Employees may access the IVR to make any benefit changes with the exception of the Long Term Care plan for the 2010-2011 Plan Year Employee Pin Numbers: 4-digit number of their month and day of birth (i.e., May 4th birth date would be 0504). 33 IMPORTANT INFORMATION FOR NEW EMPLOYEES • New employees starting employment as of May 1, 2010 will need to complete the current Plan Year Enrollment Form (July 2009 - June 2010). • If the employee wishes to enroll in a Flexible Spending Account for the July 2010 – June 2011 Plan Year they must also complete the July 2010 – June 2011 Enrollment Form. 2011 Summary of Health Benefits Statement 35 • Employees making changes via IVR during Open Enrollment should review their 2011 Summary of Health Benefits Statement for accuracy. • Corrections to addresses, spelling of names, social security numbers or dates of birth may only be made on the Summary of Health Benefits Statement and faxed to the Employee Benefits Division at 410-333-5191 for correction in BAS. • Enrollment/changes to plans and/or coverage levels and/ or the “Yes/No’s” on the dependent file may not be corrected on the Summary of Health Benefits Statement. • Employees must access the IVR during the Open Enrollment period to make these corrections. 36 Medical 8 Plan Choices 2 PPO’s 3 POS’s 3 EPO’s 37 PPO Plans________________________ • Allow you to see any provider you choose, in- or out-of- network • Greater cost savings by using doctors in the network – going out-of-network results in higher out of pocket costs for you • Some services require pre-certification • Nationwide network of providers • Locate providers at www.carefirst.com/statemd www.uhcmaryland.com NEW! WEBSITE Flu shots not covered H1N1 covered thru June 30, 2010 - After July 1, 2010 not covered 38 POS Plans______________________ • No PCP’s or referrals required for Aetna, UHC and CF out of network • CF in-network only - must choose a Primary Care Physician All care must be referred through your PCP Greater cost savings by using doctors in the network Going out-of-network results in higher out of pocket costs for you • Some services require pre-certification • Locate providers at www.carefirst.com/statemd www.uhcmaryland.com www.aetnamd.com NEW! WEBSITE Flu shots not covered H1N1 covered thru June 30, 2010 - After July 1, 2010 not covered 39 EPO Plans________________________ • Must select a Primary Care Physician for Aetna and UHC plans • No PCP requirement for Carefirst • Some services require pre-certification • No referrals required for any plans - Members can self-refer to in-network providers • No coverage out of network except for true emergencies • Locate providers at www.carefirst.com/statemd www.uhcmaryland.com www.aetnamd.com Flu shots not covered H1N1 covered thru June 30, 2010 - After July 1, 2010 not covered 40 Mental Health and Substance Abuse Mental Health Benefits_____________ • PPO and POS plans - Carved out, APS administers benefits • EPO plans use EPO provider network • Inpatient services still need to be pre-authorized for full plan benefits • NEW ! Office and Professional Services -$15 copay • No Limit on the number of medically necessary visits per plan year • No limit on out-of-pocket expenses • Deductible, Out of Pocket and Life Time Maximums are aggregated with the medical 42 Prescription Drug Plan Prescription Drug Benefits __ • Administered by CatalystRx • Separate deduction – not included with medical • If members choose a brand name drug when a generic is available, member must pay generic copay plus the cost difference of the brand name drug vs. the generic drug • Pharmacy Locator/Preferred Drug Listing available through link on DBM website to CatalystRx 44 Retail Pharmacy • Up to 45-day Supply –$5 copay generic drugs –$15 copay Preferred brand name drugs –$25 copay Non-preferred brand name drugs • Between 46 and 90-day Supply –$10 copay generic drugs –$30 copay Preferred brand name drugs –$50 copay Non-preferred brand name drugs Annual Out of Pocket copay maximum of $700 45 Mail Order Pharmacy • Up to 45-day Supply – $5 copay generic drugs – $15 copay Preferred brand name drugs – $20 copay Non-preferred brand name drugs • Between 46 and 90-day Supply – $10 copay generic drugs – $20 copay Preferred brand name drugs – $20 copay Non-preferred brand name drugs 46 Zero Copay for Generics Program The copayment for five specific drug classes is $0 Drug Class Used to Treat Generic Drugs Statins High Cholesterol simvastatin (generic Zocor) pravastatin (generic Pravachol) ACEI’s High Blood lisinopril (generic Zestril) Pressure enalapril (generic Vasotec) Proton Pump Inhibitors Ulcer/GERD omeprazole (generic Prilosec) (PPI’s) Inhaled Corticosteroids Asthma budesonide (generic Pulmicort Respules) SSRI’s Depression fluoxetine (generic Prozac) sertraline (generic Zoloft) 47 Specialty Drug Management Program Designed to ensure appropriate use of specialty drugs – many are biotech meds that: • Are toxic • Require special handling • May involve complicated treatment regimens • Are subject to significant waste • Very expensive 48 Specialty Drug Management Program (cont.) The specialty drugs included may be used for treatment of: • Rheumatoid Arthritis • Multiple Sclerosis • Blood Disorders • Cancer • Hepatitis C • Osteoporosis Specialty drugs are automatically reviewed for step therapy, prior authorization and quantity or dosage limits and will be limited to a maximum 30 day fill. 49 Leukotriene Modifier Step Therapy Program Leukotriene Modifiers such as: • Singulair • Accolate • Zyflo • Medications used to treat asthma and generally should not be taken as first-line therapy for asthma or allergic rhinitis (allergies). • Members and dependents over age 12 who are not currently taking other asthma medications must request prior authorization for coverage. 