Call Flow
What is the first letter in the call flow
G
What does Empathy Mean
Walking in the members shoes
What does sympathy mean
Feeling sorry for someone
What is the one thing that can fail a call if u dont do it
Recent interactions
What is AEP
Annual Enrollment period
What Does the First G stand for
get the name and use it
Phrases you can use for empathy
I understand
Im so sorry
what not to use on a member that is down
At least
silver lining
What is the call branding
Thank you for calling united health care
What is IEP
Initial enrollment period
what does the R stand for
Resolve
what are the 4 parts of medicare
a b c d
what does part c
medicare advantage
should we empathize with the member or sympathize
empathize
What is OEP
Open enrollment period
what is important to show the members
confidence
what does part d cover
drugs
what does part b cover
doctors visits
what is the opening statement when answering a call
Thank you for calling united health care this is (name) with whom do i have the pleasure of speaking with
WHat are the dates for OEP
Oct 15 to Dec 7th
What is the 3 part start
Ask Acknowledge reassure
what makes up origional medicare
a and b
what is a pdp plan
prescription
what is it that u can do anywhere throughout the call
show compassion
When can u first enroll