Address Change
Yes. We should not encourage this, but you can do this for a NM.
Can a plan change be denied in states that have underwriting to Accept/Deny?
Yes.
There were 8 Disclaimer Errors this month. What is the top trending missed Disclaimer?
If you said Email Opt In, you are wrong! Great job reducing these errors.
The Answer is: License/Underwriting Statement
Let's discuss why this happens -- anyone want to share why they got an error?
If the caller does not agree to completing an enrollment or consent to a follow up DCB, what are you required to review with the caller per Quality Guidelines?
Tell the caller their enrollment options: Complete on our website or on the phone with an agent.
Do we still have to present plans side by side?
Trick Question:
Yes, if we do not help identify and recommend a plan.
No, if we do a thorough needs assessment, and are able to recommend a plan based on their answers.
Sales agents cannot add a temporary or mailing address to the record. How do we ensure the application and welcome kit gets sent to the preferred mailing address?
Add mailing address to the enrollment. Breeze will update when the enrollment is processed.
The member has Plan G01 and wants to change to N01. What article do you check to see if an application is required?
Plan Changes from
We had 10 Benefit Errors in March. What is the top Trending Benefit Error?
Provide required PPO/DPO required reads (6)
(The rules have changed, is everyone clear with our Plan Options of Coverage work around?)
How many points does it cost you if you do not tell the caller their enrollment options?
8 pts!!
(2 errors)
AARP Quality Evaluation Guidelines for Operations
What is the new expected time to receive a PR from Delta starting April 1?
2-4 weeks, progress!
(More to come on Welcome Kits)
Note: If there is an email on file, the caller will get both a printed plan guide and an email with a link to the website. If there is no email on file, then only a printed plan guide will be sent.
The caller will not provide a physical address and an enrollment is completed. Can you proceed with the enrollment?
Yes. Ensure the correct zip code is entered for rate.
What is the top trending transactional error we received in March?
Updating Email
Lets take a look at Step 7: Demographic Changes and Updates - Breeze- Delta
How many points is a Benefit Error?
5
(8 errors)
When do we have to give the rate guarantee?
When completing an enrollment!
(1 error)
Step 18 of Delta Call Flow:
Agent note: This is often mentioned during the sales discussion as a selling point. Not a required statement unless OLE is completed.
With the addition of Propel we are no longer reading the Plan Options of Coverage from Step 10 for the PPO. However, we still have to present the plan summary. Where do we find the new language for the PPOs?
Step 12 - Licensed Delta Call Flow
You can choose from three PPO (DPO in TX & NC) plan options with different levels of coverage. Most of the aspects of the plans are identical under two of the three options but there are differences in the waiting periods, co-payment levels, calendar year deductibles, and calendar year maximum benefit amounts.
An enrollment is processed with a PO Box in the permanent address field. What happens when the enrollment is processed?
The enrollment department will contact the member to obtain the permanent address.
How many points is a high transactional error?
7!
Does everyone know where to find this? AARP Quality Evaluation Guidelines for Operations
How many Points is a Disclaimer Error?
6!
(10 Errors)
Licensing, Email Opt In, Enrollment Disclosure
Are the Enrollment Disclosures required to be verbatim?
Yes!
(0 errors, great job).
With the addition of Propel we are no longer reading the Plan Options of Coverage from Step 10 for the PPO. We identified where to read the PPO required reads, What about the DeltaCare Summary?
This is still located in Step 10 since nothing has changed with the HMO plans.
Remember if both plans are offered we must read both summaries.
Do you need to transfer to service after completing an enrollment to add a mailing address to the record?
What are considered high transactional errors? (Two)
Updating demographics
Verifying mailing or email address when sending fulfillment items.
Seems pretty easy to avoid, don't ya think! ;)
What is required for Benefit Review? (2 things)
Plan Options of Coverage
Read Plan Benefit Table, all items in Bold required start to end.
Can I just refer to the new plans as Plus, Propel, and Protect?
Yes, as long as you have said the full plan name ONCE during the call, you can then refer to them in this shortened format.