51 Dental 2 Plan Choices DPPO DHMO 52 Dental Benefits (DPPO) _________ • Patient may seek care from either participating or non-participating dentists. • Benefits paid at the same percentages for both in and out of network care • Out of network providers may balance bill for charges over the allowed amount • Locate providers at www.ucci.com 53 Dental Benefits (DPPO)___________ In Network or Out of Network Annual Deductible Individual $50 Family $150 Annual Maximum $1,500 per participant; applies to Class II and III only Class I – Preventive Services Plan pays 100% of in-network allowed amount Exam, cleaning, x-rays Class II – Basic Restorative Plan pays 70% of in-network allowed amount after Composite/resin fillings, inlays, deductible periodontics, oral surgery, general anesthesia Class III – Major Services Plan pays 50% of in-network allowed amount after Implants, crowns, bridges, dentures deductible Class IV – Orthodontia Plan pays 50% of in-network allowed amount up to Eligible children only, age 25 or younger $2,000 lifetime maximum 54 Dental Benefits (DHMO)__________ • Must select a Primary Dental Office (PDO) • May only use participating dentists • No out of network coverage • Locate providers at www.ucci.com • Remind employees to confirm their dentist’s continued participation in the network before Open Enrollment ends. Members will not be able to change plans because their dentist no longer participates. 55 Dental Benefits (DHMO) In Network Only Annual Deductible Individual None Family Annual Maximum None Class I – Preventive Services Plan pays 100% of allowed amount Exam, cleaning, x-rays Class II – Basic Restorative Reduced fee schedule Fillings, inlays, periodontics, - refer to plan websites for details oral surgery, general anesthesia Class III – Major Services Reduced fee schedule Crowns, bridges, dentures Class IV – Orthodontia Reduced fee schedule Eligible adults and children (Children must be age 25 or younger) 56 Flexible Spending Accounts Flexible Spending Accounts (FSAs) • Tax free way to be reimbursed for eligible dependent care or health care expenses • Reduces taxable income – increasing net “take-home” pay • Eligible expenses for services incurred within plan year • Reimbursements processed daily – can be directly deposited • Must re-enroll each year • Administered by CYC • Claim forms available on CYC and DBM websites 58 Healthcare FSA • Eligible expenses include out of pocket healthcare costs – Medical, dental, vision, prescription, over-the- counter medicines – Copays, deductibles, coinsurance • Covers all eligible dependents in your home (Same sex domestic partners and partner’s children not eligible) • Limited to $3,000 per year • No requirement to be enrolled in State health plans • Full elected amount available on July 1st • Swipe Healthcare Payment (Debit) Card or file secure claim online • No EOB’s required! 59 60 Dependent Care FSA • Eligible expenses are daycare services that enable you and/or your spouse to work outside your home, look for work, or attend school full time • Dependent children under age 13 – Summer Camp (not overnight camp) – Before and after school care – Nursery School or daycare • Elderly/disabled adults that reside in your home – Adult day care • Limited to $5,000 per year – $2,500 if married, filing separate tax returns – Limited to deductions and reimbursements for July-December plus January-June • Reimbursed only up to the amount taken from your pay at that point 61 Healthcare FSA - Grace Period • Participants have until September 15th of the next plan year to incur claims and until October 15th to submit claims for the previous plan year - only if you are an active employee • Helps ease the fear of having money left over at the end of the plan year • Gives participants extra time to use money in account 62 Healthcare FSA - Grace Period • NOTE: Healthcare FSA claims with dates of service thru June 30, 2010 should be sent to SHPS for processing. • If you have remaining funds in your 2009-2010 SHPS healthcare FSA account, you have until September 15, 2010 to incur eligible expenses and until October 15, 2010 to file the claim with SHPS for reimbursement. • Once SHPS account is exhausted, claims with dates of service July 1, 2010 and beyond should be submitted to ConnectYourCare for processing. 63 Heroes Earning Assistance and Relief Tax Act of 2008 (HEART Act) Allows plans to offer “qualified reservist distributions” of unused amounts in health FSA’s to reservists ordered or called to active duty for at least 180 days or on an indefinite basis. 64 Term Life Insurance 65 Term Life Insurance Employee • May purchase coverage in $10,000 increments up to $300,000* • No medical history needed on amounts up to $50,000 • Amounts over $50,000 require medical history * SB 711 allows for higher coverage amounts for scuba divers and those who fly in /pilot helicopter. 