Annual Enrollment
True or False - AE is when you can elect benefits for the next plan period and typically happens 2 times a year.
What is False.
From the btrained3 KM, these are the 3 things you must verify with the caller if the call comes in unauthenticated.
What are the last 4 digits of their SSN, their DOB and their Zip Code.
Our best friend, our bible, our book of truth.
What is Expert KM?
This is a benefit that will help you cover costs of going to see your cardiologist.
What is Medical?
This is the first thing you do when a call comes in.
What is Greet the Caller?
True or False - Most AEs take place in the fall.
What is True?
This is were all enrollments are processed.
What is the Benefits Portal (Impersonate)?
This system contains our Agent Phone panel
What is CXOne?
This is a benefit that will help you cover costs when you go to see your optometrist.
What is Vision?
This is the last thing you do when you end the call...most of the time.
What is send the caller to the Survey?
This is where you will find important information about AE, such a windows, enrollment type and benefits changes overviews.
What is the Expert KM?
This is the section of the Expert KM where you can find the specific Dependent Verification rules for AE.
What is Annual Enrollment section, then find Dependent Verification?
These are the only times when a call ends we do not have to transfer to the survey.
What is when reporting a death, when it's a third party caller or when when the call is a transfer?
This is the benefit that will help you cover costs when going to see your periodontist.
What is Dental?
This is the part of the call flow that shows we care about the reason for the call.
What is Empathy?
These are the 2 things you must educate your caller about after you have processed an AE on their behalf.
What are enrollment close window and document requirements?
In the btrained3 KM, these are the 3 rules for Online Disclaimers.
What is "Do not read the text on the Employee Info page above the agreement checkbox unless there is a tobacco user question", "Do not read the text on the Family Info page above the agreement checkbox" and "Text on the Review & Confirm page above the checkbox/prior to completing the enrollment must be read"
The maximum amount of time that we can leave a caller on an initial hold without checking in.
What is 2 minutes?
This is the benefit that will pay out in case of loss of life or limb.
What is Accidental Death and Dismemberment (AD&D)?
This is the act of obtaining information to resolve the reason for the call.
What is Effective Questioning?
This is the team that strictly handles annual enrollments.
Who is the AE Team?
True or False - Password Reset rules can be found in the Annual Enrollment section of the btrained3 KM.
What is False
The only thing in the case documentation section that we have to enter something on every call.
What is the Call Disposition dropdown?
This is the benefit that will pay out when you are admitted into the hospital.
What is Hospital Indemnity?
This needs to be done on every call to ensure the call is fully authenticated and worth the most points on QA.
What is Compliance?