How can members contact our Guide team? Our members can call or text us. Weʼre here to help! Call us at 1-800-338-6833 (TTY 711). ● From October to March, Guides are here 8am to 8pm, 7 days a week (from April to September, 8am to 8pm, Monday to Friday). ● All our member-facing customer service is located in the United States. ● The service team, called Guides, answers more than 80% of calls in 30 seconds or less. ● We donʼt reward our Guides for having shorter “handle times” on calls — so they actually take the time to solve membersʼ problems. 91% of membersʼ issues are resolved the same day. Text us at 866-85. ● Our Digital Guides are real people with the same training as the Guides who answer the phone, and they reply to every text message (in English and Spanish). ● We can handle many common questions or requests entirely by text. If a memberʼs question requires a more detailed answer via phone call, our Guides will let them know. ● Our member materials include handy “keywords” for common requests — for example, members can textOTC2023and weʼll send alink to a digital OTC catalog, and help them order a new paper catalog if they need one. ● Here are a few examples of things members text us about: ○ Can you help me find a dentist? ○ How do I use my OTC benefit? ○ Can you switch my PCP please? ○ How does my dental plan work? ○ What are Wellness Bucks? ○ Can you send me a list of doctors in my area? ○ Can you help me find a gym that takes Silver Sneakers? ○ How can I fill out a reimbursement online? ○ Where can I shop with my Healthy Foods card? ● We have a flyer about our Digital Guide program that you can use when speaking with members or prospects — go to ourmarketing portaland search “Guide” in the search bar.