66 SB 711 - Trooper Tobin Triebel Memorial Act • Effective July 1 • Public Safety employees who perform the following as part of their job: • Scuba Dive • Fly in/pilot helicopters • May only purchase up to $200,000 additional life insurance • Does not pertain to AD&D • Medical underwriting WILL BE NOT REQUIRED during this OE or for new hires • Medical underwriting WILL BE REQUIRED for anyone eligible who does not enroll for extra coverage at this time 67 Term Life Insurance Dependents • Spouse/Same Sex Domestic Partner’s Eligible children • Employees may purchase coverage in $5,000 increments up to 50% of your elected amount (up to $150,000) • Amounts over $25,000 require medical history Statement of Health Form and Beneficiary Designation Forms are available on the MetLife website 68 Term Life Insurance • Accelerated death benefit – pays up to 100% of life insurance if terminally ill with less than twelve months to live • Coverage can be continued after employment ends – Portability – coverage converts to an individual term life policy – Conversion – coverage converts to a whole life policy • Builds cash value 69 AD&D Insurance • Employees may purchase coverage in amounts of –$100,000 –$200,000 or –$300,000 • May choose either individual or family coverage – Family coverage pays benefits on a percentage of the whole amount based on the number of dependents 70 Long Term Care • What is Long Term Care? – Help or supervision provided for someone with severe cognitive impairment or the inability to perform Activities of Daily Living (ADL) – ADLs are bathing, dressing, eating, toileting, transferring and continence • Employees may choose to cover themselves and/or: – Eligible legal spouse – Parents or in-laws – Grandparents – Children age 18 or over and their spouses 71 Long Term Care • Eight options available with different benefit payment levels – Nursing home or assisted living – Home and community based care – Lifetime maximums • Employees may choose a different plan for each individual covered • 90 day elimination period before benefits are payable 72 Long Term Care • How it works – Patient certified by a licensed health care practitioner as • having a chronic illness or disability or • severe cognitive impairment – Means loss of ability to perform two or more ADL’s without substantial assistance – Loss must be expected to last at least 90 days – Benefits payable beginning on the 91st day • based on the plan selected 73 Long Term Care • How to Enroll • Contact Prudential directly – Phone – Website • Unable to enroll through IVR Open Enrollment Reminders Current benefits will rollover to July 2010 except for FSA’s Open Enrollment FY11 April 14 through April 28 Correction Period May 12 through May 19 Forms due by 4:30 p.m. May 25, 2010 75 Open Enrollment Materials • Coordinators will receive a small supply of – Forms • Active/Satellite Form for 2010-2011 • Retiree Enrollment Form for 2010-2011 • Direct Pay Enrollment Form - Benefit Guides • All materials available on DBM Health Benefits website www.dbm.maryland.gov 76 Open Enrollment Materials • Active/Satellite Packets – Individual sealed packets containing: • Active/Satellite Open Enrollment Benefits Statement • 2010-2011 Benefit Guide (Rates included in guide) • Rate Charts with imputed income calculations for same sex domestic partners posted on the DBM website 77 Open Enrollment Materials • Retiree Packets (mailed to their home address): – Open Enrollment Benefit Statement – Benefit Guide • Direct Pay Packets (mailed to their home address): – Direct Pay Form – Rate Sheet and Instructions – Open Enrollment Benefit Statement – Benefit Guide Open Enrollment Materials • Postcard announcing OE – mailing date March 15th • Other Communications – SECU newsletter, Morgan State University radio spot (WEAA FM 88.9) and check stub notices • Deliveries to Coordinators scheduled for April 1- April 9, 2010 • Please inform your Building Main Entrance Staff or Building Loading Dock to expect a large delivery of boxes • Retiree and Direct Pay Packets mailed first week of April • Personalized forms will show only last 4 digits of the SSN – Use to cross-match to the full SSN on the BAS 79 Important Reference Information • Benefit Guide: – Phone numbers and websites for all the plans – Eligibility details – Plan summaries – Important notices regarding HIPAA, COBRA, Newborns’ and Mothers’, and Medicare Part D – Employee Benefits Division (EBD) contact information • Our EBD website: www.dbm.maryland.gov – Click on Health Benefits 80 EBD Contact Information Anne Timmons – Director of Employee Benefits Denise Behler – Admin. assistant email@example.com firstname.lastname@example.org 410-767- 4787 410-767-4710 Mary E. Balducci – Director of Operations email@example.com 410-767-1810 Renee Hammock – Manager, Customer Service firstname.lastname@example.org 410-767-4806 Note: Our Customer Service Unit is fully-staffed with representatives available to assist your employees and you from 8:30 a.m. – 4:30 p.m. M-F. 410-767-4775 or 1-800-30-STATE. 81 Debbie Halterman - Manager, Retiree/Medicare email@example.com 410-767-6045 Fran Melchior – Manager, Enrollment firstname.lastname@example.org 410-767-1389 Kelly Valentine – Manager, Direct Pay & Satellites email@example.com 410-767-4690 82 Questions?